Why Telkom dissapoints...

<p>So after logging an ADLS fault (you know, great when it works, bad when it doesn't...), several (frustrating if not fruitless) conversation with the 10210 call center, I hope (really, I do!!!), that someone in Telkom (that cares, still wants to work there, and more importantly is in a position to actually change something!), will read this:</p> <p> </p> <p>Comment One: Excellent call center stats... in more than 10 calls once I made the selection via IVR, the call gets answered almost immediately. Well done</p> <p>Comment Two: However: once the call is logged, it's a void it goes into. An attempt is made to "simplify" the business process does not really make a difference. No one in the value chain seems interested or mandated to update what steps are taken. Escalalations are... well, just a service note. My experience is no one *actually* acts on an escalation.</p> <p>Comment Three: It really will help if the call center agents sing from the same song sheet... one cannot be told by different people that:</p> <p>- your issue will be dealt with in 48 hours (this only for business accounts...)</p> <p>- The SLA is still within 7 days, so you can't expect any feedback yet</p> <p>- The SLA is actually 14 days, 7 days with the testing centre and 7 days after that once it gets assigned</p> <p>- A technician wil be assigned to your isse (when no one is actually assigned)</p> <p>Comment Four: Maybe a residential customer should know and be told (maybe via the wonderful SMS we receive), what the min & max SLA times are. Set the expectation and just maybe fewer people will be angry!</p> <p>Comment Five: Where in my signing any Telkom documentation did I sign for a 14 day SLA?</p> <p>Comment Six: Maybe someone wants to publish the ADSL escalation / SLA details on the Telkom website (MIght have missed it of course...)</p> <p> </p> <p>In summary: As hard as Telkom is trying, their excellence is measured when things go wrong, not when ADSL is up. </p>