Telkom after soo many years still delivering really bad service

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On the 3/9/2019 I made a call to 10210 advising that my ADSL line was problematic. To my surprise a colored gentleman was at my gate within a few hours from logging the call. He mentioned that he needed to gain access into a another yard and would be back shortly. Being used to the really bad service I always receive from the open serve team and Telkom I even asked if he was really sure he was coming back and he responded yes.

Well on Wednesday I called 10210 and asked where the technician had gone and was advised that he was placed on another “job” and the call was re-assigned.

Okay on Thursday when I called I was told the technician had closed the call stating that the problem was resolved. At this point I asked for a manager whom could only tell me that they were re-opening the call and would mark as urgent to the teams.

Friday gone, Saturday gone, Sunday gone and today I have regained all my strength to call 10210 AGAIN and guess what a consultant advises that it’s at the service station and the problem is not resolved but a technician advises that they were indeed on site. This agent now give me an escalation reference number: 7403 and advises that I should call if I dot hear anything from Telkom.

A couple of questions to the leaders within Telkom: The call centre agents at 10210 were even lying to me advising that they were calling the technicians and could not get hold of them. The manager later the week advises that they do not have details to reach the technicians – what is the true version please? If the call centre is unable to communicate with the technicians for fault updates or escalate what is the person of the service offering? Does the leadership think that it’s fair to put people in the centre that are not enabled to support the customer needs? When I asked for a senior person at Telkom the agents advise your details cannot be divulged – can you advise from which side you are leading front or back as leaders “LEAD” and are available to all customers at all times especially if they aware that staff are not enabled? Many months ago I advised the Team Leaders at 10210 to fight for a better process –how does Telkom Leadership enable their people as the process remains redundant? Surely there is vendor and outsource management in TELKOM who is failing at this as Open Serve is ruining the reputation of TELKOM for many years?

Can I please have answers to my above questions?

Might I add that the gentleman in the call centre further gave me the wrong number for complaints.

Failure to re-instate my service before Close of Business today, I request that you please cancel my services, refund me and work with your billing department to ensure that I am re-imbursed ASAP and the billing is adjusted for the days I have not been able to use my services. I will further submit my phone bill for refunding.

You may also find a copy of this complaint on HELLP PETER…