TELKOM - WORST CUSTOMER CARE OF ALL TIME

Item: Telkom
Rating: 1
Author: A G

On 09/08/2016 both my phone service and ADSL went down. I logged a call with TELKOM customer care on 10210 and received the following reference number 651cnk100816. For 2 weeks I had absolutley no assistance from TELKOM whatsoever, despite repeated calls to the call centre. NO-one could tell me when the problem would be sorted out. Instead of assisting me, the agents instead chose to drop the calls on me. I then had to resort to posting my complaint on their facebook page. I even mentioned the names of the agents who dropped the call on me. NOthing was ever done regarding the agents and again no assistance whatsoever regarding the fault itself. (For the record the agents who dropped the call on me were Phumeza Magaza, Trevor Dani and Mabalwa Jack) Up to the 19/08/2016 i made repeated calls to the call centre where repeatedly my call was either dropped, placed on holdfor half an hour or transferred to credit vetting. By this stage I had become so used to the pathetic service that I had stopped bothering to take down the names of the godawful agents. On the 19th, I was given a a suggestion from an agent to obtain an Integrated Date Sim, a product I was advised was designed specifically for customers who were experiencing issues with ADSL service. My first thought was, what a brilliant product. My second thought was why in the world did it take two WEEKS for someone at TELKOM to tell me this when it should have been the first thing I should have been informed of! The following day I made my way to my nearest TELKOM store to obtain the Integrated Sim as advised. I was advised that I would need to migrate from the uncapped package that I was on to a capped package as that would be more beneficial to me in terms of data allocation. So I did. The product actually worked and I was happy to have internet access once more. Fast forward to 01/09/2016 - Whilst using the integrated sim my internet service dropped. After repeated attempts to access the internet a message stating I was out of airtime came up. I found this strange seeing as it was the 1st of the month and the new data allocation would have obviously kicked in. So I went to my nearest store again and after much checking up on systems and head-scratching the consultant (RUDY at the Pavilion branch) informed me that the integrated data sim was actually just a PROMO and is now discontinued! I looked at him incredulously, and told him that I thought he was making it up just to get rid of me. He went into the back of the store and then came back with a different story saying that some customers were abusing the service and for that reason it was stopped. Really TELKOM? What about the customers who have faulty ADSL lines? Or suffer from prevalent cable theft in their area? Wasn't that the reason that the DATA Sim was introduced? The one product that actually assisted the customer is now gone, without notice. And by the way, my phone line is still down since 09/08/2016 This has been the worst customer service I have ever experienced

Helpful (0)

Replies (0)