1 reviews | Active since Oct 2016
Unable to Recieve Calls
<p>Good day Telkom</p> <p>I am very disappointed.</p> <p> </p> <p>Since Wednesday morning, I have not been able to recieve any calls. I can make calls, however cannot recieve any calls which is extremely frustrating. I require my phone for business purposes, and this is therefore hampering my ability to work properly. In addition, if I have an emergency (or a someone else does), no one can get hold of me.</p> <p> </p> <p>I have contacted your call centre and have recieved a case number ( ********** 4) and I was told the case would be sorted within 72 hours (now come and gone). Your technical deparrtment have not been able to sort anything out at all. I called the call centre today and was placed on hold for an hour, and the call was then cut (picture provided to prove this). Your managers do not seem to want to talk to me (Lungi Cele and Mishern Naidoo - unfortunately I have to name and shame because they are not willing to assist me properly / at all). This type of service is pathetic and puts a very bad taste in my mouth.</p> <p> </p> <p>In addition I am concerned about the quality of the service in the contact centre. I was asked to please provide my cellphone number so that the manager can call me back. It is quite a silly question when I raised the case and concern that I CANNOT RECEIVE CALLS!!!!!!!!.</p> <p> </p> <p>I want this item resolved now.</p> <p>In addition, I would like to know my rights as a consumer and the next internal steps avaliable that I can use to sort this out. In accordance with the framework developed by the ombudsman, I am required to ask what the next steps are avaliable to me as a consumer should the query not be resolved within 48 - 72 hours as stipulated by Telkom Mobile call centre representatives. I am required to exhaust all avenues prior to laying a complaint with the ombudsman. I must also note that when I asked your call centre agents this, they could not answer this. This is concerning as I would have thought they should understand the processes avaliable.</p> <p> </p> <p>Lets sort this out now!</p> <p>PS. BECAUSE YOU HAVE NOT SORTED THIS OUT, YOU WILL NOT BE ABLE TO CALL ME TO TALK TO ME ABOUT THIS. </p> <p>Ironic that a mobile company cannot call me on their own mobile network</p>
Good day Telkom
Thanks for your response.
the reason you will not find an error is because, whilst I was waiting for your delayed response, I spoke to another cellular service provider. They were able to assist me in sorting out the problem in 20 minutes.
You would know this, if your call centre operators actually logged information properly on the system. I asked them to cancel the case on Monday as I already had it resolved by one of your competitors.
I have therefore learnt the following in this matter:
1. Telkom does not care about its consumers as it takes a week fro them to respond to errors
2. your call centre does not know the internal protocol (and even here) as I am still awaiting a response in terms of the correct manner of protocols to take problems further prior to contacting the ombudsman
3, I have been on this particular sim card (and number) for more than a year. A respone of "suggetgin to change sim cards" is a useless response stating that Telkom actually does not know what they are doing (it is like going to a IT person who alwasy asks you to reboot your computer as a point of call because they do not know what the problem is)
4. And the best learning i have had from this ordeal is.... speak to Telkom's competitors, they know how to sort out the problems.
Well done Telkom for yet another poor response
Good day Telkom
Thanks for your response.
the reason you will not find an error is because, whilst I was waiting for your delayed response, I spoke to another cellular service provider. They were able to assist me in sorting out the problem in 20 minutes.
You would know this, if your call centre operators actually logged information properly on the system. I asked them to cancel the case on Monday as I already had it resolved by one of your competitors.
I have therefore learnt the following in this matter:
1. Telkom does not care about its consumers as it takes a week fro them to respond to errors
2. your call centre does not know the internal protocol (and even here) as I am still awaiting a response in terms of the correct manner of protocols to take problems further prior to contacting the ombudsman
3, I have been on this particular sim card (and number) for more than a year. A respone of "suggetgin to change sim cards" is a useless response stating that Telkom actually does not know what they are doing (it is like going to a IT person who alwasy asks you to reboot your computer as a point of call because they do not know what the problem is)
4. And the best learning i have had from this ordeal is.... speak to Telkom's competitors, they know how to sort out the problems.
Well done Telkom for yet another poor response