Telkom not staying true to its own Code of Practice
<p>A case was logged with Telkom Social media team in regards to Speed of a wireless package. The case was logged on the 9th of June via Facebook with the team and was only logged on their side on the 15th of June. The case was then moved from Social Media to home support on the 8th of July and has since then been moved to Wireless support on the 27th of July. </p> <p> </p> <p>During this entire process I have not heard anything from any representative from Telkom and have been told by numerous agents that the call has been escalated and that they have emailed the back office to get feedback urgently. </p> <p> </p> <p>I have gone through the Telkom code of practice and have followed all avenues of contacting telkom to get feedback in a timeously matter. I have spoken to social media, online support, Call center agents as well as team leaders and have provided all of these folks with enough time to get back to me. </p> <p> </p> <p>Since none of the abovementioned staff have done anything to assist I have requested the number of the CEO's office as per their code of practice. Not one person has been able to provide me with this number. Online support states they don’t have it. Call center has given me 3 numbers - one being the "Head Office" number that just goes back into the Automatic call system back to the call center, the fax number for the CEO's office, and some apparent Complaints department in Durban that doesn’t work. </p> <p> </p> <p>As per the guidelines set out by TELKOM as well as ICASA, I have the right to demand the telephone number of the CEO's office to have this matter resolved. </p> <p>Should you require any proof of the inability of your call center agents to provide info, I have voice recordings, screenshots of the discussions between myself and your online team as well as all the DM's with the Social media teams.</p> <p>If any Telkom employee is unsure about your own policy’s and procedures - you can check it up on http://www.telkom.co.za/about_us/download/telkomcodeofpractice.pdf</p> <p> </p>
One of your consultants contacted me on Monday and arranged to have a tec at the premises on Tuesday. The tec couldnt find the problem and advised that he would need to get Telkom to investigate further and that he would file the report the same afternoon to get some one to give me a follow up on Thursday.
The consultant I spoke to also advised that I need to give feedback on the matter via Social Media. Now I've sent a msg yesterday asking for feedback and it was stated that the consultant will follow up with the Mobile department and revert back. I've sent another two messages during the course of today with no response and still I havent heard anything back.... ?
One of your consultants contacted me on Monday and arranged to have a tec at the premises on Tuesday. The tec couldnt find the problem and advised that he would need to get Telkom to investigate further and that he would file the report the same afternoon to get some one to give me a follow up on Thursday.
The consultant I spoke to also advised that I need to give feedback on the matter via Social Media. Now I've sent a msg yesterday asking for feedback and it was stated that the consultant will follow up with the Mobile department and revert back. I've sent another two messages during the course of today with no response and still I havent heard anything back.... ?