1 reviews | Active since Apr 2011
Unlimited LTE - Unlimited anti-climax
<p>I app**** for the Uncapped LTE offer (Telkom's June special) 10 days ago and was called on Sa****ay 4th to tell me that my bid was succesful and that someone from Telkom would be in touch with me to discuss an installation date etc. Four days later I received two automated emails to tell me that my bid was unsuccesful. The mail doesn't offer any sort of contact details or reason so I have no idea why this suddenly happened. I have a clean credit record and I have been an on time paying Telkom customer for many many years.</p> <p><br />I called their LTE department on Thursday and they said that they can't help me - I should speak to their sales department. When I called their sales department they put me back through to their LTE department<br />The call I made to their LTE department was on 081180 at 16h45 on 9 June and to their sales department on 10213 at 16h48.</p> <p> </p> <p>Thankfully when I was transferred back to the LTE department and I explained my dilemma a very kind lady (didn't get her name and she couldn't get me a reference number) promised to email the correct department and to copy me and told me that the department in question would call me by 8am on Friday. I'm still waiting for that call.. and the email. I've just checked online and there are only 8 openings left in my area and their online facility won't accept another application from me as it can 'see' that I have already app****.</p> <p> </p> <p>I find it extremely disappointing that Telkom can lead their customers up the garden path this way only to drop them wihout any explanation or recourse.</p>
HI ranlea1
Thank you for making contact with us and bringing this to our attention.
This response serves as confirmation that your query has been received. Please be assured that we have tasked our mobile team to investigate and provide feedback as soon as possible.
Interaction Ref: AI **********
Regards
keagan
Telkom Social Media Team
HI ranlea1
Thank you for making contact with us and bringing this to our attention.
This response serves as confirmation that your query has been received. Please be assured that we have tasked our mobile team to investigate and provide feedback as soon as possible.
Interaction Ref: AI **********
Regards
keagan
Telkom Social Media Team
Hi Keagan
2 days have passed and I haven't heard from the Telkom team. If your aim is to get better as a company you need to align to customer expectations. Most people I know would expect a 24-48 hour resolution to an issue posted on a public platform.
Before reviewing you on Hello Peter I also lodged a complaint on your Facebook and Twitter pages and emailed your customer service team. I received promises of imminent contact from each of these channels - but nobody has contacted me yet. It's clear that as a company you don't take customer service seriously.
Anyway, since I really wanted to sign up for the product offering in question I visited a walk-in Telkom store in Canal Walk Shopping Centre last night and Lorenzo Castle attended to my query swiftly, courteously and professionally. Within half an hour I walked out of the store with a new contract, a router & external antenna, sim card and a reference number for an installer to come to do the installation.
That's all it takes Telkom. One person. Just one person who is interested enough and passionate enough to apply himself / herself to the issue and actually it's very simple to resolve. I recommend that you get in touch with Lorenzo to thank him for protecting what little reputation your brand still has with me and to get tips on how a simple issue like this should be dealt with in future.
Hi Keagan
2 days have passed and I haven't heard from the Telkom team. If your aim is to get better as a company you need to align to customer expectations. Most people I know would expect a 24-48 hour resolution to an issue posted on a public platform.
Before reviewing you on Hello Peter I also lodged a complaint on your Facebook and Twitter pages and emailed your customer service team. I received promises of imminent contact from each of these channels - but nobody has contacted me yet. It's clear that as a company you don't take customer service seriously.
Anyway, since I really wanted to sign up for the product offering in question I visited a walk-in Telkom store in Canal Walk Shopping Centre last night and Lorenzo Castle attended to my query swiftly, courteously and professionally. Within half an hour I walked out of the store with a new contract, a router & external antenna, sim card and a reference number for an installer to come to do the installation.
That's all it takes Telkom. One person. Just one person who is interested enough and passionate enough to apply himself / herself to the issue and actually it's very simple to resolve. I recommend that you get in touch with Lorenzo to thank him for protecting what little reputation your brand still has with me and to get tips on how a simple issue like this should be dealt with in future.