TELKOM - POOR BUSINESS PRACTICES

Attention : ICASA

Find below a formal complaint against TELKOM S.A for the breach of service contract as well as blatant ********** business practices.

The company has a service contract with TELKOM for voice and data rentals. Historically this has always been a challenge due to line theft or some other easy excuse. ( I would suggest a full investigation into the actual frequency when this was relevant or true)

However, the reason for this formal complaint and notice of breach and ***** is relating to the dates 22 May 2018 – present. Below a short summary of the absolute and blatant ******* manner in which this service provider is treating, deal with and arrogantly conduct business with their clients.

Summary of business conduct: (Sperlling of names might be different as very few of the consultants/employees provide full name and surname)

22nd May 2018 – Initial call for assistance is raised due to the failure of internet services – log umber 22CRK160518 – Contact person Babwi

24th May 2018 – Follow up on initial call as service is still not repaired – Contact person Tazama – Response of area maintenance is received, with reinstallation of services the next day

25th May 2018 - Follow up on initial call as service is still not repaired – Contact person Name withheld – Response that technicians are still repairing the problem

28th May 2018 - Follow up on initial call as service is still not repaired – Contact person Dumela – Problem escalated with ref **********

29th May 2018 - Follow up on initial call as service is still not repaired – Contact person Arty Dudumani – Response received: This gentleman had the arrogance to call one of the employees confused I personally addressed the matter of the breach of service (7 days from initial report) ,I asked to speak to a team leader, manager or someone more senior and was told that everyone is on lunch After repeatedly asking for a ref number for the call, or to escalate the issue in order to receive a ref number, the gentleman, kindly put the handset next to his work station and refused to continue to discussion or provide a resolution ( Kindly listen to the recorded phone call made from this line to Telkom AT 13:45) – I continued holding , repeatedly asking him to answer me. No response or result

A follow up call was made and contact with Pamela Govender (cc’d in this) , a team leader / manager was made. I explained the problem briefly to her. She confirmed that a technician would visit the offices yesterday to resolve the matter. This again was an excuse to put the customer at ease and get him of the line. The technician is still on his way, and the business is still without internet service.

The breach and ***** claim:

1. The contract state a turnaround time of 3 – 5 days – Currently we are on day 8 and counting 2. During this time not a single technician visited the site 3. The failure to provide the service for 9 days means that almost 27% of the month no service was received from the service provider, however, a full monthly rental will be required. Simplified: a. Payment is received without services/product supp****

Telkom obviously has a God complex, whereby the arrogance of this clearly *********** service provider needs to be addressed, and fair and honest practices must be conducted. This is one incident whereby Telkom receives an income, without lifting a finger or providing a service. Imagine the countless amount of other cases which are not reported or escalated. Truly unfair business practices.

Kindly Contact myself , Hein Prinsloo on the contact details below should you require additional information