How is such bad service possible?

App**** for ADSL. Was called last Wednesday to say installation will be done on Friday. Took of work and waited all day. Called Telkom 6 times, was told every time tech will come same day. But no one showed. Called later again, insisted to speak to a manager or supervisor. After being on hold for 15 minutes, only received a escalation number and the assurance I will be contacted.

Safe to say no one called. Monday I received a sms for Open Serve stating the technician will contact me and installation will be done today. Took of work again the afternoon. No one called or showed. Called another 3 times with success. Tuesday I called and was tranvered to 5 different operators, the last one kept me on hold for 25 minute, then cut me of.

The last 2 days I have called customer care several times, held for up to 10 minutes each time. Could not even reach a operator.

How is this dismal service possible for a company of Telkom stature.