Unbelievable failure (X3) to carry out a Fibre Application!

Item: Telkom
Rating: 1
Author: peterfinlayson P

Introduction: I have been a Telkom customer for over 30 years. I have also worked for Telkom years ago so have always supported Telkom in my capacity, where possible. I have been an ADSL user for about 10 years. When your contractors started installing the fibre infrastructure in my neighbourhood for most of 2016, I decided it was time to upgrade my ADSL to Fibre. To date, a number of my neighbours have installed fibre. Situation: On the 7th Nov 2016, I was phoned by a Telkom Agent (Agent 1) to sell me a Fibre package. I accepted and signed up for Telkom Fibre 10mbs Uncapped with the agent 1. She explained that someone would phone me within a week to give me my sales order number and to arrange an installation date. After two weeks I followed up with agent 1 via email and got no response. I then phoned the helpdesk and was told Telkom had no record of my application. In mid December 2016, a Telkom sales agent 2 arrived at my house and explained the fibre offerings and I again app**** for Fibre on paper. The lady took my forms away and said she would hand in my application. After 2 weeks I phoned the helpdesk and was told they had not received my application. I tried contacting the agent 2 and she told me she was told that I don't qualify for fibre. She said she did not understand this herself and was not sure how she could help me further! Since then I have not heard from her again. On Monday 16th Jan 2017 I decided (for the 3rd time) to visit the Telkom Direct store in Menlyn Pretoria. I stood in a long queue and eventually was helped by an agent 3. I completed a 3rd Telkom fibre application and agent 3 captured my information onto the system. At some point she mentioned that there was a problem on the system and it was telling her that I did not qualify for fibre. She said it was a system problem and that she would escalate this and that it should be sorted out. I then left the shop. On Tuesday 24th January 2017, I received a phone call from agent 4, a call centre agent. He said he was phoning to tell me that my ADSL (yes-ADSL) application could not go ahead as I lived too far away from the exchange. (I already have ADSL running). I told him I did not apply for ADSL, but for Fibre. He quoted agent 3's name and the Menlyn store as the originator of the application, so I know it was my 3rd application he was referring to. Agent 4 insisted it was an ADSL application and not a Fibre one. At this point I ask myself 3 questions: 1. Is Telkom really serious about deploying fibre? 2. Does the left hand know what the right hand is doing? 3. Does Telkom appreciate my business and do they value me as a customer? I'm afraid, at this moment, the answer is NO to all three questions. It saddens me, but I will be forced, it seems, to take my business elsewhere. Thank you Peter Finlayson ********** ********** 560

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