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Andries B

1 reviews | Active since Sept 2012

01 Oct 2018, 09:26

Relocating - brace yourself for the RUNAROUND

I'm relocating from one apartment to another in the same complex. I did the online request twice and receive my landline number as reference and NO Telkom contact within 2 days as stated on website. So I phoned customer care; person who assisted struggled to enter my new address as the system does not pick it up. Promised to phone me back as soon as she has it sorted out. 2 days NO call. So I phone again today. Not sure what this person did but waited about 40 min, this is after previous consultant said I must call Sales at 10213 which is NOT working, so consultant finally said a technician will contact me within 7 working days. If the 1st consultant informed a technician last week I would not need to follow-up this week. Will keep you posted on how long 7 working days really are, but so far 2 weeks just to log the relocation.

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Replies (3)
AB
Andries B's update04 Oct 2018, 12:01
Reviewer Update
So phoned again today to follow-up that technician was assigned to my call. Customer care informed me previous person who assisted placed the order wrong. Now the order has to be cancelled logged all over again, take 24 hours to reflect and again a technician will be assigned. Every time I phone which has been more than 5 there is something new wrong and the process starts all over again. Almost 3 weeks and ongoing to get this finalized. Wonder if everything was cancelled and I apply for whole new contract whether Telkom will assist quicker then, it seems exciting clients get little or no services.
AB
Andries B's update05 Oct 2018, 11:21
Reviewer Update
So phoned again today to confirm that the order was done like consultant promised yesterday. Guess what? Order is NOT complete. Yet another consultant just released the order to delivery mode. Stated I have to wait 7 days AGAIN before my line transfer is complete. When I asked do we get to rate the service or call consultant stated they are an inbound service and calls do not get rated. No wonder the consultants don't take care of the customers. So Monday I will phone again to confirm that the order is still in delivery mode. In future if you relocate I suggest cancel your Telkom subscription if possible and get another service provider, if there is none like in my case then still cancel the service and go to a Telkom branch and start a new contract. Telkom only assist new customers quickly, as for existing customer, Telkom already receives payment why put you 1st?
Telkom
Telkom's reply17 Oct 2018, 14:24
Official

Hi burgeran,

We are sorry to hear this. Thank you for making contact with us and bringing this to our attention.

This response serves as confirmation that your query has been received. Please be assured that we will task our team to attend and advise as soon as possible. We do apologize for the inconvenience caused.

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Regards
Garreth
Telkom Social Media Team