JM
Jan M
1 reviews | Active since Aug 2013
08 Sept 2017, 16:08
Utter incompetence
About two months ago I used the Telkom website to subscribe to ShowMax. According to the website, I was supposed to receive an SMS with the ShowMax voucher. The voucher SMS never came. Now also on the Telkom website is a link for when a client did not get his SMS. Clicking on the link takes you to the chat system. However, on the chat system, the agents tell you that they can not help you, you need to phone sales.
This is how it went:
I phoned sales. No, they can not help, I must speak to another department. They put me through (note, also, each time I wait 10+ minutes to be helped). I get an answer - no, they can not help! It is the mobile department that must help me! I ask, "are you sure?". Yes, sir. I wait another 10 minutes. Get through. No no no, Sales must help with this! I say again, listen, are you SURE? Because I just spoke to sales, they said it is not them. The Telkom person assures me, yes, it is sales!
LONG story short - a month later, I finally get to a person who tells me that no, I will never get the token, because my line is managed by a third-party, not Telkom. "Well Telkom has already taken R200 off my account for this service" I say. "Please arrange for it to be reversed.". Yes sir, she says.
Just now (a week later), I phone again. I moved my line back to Telkom in the process of moving to a new house. "Can I please NOW get my token SMS'ed to me?". The person who helps me asks me to hold. I do. Guess what she says when she comes back? "My manager informed me that you must call MOBILE DEPARTMENT and tell them to re-send my Token SMS". Great. Whatever. She puts me through.
At Mobile department, I explain it to the person, and I am told "Sorry sir... this is Mobile Department. You need to speak to fixed line department!"
Note, this is a highly edited version of the events. In total I have phoned 8 times. Even asked to speak to management (somehow they are always in meetings). I have called and called, explained over and over - being transferred endlessly.
What the ******* HELL is this bull****? All I want, Telkom, is my ******* token, which I AM PAYING FOR FOR TWO MONTHS NOW.
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Replies (5)JM
Jan M's updateReviewer Update
22 Sept 2017, 11:44Making this reply public for the world to see. This incompetence is just never ending and it deserves at least to be visible publicly.
What I did just a week or so ago, was log in to the Telkom website. There I saw that a dispute was logged, asking for my money to be refunded. I think that has not been done yet, but at least it is there. In the meantime, I have app**** for another Showmax token, since I have moved into a new house and I am back with Telkom now, and I got that token.
So for now this issue is resolved, although I do want all of the monthly payments of the other token that I never got, to be refunded as soon as possible.
Let me take this opportunity to complain about more incompetence, which happened recently, on my very next inquiry with Telkom. Perhaps you can help me sort this out too.
Now that I have moved into my new house, and after my line migration was done weeks ago, on the morning of Monday the 18th I phoned Telkom, asking to upgrade my line speed from 4Mb/s to 10 Mb/s. I was told that there is a pending order, for the migration of my line, to my new address. I told the lady that answered my call that no, that is a mistake, that call has been completed WEEKS ago. My line is activated at the new address, and it has been for weeks. She said oh OK, she would close the call and put my order for a faster line through. I gave all the details she requested, and she said my new line speed will become active within 73 hours. Thanks, I said, and the call was done, me being happy that at least this time, Telkom did their job.
I phoned this Wednesday morning, to just check the status, because I was still on 4Mb/s. Guess what I was told? Firstly, that my line still needs to me migrated to my new address, and I can only do another order once my line is active at the new address. I told the woman that helped me that no, it was the same story on Monday when I phoned in originally, and I explained everything to her. This new lady told me that sorry, she can not help me, until the previous call is closed. I asked her specifically, if she understands why I am ****** FRUSTRATED because of INCOMPETENCE, because 1) my line migration has been complete for TWO WEEKS, 2) I phoned on Monday (3 days ago) and explained this already and put in an order, and was told all is good I must just wait up to 72 hours, and 3) NOW I am being told that my previous line speed upgrade order DOES NOT EVEN EXIST, and 4) I must wait, who knows how long, until the previous order is closed. I has been open for two weeks already - must I wait two weeks more? And then only can I order a line speed upgrade? And then, after two more weeks, I must wait 72 hours AGAIN, after I have JUST waited 72 hours after being told the order is processing?
Excuse my language but what the **** are you people doing? How is it possible, for such incompetence to even exist? How is it physically POSSIBLE? I could not believe this, so I asked to talk to a manager. "No sir, here are no managers." I asked "Can ANYONE help me? Do you AGREE this is ridiculous service?" She said "Yes sir I agree. No sir, nobody can help you. You must just wait and wait more until the previous call is closed, then you can order the line speed upgrade AGAIN, and wait 72 hours AGAIN."
The reference number for that call is: ********** .
I will post all this on public HelloPeter.
Get my ShowMax money, for every month, refunded IMMEDIATELY. Also, I waited my 72 hours (and since it is Friday now, 48 hours more on top of that) after putting my order for the line speed upgrade in and being told it will be activated within 72 hours - IMMEDIATELY activate my requested 10Mb/s line.
JM
Jan M's update22 Sept 2017, 11:44
Reviewer Update
Making this reply public for the world to see. This incompetence is just never ending and it deserves at least to be visible publicly.
What I did just a week or so ago, was log in to the Telkom website. There I saw that a dispute was logged, asking for my money to be refunded. I think that has not been done yet, but at least it is there. In the meantime, I have app**** for another Showmax token, since I have moved into a new house and I am back with Telkom now, and I got that token.
So for now this issue is resolved, although I do want all of the monthly payments of the other token that I never got, to be refunded as soon as possible.
Let me take this opportunity to complain about more incompetence, which happened recently, on my very next inquiry with Telkom. Perhaps you can help me sort this out too.
Now that I have moved into my new house, and after my line migration was done weeks ago, on the morning of Monday the 18th I phoned Telkom, asking to upgrade my line speed from 4Mb/s to 10 Mb/s. I was told that there is a pending order, for the migration of my line, to my new address. I told the lady that answered my call that no, that is a mistake, that call has been completed WEEKS ago. My line is activated at the new address, and it has been for weeks. She said oh OK, she would close the call and put my order for a faster line through. I gave all the details she requested, and she said my new line speed will become active within 73 hours. Thanks, I said, and the call was done, me being happy that at least this time, Telkom did their job.
I phoned this Wednesday morning, to just check the status, because I was still on 4Mb/s. Guess what I was told? Firstly, that my line still needs to me migrated to my new address, and I can only do another order once my line is active at the new address. I told the woman that helped me that no, it was the same story on Monday when I phoned in originally, and I explained everything to her. This new lady told me that sorry, she can not help me, until the previous call is closed. I asked her specifically, if she understands why I am ****** FRUSTRATED because of INCOMPETENCE, because 1) my line migration has been complete for TWO WEEKS, 2) I phoned on Monday (3 days ago) and explained this already and put in an order, and was told all is good I must just wait up to 72 hours, and 3) NOW I am being told that my previous line speed upgrade order DOES NOT EVEN EXIST, and 4) I must wait, who knows how long, until the previous order is closed. I has been open for two weeks already - must I wait two weeks more? And then only can I order a line speed upgrade? And then, after two more weeks, I must wait 72 hours AGAIN, after I have JUST waited 72 hours after being told the order is processing?
Excuse my language but what the **** are you people doing? How is it possible, for such incompetence to even exist? How is it physically POSSIBLE? I could not believe this, so I asked to talk to a manager. "No sir, here are no managers." I asked "Can ANYONE help me? Do you AGREE this is ridiculous service?" She said "Yes sir I agree. No sir, nobody can help you. You must just wait and wait more until the previous call is closed, then you can order the line speed upgrade AGAIN, and wait 72 hours AGAIN."
The reference number for that call is: ********** .
I will post all this on public HelloPeter.
Get my ShowMax money, for every month, refunded IMMEDIATELY. Also, I waited my 72 hours (and since it is Friday now, 48 hours more on top of that) after putting my order for the line speed upgrade in and being told it will be activated within 72 hours - IMMEDIATELY activate my requested 10Mb/s line.
JM
Jan M's updateReviewer Update
26 Sept 2017, 16:42When can I expect to get help with my issues?
I am holding right now , waiting for an operator to pick up the phone. I will give an update when the call is done. I suspect that the call that was completed a month ago, will still be open, and they will not be able to help me close it so that I can order an upgrade. I will let you know...
JM
Jan M's update26 Sept 2017, 16:42
Reviewer Update
When can I expect to get help with my issues?
I am holding right now , waiting for an operator to pick up the phone. I will give an update when the call is done. I suspect that the call that was completed a month ago, will still be open, and they will not be able to help me close it so that I can order an upgrade. I will let you know...
JM
Jan M's updateReviewer Update
26 Sept 2017, 17:08OK so waited 20 minutes for someone to pick up. A lady eventually picked up, I said hi, long silence... then she said hi. I asked her to check if there is still an open order on my name. She said nothing... I heard someone in the background, and she said "Eish, sheesh... eish...", instead of talking to the customer that she has picked up the phone for. I can HEAR her on the phone eish-ing and sheesh-ing about something and ignoring me.
Then asking me for my line number. Said "OK can you please stay on the line for me sir." I waited maybe three minutes. Is she chatting? Is she checking for an open order on my account?
Back again, apologizing because her system is very slow, not loading my profile. Said it is switching off and on again. Offered to call me back, so I explained what I wanted (to check that the 20+-day old order is closed so that I can order the line speed upgrade). She asked me to wait again.
4 minutes later, said no, she thought the system was OK but she is still waiting. At least she apologized. Said she would call me back in maybe 30 minutes with the info.
All in all, not bad service since she apologized, but something seriously wrong with your computers, in a 10 minute call could not even load my profile. I will see if she gets back to me and if the call that was done 20+ days ago is closed now or still open.
JM
Jan M's update26 Sept 2017, 17:08
Reviewer Update
OK so waited 20 minutes for someone to pick up. A lady eventually picked up, I said hi, long silence... then she said hi. I asked her to check if there is still an open order on my name. She said nothing... I heard someone in the background, and she said "Eish, sheesh... eish...", instead of talking to the customer that she has picked up the phone for. I can HEAR her on the phone eish-ing and sheesh-ing about something and ignoring me.
Then asking me for my line number. Said "OK can you please stay on the line for me sir." I waited maybe three minutes. Is she chatting? Is she checking for an open order on my account?
Back again, apologizing because her system is very slow, not loading my profile. Said it is switching off and on again. Offered to call me back, so I explained what I wanted (to check that the 20+-day old order is closed so that I can order the line speed upgrade). She asked me to wait again.
4 minutes later, said no, she thought the system was OK but she is still waiting. At least she apologized. Said she would call me back in maybe 30 minutes with the info.
All in all, not bad service since she apologized, but something seriously wrong with your computers, in a 10 minute call could not even load my profile. I will see if she gets back to me and if the call that was done 20+ days ago is closed now or still open.
JM
Jan M's updateReviewer Update
27 Sept 2017, 09:31As I expected; it is now 09:30 the next morning and the lady who promised to call me back within 30 minutes because your software does not work, has not done so.
JM
Jan M's update27 Sept 2017, 09:31
Reviewer Update
As I expected; it is now 09:30 the next morning and the lady who promised to call me back within 30 minutes because your software does not work, has not done so.
JM
Jan M's updateReviewer Update
29 Sept 2017, 16:51Today, the unthinkable happened. I spoke to a Telkom call center lady, Nomjabulo Shongwe, who was not only friendly, but helpful and competent. Whereas the limit of helpfullness of all the previous agents I spoke to was to escalate the problem to someone else, Nomjabulo Shongwe actually listened to my complains, and got the now month-old call closed. In 30 minutes, she did what each of the previous agents should have done. I asked her manager's email address to write to him directly about this lady, to suggest to him that she is one of the only competent call agents at Telkom and that she get official recognition and reward. She closed my call, put through my line speed upgrade order, all with friendliness and willingness to help and we were done in 30 minutes. Unbelievable. She should be made supervisor.
Telkom, Nomjabulo Shongwe is an example of what a call center agent should be like. 99% of the rest of your agents are *********** fools. And this is proven very very nicely by the contrast of what Nomjabulo Shongwe got done for me in 30 minutes, where all the others before her failed.
JM
Jan M's update29 Sept 2017, 16:51
Reviewer Update
Today, the unthinkable happened. I spoke to a Telkom call center lady, Nomjabulo Shongwe, who was not only friendly, but helpful and competent. Whereas the limit of helpfullness of all the previous agents I spoke to was to escalate the problem to someone else, Nomjabulo Shongwe actually listened to my complains, and got the now month-old call closed. In 30 minutes, she did what each of the previous agents should have done. I asked her manager's email address to write to him directly about this lady, to suggest to him that she is one of the only competent call agents at Telkom and that she get official recognition and reward. She closed my call, put through my line speed upgrade order, all with friendliness and willingness to help and we were done in 30 minutes. Unbelievable. She should be made supervisor.
Telkom, Nomjabulo Shongwe is an example of what a call center agent should be like. 99% of the rest of your agents are *********** fools. And this is proven very very nicely by the contrast of what Nomjabulo Shongwe got done for me in 30 minutes, where all the others before her failed.