Worst Customer Service
My internet has stopped working, following a few processes like turning things on and off again to try make sure it is nothing on my side. After a restart all websites had a security warning and no connection to the Internet. I tried: Re-Naming the SSID, admin passwords, Mac Addresses and creating a new profile to ensure nothing is interupting. after all that all websites still had a security warning and still no connection to the Internet After this I decided to log a call starting on the 16th of october 2017.
Starting with the online method of contacting them, 1) trying the online chat, the chat was cleared and disconnected without any action from me, could never reach another consultant to talk through it and they never called me back. 2) Failing the live chat method, the Email Method of contact, has still not gotten back to me . The following day I informed them that due to lack of comunication I will be charging them for time lost without internet and expect my account to be debited. 3) failing to get any feedback I called in and spoke with "Brenda Magubane" if you get her as a call center person you might actually get somewhere, she was very professional and great, however she did not inform me that the 3 working days was just for comunication and imp**** that the issue would be sorted out within those those 3 days.
Later I called "Bongi Nkuna," they where very unhelpful which lead me to speak to a superviser by the name of "Sibusiso Maphumulo". "Sibusiso Maphumulo" blatently **** to me and did not email me as promised nor did Telkom get back to me in the Timeframe he promised me "3 days from time logged" that would have put the feedback on the 20th of october - as mentioned I got nothing from telkom. They also hid behide the word "process" basically telling me to go away without commiting to anything. This call was conducted on the 19th of October meaning that the call should have come through the following day.
This lack of comunication all round Gets very frustrating and led me to call again on the 23rd after still not recieving any comunication. I spoke to a person by the name of "Eugene Mkhwa****" who does not seem to understand Client Frustration nor how to deal with it, nor do they seem to want to step out of the comfort of their seat to find a manager to deal with a situation nor a disgrunteled client. based on the previous issues they agreed with treating the word "Process" as a profanity and when called out on this they rejected ever having agreed to that, despite me informing that the call was recorded from my side too.
I am still getting contradicting information as to where we sit in the process.
They are suggesting that it is acceptable to be without internet for up to 13 days in a month before you get feedback, Yes JUST FEEDBACK - not even having it fixed. that is basically half a month. and then once contacted by them I may REQUEST a technision, which will then be an undisclosed time for a technition to arrive, then they feel it is acceptable to still pay them for the month of "Service"
Trying to get anything in writing as to an SLA has been a nightmare! I have been trying to speak with "Tracey Mdebele" about the SLA and am getting controdictory information then was kicked out of the chat and disconnected as mentioned before, and have screenshots of the chat until I was kicked out, last screenshot shows me actively asking for disct information which they did not give me enough time to read or reply to before disconnecting me!
Basically there has been ZERO communication from Telkom and I am being told to go away. And this **** level of service is not good enough.