Telkom doesn't care about people

Item: Telkom
Rating: 1

We logged a call with Telkom on 10/12/2016 to Instal a line as my aunt relocated from Durban to Johannesburg. We received a sms saying that the line would be installed on 19/12/2016 during a morning appointment. On 19/12/2016 we waited the whole morning for Telkom to arrive and then we called the called center . We waited over 20minutes before an operator answered our call only to be told that a morning appointment extends until 12 pm and if the technician did not arrive we should call back and have the matter escalated. Around half past 12 we call back (again we waited about 20mins before we spoke to someone) and the new operator tells us that we have a "whole day appointment" . We ask if it's acceptable for us to wait at home the whole day for Telkom to arrive when the sms expressly says "morning appointment" . They reply yes. We ask where the technician is and if we can have a contact number. She says she doesn't know. We ask her to escalate the matter. She replies that it has been. We ask how do we know it's been escalated . After typing she gives us a reference number. We asked to speak to a manager . She could not help us with that request. No one arrived that day. On 20/12/2016 we call the call center where we were told that the technician had the incorrect address. They read us the address from the system. It's correct. We posted on Hello Peter. We received the standard copy paste message from the "social media team" - again with a meaningless reference number. We received an sms from Telkom saying the technician would be arriving for the installation. No one arrived that day. On 21/12/2016. A repeat of the previous day. *********** call center operators - this time their story was that they would send another sms of the new date that the technician would arrive. No sms was received regarding this date. *********** social media team - standard copy paste message and reference number. Once again we're Spending our hard earned leave vacation days waiting to let Telkom gain access to our place. No one arrived that day. 22/12/2016 We call the call center once again there's a new promise that the phone will be installed today. No one arrived. 23/12/2016 we call the call center and demand to speak to a supervisor. After having to wait for ages we're told by this supervisor that our installation would only happen on 10/01/2017. Apparently there was some technical error with some box or other that has now been resolved. We have received no sms or email confirming this date. Your policy of 7-14 days has now extended to a month. But even this has not been confirmed besides the word of a "supervisor". Train your call center operators to empower them. Its embarrassing that such a big company has call center operators who are equipped with their go-to-phase "I don't know". Train your technicians. Do you not have a standard of operating procedures? Do you not track your technicians ? It seems like they are running wild and are accountable to no one. Improve your sms notifications. They are inaccurate. Have the courteously to inform people of delays or rescheduled appointments. Time is money. We don't have time to wait around for you indefinitely. Train your social media team. After receiving over 4 calls/complaints from us in which we wait up to 20minutes for you to answer try to respect your customer by not copy pasting your standard apologies message. How about someone from Telkom gives us a call for a change? Tells us what the problem is and When it can be installed. Send us an sms as confirmation. How about someone call us to find out if the matter is resolved? Please just stop lying to your customer and showing them that you have no respect for their time. Tomorrow begins today?? How about today you begin the work you promised us 4 days ago. Don't worry so much about tomorrow. You guys already have a backlog of yesterdays to deal with.

Helpful (0)

Replies (0)