TELKOM PATHETICNESS AND INSURANCE NIGHTMARE

Device Insurance:

FIRST PROBLEM: Do the staff of Telkom have a specific tasks and KPI's as half of them Management included dont know how Telkom works with regards to processes or procedures. It is a constant back and fourth of ccing the entire team in "PLEASE ASSIST THE CUSTOMER BELOW" and then the next person forward to the next x10!!! Never solving the actual problem.

PROBLEM TWO: You guys neeed actual management processes in place where you have a team that specifically focuses on issues, problems and decrease in customers. Eliminating a process for a customer is what keeps them coming back despite the price. Implementing strategies like this who just focuses on what the core customer problems are and try elimintaing them will get your ratings up! THIS IS HOW YOU CREATE REMOTE JOBS FOR PEOPLE WHO DEALS ONLY ON THIS. THEY SHOULD BE FULLY TRAINED ON EVERY PROCESS AND PROCEDURE WITH REGARDING TO THE SERVICES TELKOM OFFERS, and then have weekly meetings with feedback of what, how, next steps to take.

PROBLEM THREE: INSURANCE - Gosh, having device insurance is supposed to be for ease when your current device is no longer usable. THATS IT!! Not 2months in repair process and it got lost resulting in the customer calling R50 airtime out trying to get through and still cant solve the problem. We are in the middle of a world pandemic, your Terms and conditions are to be relooked at, and if changes to the existing day-to-day office environment has been removed, TELKOM IS TELKOM PLEASE REITERATE WITH EVERY STORE or employee of new processes. PLEASE!!!

THE ACTUAL ISSUE: I was at a friends place on the 31 July, when I started feeling ill and couldnt drive. I passed out. My cellphone battery died and I needed to call a family member to come and get me, I removed my sim card from my device to access my contacts while getting ill. My cellphone was flat and in the jacket pocket that they had forgotten to take when picking me up. In reality, someone wins a jacket and a cellphone no person is actually going to return them. I ended up having Covid very badly and was submitted to hospital. If u had covid before you'd understand what it felt like, DEATH!! Recovery of this is a process and it took me 3-4 weeks to actually be abe to get out of bed. I feared outside life, hence why I couldnt go and do an affividavit at the police station and risk giving it to anyone especially when I could barely walk. I have been in contact with one of your store managers Wayne Reyneke, whom I have explained the above story to in email. All he did was send a mail PLEASE ASSIST THE BELOW, and so it went for days, ending right back at the start where an automatic email comes back on the steps to take when trying to log a claim. I managed to go to a Telkom store last week and get my device ITC number that I wrote on a little paper, by the time I got home, I miss placed it. PLEASE could you tell me how do I go about getting an ITC number as the Call centre no longer works and gives you a whatsapp line to follow, how can't stores check this number on your profile? Why does your staff not know that there are no longer Call Centre agents LIVE. TELKOM IS THE MOST PATHETIC COMPANY I WISH I COULD RATE U A HALF STAR.

RESOLUTION: Management Systems and Procedures ARE TRULY NEEDED!!

If you want advice call me, as I would gladly assist TELKOM on how to implement remote working and get high client ratings!