The long wait to Telkom - 10210 blues

wrinklyo

wrinklyo

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Recently had Fast DSL 3 month FREE trial installed. My next Telkom account had R400 extra on it. Lodged a dispute on the Telkom web page, but (surprize!) nothing happened. So phoned 10210 to sort it out. Waited 40 minutes for them to answer the phone - eventually gave up. Tried again the next day. Waited 20 mins then got irritated with their tinny music. Next day my wife tried, we took turns holding the phone so we could go to the toilet, etc. Eventually got thru and the guy sorted out this month, but said we will have to phone the internet dept to sort out the next 2 months, otherwise we'll be charged again.:confused: So we phoned them, also 10210 number, waited 30 mins then gave up. tried next day - 20 mins, then gave up. Tried today again. We played chinese checkers while waiting for their call centre to pick up. 42 minutes - a new record - and still they didn't answer. :mad:

What the hell is Telkom doing? Are they mad? :twisted: How many Fast DSLs are they going to sell treating their customers like this?

My daughter says that to prevent you getting corns on your backside from sitting by the phone so long, dust your butt with Telkom powder. :D
 
They do give you the option to hold your place in the queue and then they call you back. Why did you not select that option rather?
 
wrinklyo said:
Recently had Fast DSL 3 month FREE trial installed. My next Telkom account had R400 extra on it. What the hell is Telkom doing? Are they mad? :twisted: How many Fast DSLs are they going to sell treating their customers like this?
Click to expand...

Same thing happened to a friend of mine. They charged him for the free trial every freaking month. We opted to go for the direct route, 3 months in a row - straight to the telscum shop to kick the one that looked the most competent and then getting them to fix the problem for us. Was a hengse schlep.

mercurial said:
They do give you the option to hold your place in the queue and then they call you back. Why did you not select that option rather?
Click to expand...

+1
 
Same thing here, but i resorted to pushing the 1 option. They did come back and we found that they had loaded the wrong package. It was uncapped basic instead of advanced. So while busy checking and answering their questions we got cut off. Second time round they phoned back only for them to play ping pong with me. Hung up. Third time was the same. Eventually i got a call back from a local number 021... And I was finally sorted. The accounts department had to reverse charges and then I was routed to the new Internet service helpline. They had to first cancel the bssic and the email account and then loaded the advanced. I also received new passwords etc. The speeds are much faster now too.
 
With call centres I usually make my first call the previous evening to hear what time they open. Then I phone at exactly the second they open.

In fact, I time it such that after going through the press-1-press-2 stuff, I end up being put through a few seconds after they open. Opening/closing times seem to be automated. I always get through to a human immediately and they're often quite helpful seeing that I am their first caller.
 
OK, did that call back thing. They took one and a half hours to call back, then I still had to wait ten minutes before I got a human being. Who wasn't very confidence inspiring. I got something done, but I've got a foreboding that it's not quite right. Frightening stuff this telkom.
 
sigh I called that forsaken number this weekend and had a mixed result, first 2 times got to
call centres in jhb and the service was beyond bad!!! horrid to be honest first guy didn’t know
what he was doing and put me on hold for a full 35min hoping I would kill the call which I
eventually did ... the second lady was an absolute B&%ch with loads of attitude,
Finally got through to Nasief from cape town I think it was who was an absolute champ
and sorted me out in 5 min!
 
mercurial said:
They do give you the option to hold your place in the queue and then they call you back. Why did you not select that option rather?
Click to expand...

9 times out of 10 you will get a callback that just hangs up ..... don't be fooled by their incomptence.
 
I've never held on the phone for more than 10 minutes. If possible phone during lunch time. Seems to be the best time of day to get through quick pozew
 
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Lol, you guys complaining about 40 min, try 2 hours. Had it on speaker phone, the call you back option failed the previous day so was not falling for that crap again (btw, they "called" me back 1 hour later, only to drop the call, conveniently at around 16:00). When I eventually got through I was amazed to hear that my internet had been cancelled by the agent I was speaking to, strange as I wanted a service activated (guess I must speak funny or something), this promoted a "please hold" that lasted 30 min, I could imagine the frantic calls to their tech department to re-activate my account ect, but they missed a step and messed up my pop3 account, so guess what, I had to call back the next day ! That was a quick one, only 1h15 min hold, this time I was connected with a competent tech as I unloaded on the one who answered demanding to speak to a supervisor or I would initiate legal action (lame I know but it worked), he (the competent tech) sorted out the issues in 10 min (with my help).

Edit: While reading this thread I can actually hear that hold tune in my head :sick:
 
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