My Horrific Telkom Experience
<p>I app**** for a new ADSL bundle in June. <br />The installation process went impressively well.</p> <p>My internet was active from 21 June until 1 July. </p> <p>It's been 18 days of "waiting 24-48 hours" after being told a different story every time by agents who have become adept at maintaining their "I get paid to care" attitude, assuring me that the problem will be resolved. First they were doing maintenance, then the technician said it was cable theft, then the next person said it was a ground fault, I logged a fault, then OpenServe contact me and said they can't process it, because there is a pending order on my account and I have to contact the sales department to have it resolved. The sales person said they were processing the pending order and that it would be ok within 15-30 minutes. When I phoned them again, I was told that the IT department will work on it and to wait 24-48 hours. After, they said they had to escalate to the head of IT and that I had to wait again. When I phoned, I was told that the number assigned to me belongs to another customer and that they were busy working on making that change, and I had to wait 3 days. That day, I had the false hope of having 1 hour of service before it disappeared yet again. </p> <p>Today was the last straw. After being told on Monday that they were assigning me a new number, as the current one was under the name of another customer, I phoned in to be told that by the representative that they cannot see the order request for a line change. He asked me politely to hold, and after 15 minutes, another representative answered the phone. Turns out he put me back in the queue. </p> <p>Unfortunately, the lady I spoke to received the full extent of my anger, but was able to sympathise with my situation - the only one of the 9 staff members I spoke to who seemed sincere. </p> <p>She explained the situation to me, and pointed me in the right direction. </p> <p>I'm currently still on the line with Telkom. I've been told that I would be endorsed back to the person who intially put me back on the queue. I refused as I have absolutely no faith in his ability to solve my problem, and now I'm back to waiting for the representative to return to the line, with the intention of cancelling my service today and ensuring that everyone in my immediate area is aware of the appalling service.</p>
I was told by the representative to wait until tomorrow (big surprise there). According to her the problem should be resolved by then.
A Telkom representative has made no attempt to reach out to me regarding my review, so either they are completely unfazed by their ever declining reputation as a competent ISP, or they are drowning in negative reviews that require their attention.
At this point the people who are in a position to handle and resolve this problem are just as disinclined as the pawns in the service centres that they are hiding behind.
I was told by the representative to wait until tomorrow (big surprise there). According to her the problem should be resolved by then.
A Telkom representative has made no attempt to reach out to me regarding my review, so either they are completely unfazed by their ever declining reputation as a competent ISP, or they are drowning in negative reviews that require their attention.
At this point the people who are in a position to handle and resolve this problem are just as disinclined as the pawns in the service centres that they are hiding behind.
Sure, they've responded. This was their private response:
"Hello dewald-g****-wizard-van-wyk
This response serves as confirmation that your query has been received.
Your reference number : AI **********
Please send us a private reply with the order number/ telephone number for our billing team to assist further.
Regards
Noleen
Telkom Social Media Team."
After providing her with my details, I received no response.
I had to call in yet again to further progress with this situation.
The consultant insisted that the account issue was cleared up and that my sporadic connection needed to be reported.
I was given a fault reference and told to wait another 48 hours.
If the technician was at the exchange to activate my line, why couldn't he test it and fix the issue as well? Why do I have to wait two business days (on top of the 4 weeks that I've already waited, going through 15 different consultants and over R100 in airtime) for this matter to be addressed and resolved?
I'm absolutely disgusted with the service that I've received.
P.S.
This response was NOT helpful in the least. I believe it was only done in an attempt to save their reputation.
No effort whatsoever has been made to clear up this issue.
I will be reposting my review.
Sure, they've responded. This was their private response:
"Hello dewald-g****-wizard-van-wyk
This response serves as confirmation that your query has been received.
Your reference number : AI **********
Please send us a private reply with the order number/ telephone number for our billing team to assist further.
Regards
Noleen
Telkom Social Media Team."
After providing her with my details, I received no response.
I had to call in yet again to further progress with this situation.
The consultant insisted that the account issue was cleared up and that my sporadic connection needed to be reported.
I was given a fault reference and told to wait another 48 hours.
If the technician was at the exchange to activate my line, why couldn't he test it and fix the issue as well? Why do I have to wait two business days (on top of the 4 weeks that I've already waited, going through 15 different consultants and over R100 in airtime) for this matter to be addressed and resolved?
I'm absolutely disgusted with the service that I've received.
P.S.
This response was NOT helpful in the least. I believe it was only done in an attempt to save their reputation.
No effort whatsoever has been made to clear up this issue.
I will be reposting my review.