Empty promises and roundabout transfers

Item: Telkom
Rating: 1

We are a coffee shop that's been open for 16 years. We've been loyal customers with Telkom for the same amount of years. We rely on the phone to receive orders and bookings for tables and to convey information to customers. It is a vital part of the business. The Internet is used to pay suppliers, make orders, prepare menu orders, pay staff and organise functions (such as Christmas parties). This is an extremely busy time of year and important to sustain the employees over the holiday period when the shop is closed. The years of service and business clearly mean little to Telkom. The most recent problem occurred on Monday. Both the phone line and Internet line died and would not work. After the first phone call, and we explained the urgency as without THEIR line we are losing business during our busiest time. They said a technician will be dispatched within 24 to 36 hours. Tuesday we still had no word. We called again just to see the status of the problem. They put another urgent notice and said a technician would definitely be dispatched before the end of Wednesday. Wednesday afternoon after no technician or phone call we placed another call. They placed an escalation notice and once again promised a technician. Thursday still no technician or word from them. After more phone calls we dicover that no escalation notice was placed, so they had to place another one today. Still no fix as customers and friends continue to ask if we're closed as they cannot get through to us via the phone. After speaking to several people, they told us our line is under a residential status so we don't get priority even though we should (this only comes out after the fifth phone call over four days). To change this we were directed to 3 different numbers, eventually ending with a consultant explaining we have to go in store to fix this... Their proper solution was to buy a Telkom sim card. We're already paying for their line and Internet which isn't working, and now they want us to spend more money with them to fix a problem arising from their side. We are situated 5min away from the technicians center. Still waiting with no phone or Internet without a word from them or the technician who should've arrived three times already.

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