Swimming upstream to get ADSL
<p>I ordered a 4MB ADSL line on the 3rd Jan and was told it would take 7-14 working days to be up and running. I was told that I would be phoned at least a week before the installation to confirm the date. I have phoned the call centre and was told that my order is still with the networks team and that actually the waiting time is 10-21 working days. I was told that no date is available as my order hasn't even been moved from the networks team.</p> <p> </p> <p>Lastly, I was told that there is still a chance I dont actually get the line, as the team still need to check the exchange to make sure the wiring is okay? This was NOT explained to me in the beginning.</p> <p> </p> <p>Telkom, you have a catastrophic reputation from your monopolistic days in the fixed-line voice business. Now you are beginning to face competition and I urge that if you want to keep your business afloat in this competitive market, that you address the severe shortcomings in your service levels.</p> <p> </p> <p>1 - your call centre waiting times are unacceptable</p> <p>2 - there is no consistency in the information being dispersed by your various call centre agents</p> <p>3 - there is no feedback or communciation that originates from Telkom - it is always prompted by the customer</p> <p>4 - The order and line installation process is not clearly explained to customers</p> <p> </p> <p>Regards,</p> <p> </p> <p>Damian</p>