Unprofessional service and no feedback

<p>I reported a line fault in last week. A reasonable expectation is to ask when service will be restored. This question seems to be rhetorical. Customer care cannot and will not answer this question. I pay for this service. This is not something I get out of charity. The problem is that I have to call them to get an update. The update is exactly the same as yesterday. “The problem has been escalated.” We seem to have different ideas to what the meaning of the word “escalate” is. I don’t want a rehe****d answer. I want information. I want reliable information.</p> <p>I grew up with a work ethic that prevents me from disappointing my customers or people that depend on me. My personal motto when it comes to people is a simple question: “Have I ever let you down?” The answer must be: “No.” The answer will never be: “Yes!”</p> <p>I have come to realize that trust is more important than respect. Once trust is broken, it can never be repaired. If cannot rely on a product, business or service, I will never do business with them again. This includes banks, insurance companies and even a supermarket chain.</p> <p>The situation with Telkom is simply a matter of not having any other choice. We are being held hostage by a company that is 39% owned by the state. We have no choice. Telkom has a practical monopoly and carte blanche to treat us like the “undeserving poor”. They will help us on their terms. They should work on our terms, we are the customers.</p> <p>You cannot complain about the bad service. There is no working phone number for the so-called “Regional Customer Care”. I want to talk to somebody with answers. The website that is supposed to track my fault does not work. This feature seem to be placed simply to lull difficult people. Totally useless. The facility to test for a problem always tells you –“ We are aware that your line is currently down and we are working hard to get this up and running shortly.” </p> <p>Unfortunately, I am a somewhat difficult and demanding person. I am never unreasonable. I believe, with proper motivation, everything is possible. In this day and age people have done things that would seem impossible. Fixing a cable fault is not something that should take days(?) (they can’t even say how many). Maybe my expectations are too high, but if you state that you are the "best developed and most modern in Africa"in your field, this should not be a problem. The fact is if you provide a professional service you have to do business in a professional way. This is not professional.</p> <p>When dealing with customers in normal business.</p> <p>Rule 1: “The customer is always right!”</p> <p>Rule 2: “If the customer is wrong, refer back to Rule 1.”</p> <p>In Telkom’s case:</p> <p>Rule 1: “Take as long as you can!”</p> <p>Rule 2: “Be as evasive as you can! Give them mumbo-jumbo that can mean anything.”</p> <p>Rule 3: “The customer must pay.”</p> <p>Rule 4: “If we lose some business, the government will bail us out, don’t worry.”</p> <p>Rule 5: “The customer will come back, he doesn’t have a choice.”</p> <p>I would like some feedback.</p> <p>Kongo</p> <p> </p>