Pathetic and most Dreadful experience ever from TelkomSA

Item: Telkom
Rating: 1

Good morning Hello Peter, Please see my below mails with dates as I've reached the point where I no longer want to be part of the Telkom family as they do not treat their clients with the service they deserve. it's been a month and my issues are yet to be resolved. I escalated this on the 14th August already (All communication in emails dated below) with no resolution. I was forced to place this terrible complaint on Hello Peter and will in due course place it on Social Media as well.

From: Shansten McKenzie Sent: 30 August 2017 02:00 PM To: ********** Cc: ********** Subject: FW: Pathetic Service From Telkom

Hi Brian,

Firstly I tried getting hold of you with no luck whatsoever as apparently you are in top management. I spoke yet again to another employee at your officer (Sandiswa) she was not very helpful and put me on hold for almost 8min with no positive feedback, yet another disappointment.

I am exhausted of typing out mails and receiving no joy from your staff. I am going to keep this very short and sweet.

If my grievances are not resolved to my full satisfaction from higher level management, I will be forced to place this on both Hello Peter and Social Media by Friday September 01st 2017!!!!

Many thanks and Kind regards, Shansten ********** From: Shansten McKenzie Sent: 29 August 2017 01:57 PM To: ********** ********** Cc: 'Nonkululeko Daweti (N)' Subject: RE: Pathetic Service From Telkom

Hi Sibulele,

Hope that you are well?

I received an SMS stating that my complaint has been resolved. This is not true as it’s not resolved nor even resolved to my satisfaction. I would like to escalate this onto Senior Management as per my below mail dated 14th August 2017.

Regards,

________________________________________ Shansten McKenzie Complaints Specialist Tel: ********** | Fax: ********** | 39 Renaissance Drive | Crown Mines | Johannesburg | South Africa Call Center: *** | www.autoboysglass.co.za From: Shansten McKenzie Sent: 28 August 2017 10:20 AM To: ********** ********** Cc: ********** ********** ********** Subject: RE: Pathetic Service From Telkom

Good morning Sibulele,

Thanks for returning my call.

As discussed telephonically, please see below email trial as I have spoken with Team Leader Percy Ndlovu and have not received feedback to date. This is very poor service and I am disgusted by the way team leader Percy and Mildred of Retentions handled this issue. This needs to be resolved before debit date or I will be forced to place a variety of ongoing complaints on social media. I have contracts from both Vodacom and MTN and this experience from Telkom SA is by far the worst. I deal with complaints on a daily basis and clients shouldn’t be going through this kind of misery.

Regards,

From: Shansten McKenzie Sent: 23 August 2017 08:57 AM To: ********** Cc: ********** Subject: RE: Pathetic Service From Telkom

Good morning Percy,

Hope you are well?

As discussed telephonically, please see email trial below with no feedback to date. This is totally unacceptable as I received an invoice for 3 SIM CARDS, which is ridiculous. Please look into this as this needs to be resolved before debit due date?

Regards, Shansten

From: Shansten McKenzie Sent: 16 August 2017 07:37 AM To: 'Mildred Frans (M)' Cc: ********** ********** Subject: RE: Pathetic Service From Telkom

Good morning Mildred,

As per my below mail, please ensure that this matter is escalated to Senior Management to investigate and resolve all my apprehensions?

Thanks, Shansten

From: Mildred Frans (M) ********** Sent: 15 August 2017 08:23 AM To: Shansten McKenzie Cc: ********** ********** Subject: RE: Pathetic Service From Telkom

Good day Mr. McKenzie

I hope this mail finds you well.

Apologies for any inconvenience caused.

By viewing your profile, I have picked up that the below contracts were activated: Affected number: ********** 652 on FreeMe 1GB Deal with Samsung Galaxy J5 Prime 16GB Gold( Imie no ********** ********** 6 ) + Samsung Power Bank 3100MAH activated on 2017/07/29 1:32 PM Affected number: ********** 797 on FreeMe 1GB Deal with Huawei P8 Lite 2017 Black( Imie no ********** ********** 6 ) activated on 2017/07/29 1:36 PM Affected number: ********** 058 on FreeMe 1GB TopUp Deal with Huawei P8 Lite 2017 Black ( imie no ********** ********** 76 ) activated on 2017/08/01 11:59 PM

Below are the notes logged by Gugu Dube:

Incoming call Contact Phone: ********** 482

Notes: Good Day

Please Assist

The customer came to do a new contarct for a P8 lite 2017 black model

customer requested for the freeme 1GB top-up but was provided with freeme 1GB order number ********** 52A that was provided for the freeme 1GB

IT REF logged is ********** for cancellation request as well.

please assist with the cancellation of this contract as the customer requested to change his package to a topup.

number provided was ********** , the order needs to be cancelled with immediate effect as a new contract is being provided for a top-up plan. current contract is only 3days old.

Regards

Please confirm if I should proceed with cancellation and also please state how I can be off further assistance, to ensure that all the problems occurred are rectified.

Kind Regards

From: Shansten McKenzie ********** Sent: 14 August 2017 04:26 PM To: Mildred Frans (M) Cc: ********** ********** Subject: RE: Pathetic Service From Telkom

Good afternoon Mildred, As discussed telephonically, I have been experiencing so much lack of feedback, no clear detailed information about both contracts and very disappointing and unsatisfactory service from your Telkom franchise in Southgate Mall. Firstly, I opened up and activated 2 new contracts (July 29th 2017) hoping to receive excellent customer service as store manager (Lebo Billy) was handling and in-control of the situation from the get-go and I was sadly mistaken. Lebo Billy referred this matter to one of his sales consultants (Gabi Dube) On the 29th July, upon activation, I received a non-top-up contract for both devices, which was totally unacceptable and no one bothered to clarify the full processes and details of new contract devices such as the pro-rata etc.. Gabi Dube then advised that this issue will be resolved on Monday July 31st and for 1 week (5 days) this matter was yet again not resolved. I went to the store again on the second occasion which was Saturday August 05th and was referred to yet another employee (Nozipho) which finally issued me with a new Top-Up SIM CARD ( ********** ), but again was there an issue as I never received the 10 GIG for the consecutive 3 months as stated by Telkom Online, which I had received on the first SIM CARD( ********** ). I then requested it via email to Gabi and Lebo and never received feedback to date, yet again another disappointment. I am very busy and I do not have the time to keep requesting feedback on preventable situations!! Furthermore, the second contract ( ********** ) another issue occurred as the device could not receive calls from the Telkom number and all other outside networks as well as SMS’s that couldn’t be received, but could be sent. On Saturday 05th August, Telkom performed an immediate SIM SWAP and only then was the issue resolved with no confirmation whatsoever on what went wrong as I wanted to know due to my own personal and work-related concerns. No one could provide me with an explanation and the technical employee at the store presented me with attitude and wasn’t very cooperative. I still have the other SIM CARD with me at the moment as it wasn’t even collected by the sales person as she didn’t care that much and just wanted me off her back and that made me even more distraught as I am working in a Service Driven Business and Customer Service has always been a Heartbeat to all Massive Corporate Organizations. I don’t think this is the kind of way to do business and providing this kind of service is totally unacceptable and very unprofessional. I’ve been thinking of taking this matter public by placing it on both Hello Peter and Social Media to alert each and every individual of the horrifying experience. I am also a Vodacom client and Vodacom does not give this kind of service. I cannot be paying premiums every month for the next 24 months and the commencement of the first month is already such a dreadful experience. What does the future hold?? If this is the kind of service Telkom Mobile offers their clients, then I am all in for Termination. Please ensure senior management to intervene in this matter or I will be forced to take this further and make sure the Telkom brand is tarnished due to incompetence’s and make other customers and family members cognizant of this as I am sure Telkom wouldn’t want other consumers, clients, new users and business partners to experience the same. Kind Regards, Shansten From: Mildred Frans (M) ********** Sent: 14 August 2017 08:29 AM To: Shansten McKenzie Subject: RE: Pathetic Service From Telkom Good day Mr. Mc Kenzie Thank you so much for your speedy response. I will be awaiting your e-mail. Kind regards From: Shansten McKenzie ********** Sent: 14 August 2017 08:27 AM To: Mildred Frans (M) Subject: Pathetic Service From Telkom Southgate Hi Milgrate, Hope you well? As discussed, herewith my email. We can communicate via email until further notice. Thanks, Shansten ________________________________________ Shansten McKenzie Complaints Officer Tel: ********** | Fax: ********** | 39 Renaissance Drive | Crown Mines | Johannesburg | South Africa Call Center: *** | www.autoboysglass.co.za

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