1 reviews | Active since Sept 2013
LTE Cooldown-Cancellation
<p>Hi,</p> <p> </p> <p>After Telkom affiliates came to my house in selling me an LTE contract I used the service for about 5 days. During this time I have tried the service with mixed results - good highs, terrible lows, and only reasonable reception at the worst possible practical places in my house.</p> <p> </p> <p>Within the 5 days it became obvious to me that this is an extremely variable service and that for my purpose (doing remote IT administration) it simply is not good. </p> <p> </p> <p>I then called Telkom to cancel the contract under the assumption that I am still within the cooldown period. Telkom's reply was very surprising - as Telkom themselves did not do the direct marketing they deem this not to be a direct marketing sale.</p> <p> </p> <p>I find this highly unusual and unfair as I simply could not assess the reasonability of this service before actually using it. To make matters worse - it is a 24 month contract -without any SLA - the contract only talks to payment and package - and it is a telkom labelled contract to boot (that was signed at my house). This, for a service that may or may not work, the cost is R1699 per month (R40K over 2 years), and top up goes for R99 for a single gb.</p> <p> </p> <p>Can anybody please tell me whether this is a fast one Telkom is trying to pull over me? They have agreed to not cancel the product but rather send out technicals to assess the situation and maybe put up a better antennae. My take is... if it didn't work during the first 5 days it will get worse as everything is getting more and more saturated - so chances of the service in my mind getting worse is good.</p> <p> </p> <p>Furthermore - the whole experience was horrible. Wrong account created, double billing, wrong router delivered, with a call centre that is trying to be polite but mostly useless at the same time (they couldn't even tell me what sales company was involved) - keeping in mind I assumed it was Telkom as the people gave me a Telkom contract and was even selling while standing under a Telkom banner.</p> <p> </p> <p>I have now disconnected the LTE as I am still paying for an ADS (didn't disconnect ADSL as I was worried about the LTE)L. Can anybody please tell me whether what they are doing is legal?</p> <p> </p> <p> </p>
I know it is escalated; I have been on the phone for over 4 hours trying to escalate it. The question is whether Telkom and South African law can confirm to me publicly that a cooldown period does not allow for this sale/cancelation (keeping in mind I requested cancellation 5 days after the router was delivered in writing to Telkom).
The statement is... I have enrolled for the simplest of services... completing the contract was (with high fives to the contractors included) not 20 minutes. I have spent hours on the phone convincing call centre personnel that the contract was captured incorrectly and that the wrong router was delivered, and many more hours trying to understand what Telkoms SLA is towards me for renting a seriously expensive service. I had many promises - none on paper though - so it is a see to believe service in my mind.
I am not going to accept the normal Telkom answer of "best effort". I don't pay best effort - I pay 100% (or more if Telkom decides to take more like explained above) of 100% of the bill, 100% on time.
So, what is Telkom SLA regarding LTE. Other providers have guarantees like 97% uptime with 97% throughput delivered (meaning 97% of the speed of bandwidth which was purchased) - and if "we" cannot perform to the SLA then we will cancel the service upon request immediately.
I will not be stuck in something that works and then doesn't (which is already evident to me). Telkom support on this type of issue can leave you stranded for weeks on end. The year before last it took Telkom (over September) 6 weeks to rectify wet cables in my area. That cost to me, in 3G charges - was an arm and a leg. The net result was a sorry from Telkom.
I know it is escalated; I have been on the phone for over 4 hours trying to escalate it. The question is whether Telkom and South African law can confirm to me publicly that a cooldown period does not allow for this sale/cancelation (keeping in mind I requested cancellation 5 days after the router was delivered in writing to Telkom).
The statement is... I have enrolled for the simplest of services... completing the contract was (with high fives to the contractors included) not 20 minutes. I have spent hours on the phone convincing call centre personnel that the contract was captured incorrectly and that the wrong router was delivered, and many more hours trying to understand what Telkoms SLA is towards me for renting a seriously expensive service. I had many promises - none on paper though - so it is a see to believe service in my mind.
I am not going to accept the normal Telkom answer of "best effort". I don't pay best effort - I pay 100% (or more if Telkom decides to take more like explained above) of 100% of the bill, 100% on time.
So, what is Telkom SLA regarding LTE. Other providers have guarantees like 97% uptime with 97% throughput delivered (meaning 97% of the speed of bandwidth which was purchased) - and if "we" cannot perform to the SLA then we will cancel the service upon request immediately.
I will not be stuck in something that works and then doesn't (which is already evident to me). Telkom support on this type of issue can leave you stranded for weeks on end. The year before last it took Telkom (over September) 6 weeks to rectify wet cables in my area. That cost to me, in 3G charges - was an arm and a leg. The net result was a sorry from Telkom.