Telkom Customer Service System is a Disaster

<p>I have reported a line ( ********** 594) that has not been in working order for about a month now. I have failed to get any help from the Telkom Customer Service line and was then referred to escalations ( ********** ). I have spoken to Call Centre Agents who are a disaster. They have always promised to send escalation emails, to make phone call follow-ups with technicians and to get back to me and that has never happened. Technicians are also a big joke. After many back and forth a technician named Mogano came over. He claimed not to be able to locate the telephone cable and requested that he should meet with my electrician onsite. He gave me his number ( ********** 284) to use to coordinate an onsite meeting. He has never responded to calls nor a text message. My electrician has been onsite without him. I phoned escalations last Friday to request that they send another technician given that the electrician was onsite. I spoke to an agent (Zoliswa) who obviously was not treating the matter with the seriousness and urgency it deserved. After several phone calls she told me a technician was to come on Friday or on Saturday. She kept telling one story after another about the availability of management. No technician came on Friday or Saturday as promised and she has never bothered to follow up. Instead a technician who identified himself as Colleen phoned on Sunday afternoon. When he phoned he wanted to come over immediately. There was no one at home to open for him. Of course our non-availability was music to his ears. He did not make any alternative arrangement. He was just quick to put the phone down. On Monday I went to Telkom shop at Mall of Africa and spoke to Ermellia who is said to be the second in charge. She explained that as a shop they don’t interface with technicians and all she could do is to write an email requesting that a technician be assigned. Like others she made it very clear that she cannot give the contact details of management. I have incurred damages as a result of a line that is not working: I have paid monthly fees for no service, I have incurred costs phoning Telkom almost on a daily basis, I have spent working time on the phone with call centre agents, I have paid an electrician for coming over for sweet nothing and have lost possible business as the line is also used for business purposes.</p>