Unprofessional call centre

Item: Telkom
Rating: 1
Author: Porsche D

I am absolutely horrified with your call centre service. I called on saturday morning, spent R165 airtime, first of all, after holding on to be assisted by a human, not machine, then eventually spoke to Ayanda in Sales, the call got cut before she could give me a reference number. I then logged onto your chat to see if I get any joy.... and again, sent from pillar to post... and basicly, all i want is a technician to come out urgently, as i work from home and rely on the internet, which is none existant at the moment.... this is a new installation, was installed last thursday, it seems that the power supply plug is not working because the router is completely off... this is off since friday evening, it worked perfectly for the day before. I am just very very very upset in the lack of feedback and treatment from Telkom call centre, i need to constant call you to find out whats happening.... and I am sorry to say.... I think your call centre staff is either lazy or simply lack motivation....I myself is in the call centre environment, I dont see Telkom moving much forward with this service.... my online chat as follows, check how many times I was fowarded... ended up in the same departments every time....they also just foward the chat without checking if its ok.... its like putting the ph down on someone... Your product is really good, the technical service provider who installed the product was brilliant but your call centre sucks big time.... and its not just one individual... it is a few... except for the last person that assisted. And now im wondering how long must i wait for the technician because they wait on telkom to log this call out... In the mean, i need to buy data for work purposes, AND pay your bill at the end of the month?????? There was a reason why i took uncapped data package, so that i dont have unneccesary expenses like this during the month and budget accordingly ! This is also my second contract with you, I have the mobile LTE contract too... but it does not pick up signal where i am, so i took another contract with a stronger line.... so surely you can aggree that by now i can be fed up??? I am a very easy going, forgiving person.... but this is unacceptable Chat as follows: Welcome to the Telkom Chat service. One of our friendly agents will assist you shortly. Please hold for the next available Agent. You are currently being assisted by Khayalethu Mesh Zwengu 11:55:28 AM You: HI 11:55:38 AMKhayalethu Mesh: Welcome to Telkom technical support. You are chatting to Khayalethu. How may I assist you? 11:55:39 AMKhayalethu Mesh: 11:56:11 AM You: Khaya... what do u need from me to call up my profile? 11:56:28 AM You: my landline ********** 350 11:56:35 AM You: ID: ********** 192087 11:56:59 AMKhayalethu Mesh: Please also provide me with your physical address 11:57:14 AM You: 29 7th Avenue, Saldanha Bay 11:57:42 AMKhayalethu Mesh: Thank you Porsche. How may I assist you? 11:58:27 AM You: I called earlier, to log a tech fault with my router... the call got cut.... 11:58:36 AM You: so... need to know whats happening.... 11:59:45 AMKhayalethu Mesh: Is this a new line? 12:00:00 PM You: sorry, yes it is... they installed on thursday... 12:00:13 PM You: i spoke to Ayanda in sales support earlier... 12:00:22 PM You: because its a new installation 12:02:25 PMKhayalethu Mesh: So it has not been working? 12:03:28 PM You: was working perfectly when they left... they last night the power supply plug tripped... 12:03:46 PM You: they tested the line earlier, that was fine 12:04:27 PM You: i just need the technician to come out with a new router package... 12:04:31 PMKhayalethu Mesh: Is the router on? 12:04:43 PM You: the power supply plug tripped 12:04:52 PM You: which means...no power to the router... 12:06:46 PMKhayalethu Mesh: You have already been given a router. I am not sure if I understand your query. How do you know that the router is faulty when there is no power going in to the router? 12:07:50 PM You: the router package... comes with a power supply plug.. its a package... all incl... so the plug (which is part of the package TELKOM supplies) tripped 12:08:23 PM You: MY QUERY, and all i ask.... please send a technician out... 12:08:40 PM You: and what im suggesting..... not confirming.... 12:08:57 PM You: to bring a new package along to test.... 12:09:22 PMKhayalethu Mesh: I must inform you of our unecessary call out charge of R288.35, That is only if the problem is on your side with your equipment (router/handset). If there's any problem from your wall jack, all the wiring leading up unto the Telkom Building / Exchange, then Telkom will fix it for you, with no charge. 12:10:22 PM You: This was installed on thursday... everything is practicly brand new... 12:10:47 PM You: how can i be charged for a fault on a new device 12:11:24 PM You: but anyway... do what you must... i will take this up after the technician has been... because I know this is not my fault... 12:11:38 PMKhayalethu Mesh: I will put you throuth to the sales department to assist you with this Please hold for the next available Agent. You are currently being assisted by Tenelle Sherri Pather 12:12:08 PM You: Tenelle 12:12:36 PMTenelle Sherri: Thank you for contacting Telkom Residential Sales and Billing Chat, you are chatting to Tenelle, how may I assist you? 12:12:44 PM You: Tenelle 12:12:48 PMTenelle Sherri: Yes? 12:12:55 PM You: can you read the previous chats? 12:13:00 PMTenelle Sherri: No i cannot 12:13:11 PMTenelle Sherri: Please advise on your enquiry? 12:13:16 PM You: I really dont feel like repeating myself for the (officially) 5th time 12:13:23 PM You: and R155 airtime later 12:13:36 PMTenelle Sherri: Yes, but i cannot view the previous messages. 12:13:37 PM You: my id: ********** 192087 12:13:47 PM You: landline: ********** 350 12:14:09 PM You: adress: 29 7th aveunue, saldanha 12:14:30 PMTenelle Sherri: Cell number and email address is? 12:14:36 PM You: ********** 417 12:14:44 PM You: ********** 12:14:57 PM You: spoke to your colleague in sales earlier, Ayanda 12:15:07 PMTenelle Sherri: Okay 12:15:13 PMTenelle Sherri: Thank you for the above. 12:15:55 PM You: I logged a technical fault, the call got cut 12:16:18 PMTenelle Sherri: Okay 12:16:26 PM You: this is a new account 12:16:33 PM You: installation done on thursday 12:16:38 PMTenelle Sherri: What is the enquiry? 12:16:42 PMTenelle Sherri: Yes? 12:16:57 PM You: is my profile up in front of you? 12:17:11 PM You: has nothing been logged? no tech support? 12:17:50 PM You: Please speak to Ayanda, ask her for the reference number for our call... 12:18:21 PMTenelle Sherri: I cannot advise you on that as you would need to speak to technical and this ius sales. 12:18:43 PMTenelle Sherri: I cannot please log off and re-log into the technical chat NEXT chat Welcome to the Telkom Chat service. One of our friendly agents will assist you shortly. Please hold for the next available Agent. You are currently being assisted by Akhonke Dumisani Grootboom 12:25:41 PMAkhonke Dumisani: Thank you for contacting Telkom Technical Support, you are chatting with Akhonke, how may I assist? 12:26:16 PM You: Please call up my details... im very very frustrating... trying to get proper service out of your call centre.... 12:26:26 PM You: ID: ********** 192087 12:26:35 PM You: Landline: ********** 350 12:26:51 PM You: Adress: 29 7th Avenue, Saldanha 12:27:05 PM You: Cell: ********** 417 12:27:16 PM You: email: ********** 12:27:32 PMAkhonke Dumisani: Thank you for the information 12:27:56 PM You: I need a technication to come out to my house 12:28:04 PM You: the power supply plug is not working 12:28:11 PMAkhonke Dumisani: Please kindly confirm if you are the owner of the line Porschw? 12:28:17 PM You: thats correct 12:28:32 PM You: this is a new order, installed on thursday 12:28:43 PM You: so everything is brand new 12:28:58 PM You: it worked fine till last night 12:29:24 PMAkhonke Dumisani: Please confirm,which power plug are you refering to Porschw? 12:29:47 PM You: there is only one power plug with the adsl and wifi router package 12:30:06 PM You: power supply plug that comes with the router package 12:31:03 PMAkhonke Dumisani: Please confirm,what did sales say Porschw? 12:31:46 PM You: im sure they logged the technical.... but the call got cut, i need the reference... spoke to ayanda 12:32:31 PM You: please please, can you just try and call her... 12:32:58 PM You: OR, send the tech out... im sure its a small problem 12:32:59 PMAkhonke Dumisani: Please allow me to put you through to sales chat,they will check on the ref 12:33:05 PM You: NO NO NO 12:33:10 PM You: PLEASE NO 12:33:34 PM You: I spoke to them earlier, they told me to log off and contact you guys 12:34:02 PMAkhonke Dumisani: Porschw,i won't be be able to track the ref.sales needs to check on their end 12:34:16 PM You: can you not phone them? 12:34:24 PM You: its really not that difficult 12:34:41 PM You: i spoke to them twice before 12:35:59 PMAkhonke Dumisani: Unfortunately not,please allow me to put you through to them 12:36:44 PM You: and it took you a whole 5 minutes to answer? 12:37:02 PM You: put me through if you must.... 12:37:13 PM You: and also expect a complaint 12:37:41 PMAkhonke Dumisani: Porschw is there anything else i can assist you with? 12:38:07 PM You: you do not want to assist me ... so put me through 12:38:52 PMAkhonke Dumisani: Sales will be able to assist,we won't be able to log a fault from our end 12:39:14 PMAkhonke Dumisani: Thank you very much for contacting telkom and may you enjoy the rest of your day.Goodbye! Please hold for the next available Agent. You are currently being assisted by Sibonelo Ndimande 12:39:28 PMSibonelo: Thank you for contacting Telkom Residential FixedLine Sales/Billing , you are chatting to Sibonelo,how may I assist you? 12:39:40 PM You: Sibonelo... 12:39:55 PM You: Do you have Ayanda close to you? 12:40:15 PMSibonelo: Ayanda who ? 12:40:24 PM You: Nevermind.... 12:40:28 PM You: what do you need from me 12:40:39 PMSibonelo: For ? 12:40:47 PM You: i have been busy on this chat for an hour..... with no results 12:40:56 PM You: been put through from pillar to post 12:41:11 PM You: i need you to call up my profile 12:41:16 PM You: its a new installation.... 12:41:25 PM You: installed on thursday 12:41:34 PM You: ID: ********** 192087 12:41:47 PM You: landline: ********** 350 12:41:59 PM You: adress: 29 7th Avenue Saldanha 12:43:00 PMSibonelo: There is a new order done today 12:43:22 PM You: what does this mean 12:43:31 PMSibonelo: That you need a technician 12:43:43 PM You: yes... 12:43:52 PM You: the call got cut so i dont know whats been done 12:44:05 PM You: so, i need you to give me full feedback please 12:44:55 PMSibonelo: Your order number ********** 30A you need to wait for an sms with the details as to when he will come 12:46:24 PM You: Thank you Sibonelo.... this is all i really wanted in the first place 12:46:42 PM You: then your colleague Tenelle, told me to log off and log with Tech support 12:46:56 PM You: and all this went on for about an hour... 12:47:24 PMSibonelo: Sorry about that 12:47:26 PMSibonelo: Thank you for using our Telkom Chat Service, please enjoy the rest of the day. 12:49:24 PM You: thanks

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