Telkom Entertainment Bolt-on Bundle a False Promise

<p>Telkom promises on their website that the Entertainment Bundle allows you to stream " Netflix SA, iTunes, DStv online, Box Office or Catch Up and ShowMax." I went and got myself the Entertainment Bolt-on bundle as well as a Netflix subscription. I started watching serieses on Netflix only to discover that the data used by Netflix was from my All Network bundle instead of the Entertainment Bolt-on. I logged a case to try and have this resolved on the 24th of April and it has still not been resolved. </p> <p>I was told that the case was referred to "back office" and should take 72 working hours to resolve and that someone from "back office" will contact me for more information. 72 working hours came and went without a peep from the "back office" which I'm told no one in the contact centre can reach. I have spoken to 3 managers, each of them promising to take this on and have it resolved within 24 hours. Almost a month after the case was logged I get an email informing me that the case is closed and that I must call the contact centre for further assistance. When I call the contact centre I was told that no problems were found and that I should send an email to ask for a spend report on my account which I have done and have had no response.</p> <p>I tried sending an email to the complaints department ********** but it bounced. I phoned the contact centre to confirm that the email was correct and the agent told me that their email was going through. So I asked them if I can send them my email to forward to the complaints department and they refused until I asked to speak to the manager who then agreed to send the email and cc me., but I haven't seen the email.</p> <p>I've also submitted a cancellation request in the meantime because I really think this service is unacceptable and I don't have to stick around when I can get better service elsewhere. I've received no confirmation of receipt of my cancellation request and I'm really hoping that this is not a ploy by Telkom to get me to pay for one more month of a bad service.</p> <p> </p> <p>In case someone from Telkom that is a position to do something about this gets to see this complaint:</p> <p>1. If you're going put something on the website, please make sure that your contact centre staff knows about it. As frontline, they field the enquiries and them not being knowledgeable makes the entire organisation look bad. It doesn't sound like most of the agents in the contact centre really know how the Entertainment Bolt-on bundle works (some of them were saying the reason my Netflix is going off the All Network data instead of the Entertainment Bolt-on is because I don't have Showmax. Your Terms and Conditions say that cancellation takes 20 business days to process and the contact centre staff insist that it takes 21 days. In my mind, I cannot trust the information I get from Telkom agents.</p> <p> </p> <p>2. Your turn around times and their supporting escalation processes don't seem to work which makes your contact centre agents look bad. If you tell the customer that you'll have their problem resolved in 72 working hours then you better have it resolved, especially given how long 72 working hours is. Should you not have the problem resolved within the stipulated time frame, then something must be done that makes the customer feel like they are being prioritised (e.g. have the "back-office" person that is dealing with the case contact the customer within 24 hours to explain why it's taking so long to resolve the issue). Silence is the worst thing for a customer. In my case, the agents kept telling me that they have escalated to their manager and when I spoke to the manager they told me that they had also escalated, but another 72 working hours later and my problem has still not been resolved. The fact that they can only communicate to "back office" via email doesn't help. This just says to me that Telkom turn around times are meaningless and I would rather disassociate myself from such an organisation.</p> <p> </p> <p>3. If someone sends you an email, send them confirmation of receipt, it's only common courtesy. I haven't received anything since I sent my cancellation email. I'm keeping my fingers crossed and hoping that my cancellation request was received and is being processed right now. I guess I'll find out on the 2nd of June.</p> <p> </p> <p> </p> <p>I know that Telkom has come a long way in improving its service and I'm hoping that this feedback will help make good service great.</p> <p> </p> <p>Again, just in case someone that can actually help picks this up. My Case No. is ********** 7</p>