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MG
Marco G

1 reviews | Active since Sept 2017

05 Sept 2017, 15:20

Lack of customer service

My Telkom contract is up for renewal and I had gone into a Telkom shop to get my contract renewed Friday 25 August. After waiting in line for 2 hours I finally managed to get the ball rolling to start my renewal process, only to have something happen to the Telkom system and have my contract escalated to head office, so no renewal/upgrade could be completed. I was assured by Telkom that I should receive within 24-48 hours so possibly only on Monday 28 August I will get some feedback.

Monday 28 August and no feedback has been received, I tried throughout the day to contact the Telkom Mobile store to get an update and the phone just rang and no one answered. Tuesday 29 August and tried phoning again and no answer, so I went into the shop and get an update and the feedback I get is "head office is only looking into your issue now". Still no feedback on what the actual problem is. Wednesday 30 August, and sadly I missed the one phone call Telkom tried to contact me and a message from a Telkom representative with no name or contact details to follow up the call. I go into the Telkom Mobile store again on Wednesday to get an update, and due to the issue on the system on 25 August with regards to the security questions that needed to be answered and I couldn't answer because of the issue on the system my contract gets flagged and escalated to the ***** department.

I have contacted the Telkom Mobile store again on 31 August the phone just rings, contacted the store again on 1 September, managed to speak to someone and still no feedback has been provided on the ticket, also I got told that the issue could now take anywhere between 48-72 hours to resolve and was assured someone would phone me for an update (I haven't received any phone call). I have tried phoning the store again on 4 September and 5 September and the phone rings and no one answers and I still haven't received any phone call from head office with regards to the issue of upgrading my contract.

I have been with Telkom Mobile for about 4 years now, when I went in to get my contract there was a delay, when I went in and got my upgrade 2 years ago there was an issue with the contract. Firstly I didn't receive a copy of my contract, secondly an issue with the system that needed to be escalated to head office and thirdly an issue with ordering the incorrect phone and now 2 years on there is another issue with having my contract renewed.

The next time I go in store if I haven't received feedback (which it seems that I probably will not receive feedback), is to cancel my contract and move onto another service provider.

The service is terrible but I guess I am at fault for sticking with Telkom.

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Replies (2)
MG
Marco G's update12 Sept 2017, 10:14
Reviewer Update
Hi Noleen, Thank you for your response. After constantly phoning on Wednesday 6 September I finally managed to get through to a member of staff at Telkom Mobile at the Lakeside Mall. She informed me that the escalated ticket had been closed and this past weekend I have finally managed to upgrade my contract. I'm glad that I have finally been able to upgrade, but the issue is I have always had an uphill battle when it comes to upgrade time and don't receive any feedback. As a customer I have always needed to follow up using up my time and resources and driving to the store as opposed to the staff at Telkom following up with me and making sure that I'm updated. Even though this upgrade process took 2 weeks, I would have been a little happier and probably wouldn't have felt the need to write the above review if I had regular phone calls updating me on the progress and trying to resolve the issue in a timely fashion.
MG
Marco G's update12 Sept 2017, 10:14
Reviewer Update
Hi Noleen, Thank you for your response. After constantly phoning on Wednesday 6 September I finally managed to get through to a member of staff at Telkom Mobile at the Lakeside Mall. She informed me that the escalated ticket had been closed and this past weekend I have finally managed to upgrade my contract. I'm glad that I have finally been able to upgrade, but the issue is I have always had an uphill battle when it comes to upgrade time and don't receive any feedback. As a customer I have always needed to follow up using up my time and resources and driving to the store as opposed to the staff at Telkom following up with me and making sure that I'm updated. Even though this upgrade process took 2 weeks, I would have been a little happier and probably wouldn't have felt the need to write the above review if I had regular phone calls updating me on the progress and trying to resolve the issue in a timely fashion.