PATHETIC SERVICE FROM TELKOM

This is an email that was sent by my husband to TELKOM for their pathetic service. This email was not even responded too.

I have a fairly new contract with Telkom. I have been having endless issues with regards to connectivity, call centre agents and technicians. A technician was assigned to my query and advised that the adaptor supp**** by telkom with the router was faulty. I then went into a telkom direct store and was advised that they do not stock the adaptor and I need to source it from elsewhere. I finally managed to get an adapter compatible with the router and I am still having connectivity issues. I did have a technician come out on Sunday 24/01/21 He advised it is a cable issue and he will return the same afternoon with a resolution. He has since not returned.

I have called the call centre thrice and was given 3 different resolutions. The first agent that i have spoken to has mentioned that we have a technician allocated to resolving my issue, thereafter the second agent did advise that there has been a fault on the line and before fully explaining the content of my issue i was rudely hung up and My final call was made at 11.48 on 26/01/2021 and i spoke to Ncebiswa and she advised that that a cable was ordered and a new technician was assigned. I have asked her to escalate to her superior and I am awaiting a response. How is it possible that speaking to these 3 different advisors in the space of half an hour can provide me with 3 different updates on my issue - Is this misleading information, or is this just a way of passing the buck on to the next consultant?

As an established service provider, Telkom is required to provide excellent customers service, how is it possible that my request is not prioritized, given that i have not been receiving the service i was promised - it's been two weeks that I've been dealing with this issue and telkom doesn't even have the decency to give me a call and set expectations with me surrounding the progress of my fault. The only escalation layer that i have been provided with is a call back from the manager, however there's no guarantee when or if a call will be made.

I also have been told that there's no contact details for the Ombudsman of this company, from a business point of view its extremely disappointing to know that the only assistance received from this company is contact with your call centre agents and not with any senior management.

I fully expect to be compensated for the inconvenience of not receiving service for the last two weeks. I also request to have call back from your escalations and have since not heard from anyone again.