1 reviews | Active since Nov 2013
Telkom Call Centre incompetence
<p>I'm pretty sure I'm not unique in this circumstance: I logged a fault for audible noise on the line on the 21st Nov 2016, and it was automatically closed the next day with an SMS stating the problem was resolved (239CTK211116). This was a lie: no technician had contacted me, the fault was still ongoing. Telkom insisted I open up a new fault (539CTK221116). This was similarly unattended for a number of weeks. On the 30th November the line died completely. I have phoned 10210 every day since then and have been getting conflicting stories. Among them: The fault has not been assessed, the fault has been logged and given to the technical department, the fault is with a technician and he's unsuccessfully called me on my home phone (the one that's not working), the fault is being attended to by a technician and the fault is not with a technician, but with an "assigner".</p> <p> </p> <p>I have spent hours on hold on my cellphone and have unsuccessfully tried to speak to a manager. At this stage I have been given no feedback at all and the manager Pimi Mokwena had already left after the operator had looked for her for 10 minutes. I was told variously that the call centre can call me back (but never did) and that the call center can't call me back. In one memorable 30-minute on-hold call, the operator said, don't worry, I'll phone you back, then did not.</p> <p> </p> <p>I'm lodging this complaint here, because the next step is an official ICASA complaint.</p>
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Please be assured that this matter has been escalated to our Technical Team, feedback will be provided.
Your reference number is AI***.
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Regards,
Busi
Telkom Social Media Team
***
Thank you for making contact with us.
Please be assured that this matter has been escalated to our Technical Team, feedback will be provided.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
I received a visit from a technician this morning. He informed me that they are contracted by Telkom to fix issues and he had received a call this morning. After a few hours, the problem appeared to be resolved.
The following questions are still unanswered:
a) Why did it take so long for a technician to be assigned?
b) Why was the original issue closed without being fixed?
c) Why was the information provided by the call centre conflicting:
1. I was told that the call centre is incoming only, and the operators could not call me back.
2. I was told that the operator would call me back, and never did.
3. I was told that the supervisor had already left at 15:30 in the afternoon.
4. In a short space of time I was told that:
4.1 A technician has been assigned (not true until the very last day).
4.2 The problem is with an "assigner" not with a technician as previously stated.
4.3 A technician has been assigned and tried to contact me on the landline but failed.
4.4 A technician would never contact me on the landline, only on the cellphone.
4.5 The problem has been resolved therefore it was closed.
4.6 The problem is visible at the exchange.
4.7 The problem has been identified and it's at the technical department.
4.8 The problem has been escalated (on Friday and then on the subsequent Monday).
I received a visit from a technician this morning. He informed me that they are contracted by Telkom to fix issues and he had received a call this morning. After a few hours, the problem appeared to be resolved.
The following questions are still unanswered:
a) Why did it take so long for a technician to be assigned?
b) Why was the original issue closed without being fixed?
c) Why was the information provided by the call centre conflicting:
1. I was told that the call centre is incoming only, and the operators could not call me back.
2. I was told that the operator would call me back, and never did.
3. I was told that the supervisor had already left at 15:30 in the afternoon.
4. In a short space of time I was told that:
4.1 A technician has been assigned (not true until the very last day).
4.2 The problem is with an "assigner" not with a technician as previously stated.
4.3 A technician has been assigned and tried to contact me on the landline but failed.
4.4 A technician would never contact me on the landline, only on the cellphone.
4.5 The problem has been resolved therefore it was closed.
4.6 The problem is visible at the exchange.
4.7 The problem has been identified and it's at the technical department.
4.8 The problem has been escalated (on Friday and then on the subsequent Monday).