Fool Me Once...

<p>To whom it might concern.</p> <p>A transfer of my line was issued on 3 July 2017 to my new residence. The sales agent told me that the ETA for the transfer is 20 July 2017. </p> <p>I asked her (can't remember name) where I could verify this? Naturally I was a sceptic as feelings of nostalgia hit me, having to deal with this atrociously *********** company yet again.</p> <p>I was guided to https://apps.telkom.co.za/eportal/Public/myOrders where I confirmed that my ref. no. is in fact actually not one of fiction or space dust. I continued tracking this daily to see if any progress has been made leading up to 20 July 2017.</p> <p> </p> <p>Yesterday, with 2 days remaining before my line transfer date, I was still seeing that no progress was made on my order as I was still getting the "checking stock in our warehouse" message online. Again that feeling of nostalgia struck me like lightning and I knew it was time too follow up.</p> <p>I proceded by phoning 10210. After nearly 3 hours on the phone speaking to various parties at Technical and Sales a Supervisor at Technical, Karl Ricks answered. He at least had the ability to identify the problem quickly and showed some empathy for my situation. He told me I was directed to the wrong department, by the clearly inadequate many agents I had spoken to leading up to our conversation. He then directed me to talk to a Supervisor at Sales as only they would be able to assist me with my matter.</p> <p> </p> <p>I spoke to Zakhele Mashaba, apparently a Team Manager of the Sales Department, eventually after a lot of hassle with agents, they very reluctantly decided to get hold of their Supervisor.</p> <p>I explained the whole situation and he immediately stated that I should've never been directed to the Technical Department in the first place. Yet again inadequacy.</p> <p>I then enquired as to why my order has not progressed at all? I was told that the area I have moved to only supports up to 4mb speeds and I currently have a 10mb and this was the reason why it hasn't progressed and was basically in limbo.</p> <p>No attempt to communicate any of this to me was made in the 2 week period leading up to my conversation with Mr. Mashaba.</p> <p>So if I didn't call them I still wouldn’t know why nothing was happenening by Christmas time. Again, stupendous customer service. MVP Quality stuff from Telkom yet again.</p> <p>I couldn't fathom this, my first query was how this could be possible if I know for a fact that people at the exact same residence I'm requesting transfer to are using an 8mb line on no ********** ? I was also told by one of the agents I had spoken to prior to speaking to Mr. Mashaba that the area does in fact support 10mb as he could see people in the area having 10mb lines yet the coverage map and the Technician(s) assigned to my case claim only 4mb is supported.</p> <p>I then told him, whilst he is figuring out that puzzling matter, he needs to understand that I have already waited 2 weeks and no progress was made on my order.</p> <p>At this stage SPEED was a secondary matter for me and having access to internet, irrespective of speed, was my main concern. We could always resolve the speed issue on a later occasion even though I still wanted to know why exactly I could only get speeds up to 4mb.</p> <p> </p> <p>Anyway, I asked what he was going to do in order to ensure my transfer/installation would still take place this week as was initially mentioned to me on 3 July 2017 by a Sales Agent.</p> <p>He told me he was going to enquire from various departments, if I recall the networks department especially and try and get this sorted asap to remain as close to the transfer date of 20 July 2017 as possible.</p> <p>I told him I'm not waiting any longer however I was willing to give him an additional day, till 21 July 2017 for the transfer to take place. I then continued that I expect to hear from him by the end of 18 July 2017, which was the day of our conversation, with the necessary info as to what's happening and when it's happening so I could have peace of mind.</p> <p>I also made it explicitly clear that if I don't hear anything from him I would take further action(s) if need be.</p> <p> </p> <p>Obviously nothing happened hence me posting here.</p> <p> </p> <p>Now I'm not sure if this is a matter of too many chiefs too little indians however one thing I do know is there are way too many departments to execute a simple task like a line transfer or the installation of a new line, etc. along the way most of it gets lost in translation and situations like these occur that could've been avoided initially. </p> <p>Whether this is due to segregation of duties, job creation, etc. from a logistical point of view you should obviously be going back to the drawing board because it's obviously not working.</p> <p>How Telkom operate will continue to elude me however if i.e. a Sales Supervisor job entails the signing off on orders, like mine for example, why can't this simple function be executed properly? </p> <p>Why have segregation of duties if it serves no function anyway?</p> <p>Why, if from day one Telkom knew that a simple thing like line speed was hindering the progression of my order, was nothing done about it?</p> <p>Why was no initiative taken from Telkom employees?</p> <p>And why was this not communicated to the customer? The list goes on and on...</p> <p> </p> <p>The inability to execute primitive functions like these from people in management positions or any other position for that matter at Telkom leads me to believe that this constitutes negligence, borderline wilful misconduct and that these employees just aren't fit to hold these positions. This brings me to my next question...</p> <p> </p> <p>Why are they then occupying these positions?</p> <p> </p> <p>Anyway... I expect feedback on this post and a personal call from someone capable of addressing my issue, high up, in a promptly matter without any additional delay.</p> <p>Failure to do so will result in me taking additional action(s) to resolve this issue.</p> <p> </p> <p>List of parties spoken to:</p> <p>Nonjabulo Hlontgwane - Sales Agent</p> <p>Xolisa Dani - Technical Agent (Call drop after more or less 30 min, not sure on which end)</p> <p>Luxolo - Technical Agent PE (Particularly difficult to deal with. seemed like he thought he was in a position of power even though he was just an agent, baffling. Refused to provide surname even after previous agents provided theirs also information he mentioned not in line with what previous agents mentioned)</p> <p>Karl Ricks - Tehnical Supervisor (Helpful)</p> <p>Zakhele Mashaba - Sales Team Manager (Seemed helpful, but actions obviously indicate the opposite after not receiving feedback)</p> <p> </p> <p>Additional Info:</p> <p>My landline no - ********** </p> <p>Evidence of landline no at exact same new premises having access to above 4mb support as indicated above (syncing at 8mb) - ********** </p> <p>My Order Ref. No. for transfer - ********** 19 </p>