Telkom - shocking service.

REPORTING OF FAULTY/DEAD TELKOM LINE – **********

15/12/2017  10h20 - Dennis Officer (DO) reported that our fax and ADSL line was down and told the operator that it was urgent, because we need the line to receive referrals from Doctors and local Hospitals. Reference number: 364CWK151217.

 14h40 - Pat van Wyk (PvW) spoke to Lunga, and said nobody had come to inspect the faulty line. He told Pat that, the system shows that it had been reported to the technical department. PvW phoned back and spoke to Cebisa, and was told the same story. PvW requested to speak to a supervisor or manager.

 15h10 – PVW spoke to Mr Inbren, a Manager. After a long discussion, Mr Inbren promised PvW that he had spoken to a technician who “would sort out the problem today”.

16/12/2017  08h50 – Gail Sykes (GS) spoke to Nondumise who told her that, according to the system, no one had yet been assigned to the fault. The urgency was explained – again.

 12h13 – GS called again and spoke to Thembakase, no further action being taken she then asked to speak to another Supervisor and spoke to Pilani repeating the story to her. Pilani assured her that the fault “will be addressed today – guaranteed.”

17/12/2017  09h23 – GS spoke to Sukiso who told her that the fault had been assigned to a technician but they had no further information, could not say when it would be addressed and there were no Supervisors working on Sundays.

18/12/2017  08h35 - PvW spoke to Arabella who told her that the system shows that a technician has been assigned only at 08h28 on the 18th. This was contrary to the information given to GS on the 17th.

 10h39 – PVW spoke to Asanda and asked to speak to a Manager, she then spoke to Amanda who informed PvW that, “she will contact a technician to come”.

 12h20 - Wayne, a technician from Open Serve arrived at the premises.

When asked why this had taken so long he showed GS the SMS’s received from the call centre, none of which even mentioned the fact that it was an emergency and that a medical facility was in dire straits without the line. This is after speaking to an operator, Lunga, Cebisa, Mr Inbren, Nondumisa, Thembakase, Pilani, Sukiso, Arabella and Asanda. This service is diabolical – no-one at Telkom even bothered to pass on or record the relevant information even after being told by GS, the C.E.O. that it was literally a matter of life and death. What does it take to get service from Telkom?