Telkom and their new "system"

Hi there Telkom is really as bad as it gets.

I have an existing line with them, and now I took a new line for another apartment. I went in and the sales execution seemed excellent. But often times, what it seems is not what it is.

The product I took out was a 10mbps ADSL line. A week later, I had the physical installation done. All was well except that I had not received any smses or correspondence regarding my new line and its installation. Even though I went into the store as a follow up to ask why I had not received the smses with my TIN etc. After the installation my new line was not activated and after numerous calls, empty promised call backs and in store visits, still I was told that all that needs to happen is that they have to activate my account and then I will have the internet access.

Telkom's system then crashed and I visited the store 9 times in total, no further progress has been made. No one can tell me how long I have to wait, I can't cancel the service, I still have not received a single sms and nothing is happening.

Its been more than 2 weeks since the physical installation has been done. It is really shocking to see how poor Telkom's actual service is. I logged several queries and issues for IT to attend to. There is a Chinese wall that no front office connection can be made with the IT people who ultimately have to "simply" activate the service. There is no one held responsible, there is no constructive process in place to resolve and improve the system and there is no accountability that any staff are held liable for, for not honoring the feedback provision that they so easily hand out by verbal means.

In short, stay away from Telkom for now. They state that they have had a new system in place and that is why it goes this way. The system has been used since March.

The debugging and dynamic improvement mandate is severely questionable. Therefore, they are ultimately pushing sales, which they are not fully capable of servicing in a timely and professional manner.

Really, really bad service.