Derrick
ლ(ಠ_ಠ )ლ
- Joined
- Nov 22, 2010
- Messages
- 5,085
- Reaction score
- 5
Fault repairs times at Telkom are far from adequate, unlike the story they have given Icasa.
At a recent meeting between Telkom, Icasa and MyADSL the incumbent operator stated categorically that their fault resolution times had been fixed. Icasa said that they expected a fault to be resolved within 24 hours.
My recent personal experience with the fixed line operator belies these assurances as it is already a week and I’m getting no ring tone.
Following due process
This problem started when the technicians came to install another telephone line. They basically stuffed up and now my other line is dead.
I dutifully log a fault and they then did a little test at the exchange, nothing. They must escalate the issue.
Then I phone and they say that it hasn’t even been given to a technician yet but they will once again ‘escalate it’.
I ask Thabiso what this means. It apparently means that your problem now becomes important.
I ask them for some sort of time frame for the problem to be resolved but the very friendly Thabiso doesn’t want to get my hopes up and make false promises.
The backlog information sits in Durban or Cape Town and neither he nor his other friendly helper Jane in customer care have access to this.
So they can give me absolutely no information about the problem all they can do is hand it on and tell me to wait.
And, if I want money back for it they won’t refund me automatically. I must phone 10210 and lodge another complaint with accounts.
This service stinks and contrary to statements made by Telkom, fault repair times are not 24 hours.
At a recent meeting between Telkom, Icasa and MyADSL the incumbent operator stated categorically that their fault resolution times had been fixed. Icasa said that they expected a fault to be resolved within 24 hours.
My recent personal experience with the fixed line operator belies these assurances as it is already a week and I’m getting no ring tone.
Following due process
This problem started when the technicians came to install another telephone line. They basically stuffed up and now my other line is dead.
I dutifully log a fault and they then did a little test at the exchange, nothing. They must escalate the issue.
Then I phone and they say that it hasn’t even been given to a technician yet but they will once again ‘escalate it’.
I ask Thabiso what this means. It apparently means that your problem now becomes important.
I ask them for some sort of time frame for the problem to be resolved but the very friendly Thabiso doesn’t want to get my hopes up and make false promises.
The backlog information sits in Durban or Cape Town and neither he nor his other friendly helper Jane in customer care have access to this.
So they can give me absolutely no information about the problem all they can do is hand it on and tell me to wait.
And, if I want money back for it they won’t refund me automatically. I must phone 10210 and lodge another complaint with accounts.
This service stinks and contrary to statements made by Telkom, fault repair times are not 24 hours.