PATHETIC SERVICE

On 25 November I went into the Centurion Mall Branch and asked the sales rep what I required to have ADSL in my home as we are out of the Fibre & LTE Area.

The sales Rep (Lutendo Mulaudzi) said we require a phone and ADSL line to be installed and the cost will be R199 per month over 24 Months. We agreed and signed the contract and was told it will take up to 14 working days to be installed. We had no problem with this and expected that within 14 working days we would have internet in our home.

On 8 December the Technician arrived to install and had no information regarding the ADSL activation. he asked me to phone the office (which I did) and was told it would be activiated within 24 hours so I was content with this report.

24 hours later we still had no internet at home so I phoned the office again and was told the ADSL Activation was not ordered and we were required to order it at an additional cost of R425 per month...to say we were not happy is an understatement as Lutendo never mentioned this additional cost for an ADSL activation. Anyway, we ordered and was told that it will take 72 hours for activation,

4 weeks later, 15 phone calls and 15 escalations of this matter and still we have no internet. All we get told is "it's at the testing Centre" and "I will escalate the fault again for you"

1 week ago I even called the finance department to ensure our debit order was not going to be deducted for a product we have not received and was told that they are unable to stop the payment but I will be credited once the fault is fixed, they also told me they have a policy where 'ANY CUSTOMER THAT HAS NOT HAD THEIR FAULT FIXED WITHIN 1 MONTH WILL RECEIVE A DISCOUNT ON THE PRODUCT ORDERED'

I have been on the Telkom community and I do not stand alone with my frustrations, the fact that no one from Telkom is contacting me regarding my lack of service and problem is quite disturbing.

I do understand that I may be a minority in the millions of customers you have but I am still a paying client and expect the service I am paying for!!!

My questions to Telkom are:

1) Is this the best possible service you can offer to your client? 2) Who is managing the service/repair department and technicians? 3) When will someone contact me regarding my problem? 4) When can I expect to have my ADSL line activated so I can run my business?

Adam