WORST CUSTOMER EXPERIENCE EVERY

I have been since Telkom since the launch of Telkom landline (Pre-paid) and never have I ever in my whole life experienced such blatant disrespect for it's customers and poor customer service. I normally recharge my account every month end and notice my landline not working, I reported a fault and was provided with the sms reading. Telkom SA: Dear Customer, Fault 121CRZ130518 has been created for Service ID 011945..... on the 13 May Telkom SA: Telkom will endeavour to resolve this problem within 5 days. Please refer to the Telkom app for further information regarding your fault. After 5 days no technician dispatched or and assistance or escalation at all. Again I followed up and not only did the contact centre consultant not know what she talking about, no probing done on the consultants part and the consultant dealing with my enquiry did not even attempt to ask if they could place me on hold while she enquires further information regarding my issues from her team leader or manager. The walk-in-centre proved to be even worst at SOUTHGATE MALL which was the worst experience ever, not only was I in a queue for 3 hours with, an irritated infant who was crying and very uncomfortable. Not once was I assisted my poor child had to continue screaming her lungs out and I wanting a resolution to my issue was forced to stay in the queue just to get some feedback regarding my issue. No empathy, no sense of taking initiation and assisting me or making an exception. Finally, when I was assisted I was advised that their system is down and that I will need to call 10120 due to them migrating all landline customers over to saterlight phone. No apology, no senior management and no sense of what customer service is really about, the consultants did not bother going and extra mile or inform us when she was going on lunch break for an hour.

Ironically a friend of mine who lives 4 blocks from me and a pensioner who is also using pre-paid does not have the same issue, I myself have 15 years customer service experience and never in my life would I have imagined that such a prominent company such as TELKOM would treat its customers in such a fashion. Not only does it leave a bad taste in my mouth but it was so appalling, is this the type of employees you hire to represent you company? That really says a lot as to the value you place on us as customers. I pay for a service and have not experienced any joy whatsoever with your contact centre or walk-in-centre. On the 14 May 2018 I received another sms advising me as per the sms: " Your fault is in hand with our technical repair division. Please do not reply to this sms TELKOM. The last communication received was sent on the 20 May advising me that due to repeated cable incidents in my area, Telkom has decided to offer me an alternative solution. Details will be shared shortly. It is not the month of June and no solution to a fault logged in May, no refund for my pre-paid airtime bough and no explanation or solution. I valued the service I was receiving over the years and continued to support and by into the companies vision. As a customer as I asking too much to have a land line phone that I can actually use and enjoy a service I used to find joy in but, this has really revealed how TELKOM SA employees have no sense of customer service at all.

I welcome Telkom to personally contact me and believe you me I will not be leaving it here from your dissatisfied customer.

Rgds,