I had a(nother) bad experience this weekend.
Telkom were working on the poles (the boxes on the poles) in our area on Friday. When i got home I found that my ADSL and voice line were dead. The last entry in my mail log showed connectivity at 10:47, I know Telkom were on the pole outside my house at about 12:00 midday. Coincidence?
With no land line I had to use my mobile to call their help desk (why do they call it that?). I reported the problem at about 18:10 and, amazingly was called back about 30 minutes later. They were dispatching a technician.
07:55 on Saturday I called again to find out where this technician was. Eventually left on hold while they checked the status of the call
10:17 I repeated the above exercise. This time after waiting 5 minutes for an operator and taking 2 minutes to explain to here why I wanted to escalate the call, I was left on hold while she escalated the call. I gave up after 5 minutes and called back to be left waiting for an operator for a further 5 minutes before giving up again.
07:47 on Sunday, once more into the fray. Seems like a good time to call, got answered immediately, then put on hold while she looked up the call, then picked up a by a different operator. And then a pretty close rerun. I eventually requested that a supervisor call me back. Gives me something to look forward to in my old age.
11:40 a technician, Steven, did show up and spent the best part of the next 3 hours tracking the fault from pole to pole. He did fix it and I have no complaints with his attitude, competence or understanding of the issue.
What I want to know (well one of the may things actually) is how Vodacom who are owned by Telkom can justify charging me for being on hold when the only reasons I was in that situation are that a) Telkom disconnected my ADSL when performing unrelated work on the poles and b) due to this I had no land line for which Telkom have already been paid.
Telkom were working on the poles (the boxes on the poles) in our area on Friday. When i got home I found that my ADSL and voice line were dead. The last entry in my mail log showed connectivity at 10:47, I know Telkom were on the pole outside my house at about 12:00 midday. Coincidence?
With no land line I had to use my mobile to call their help desk (why do they call it that?). I reported the problem at about 18:10 and, amazingly was called back about 30 minutes later. They were dispatching a technician.
07:55 on Saturday I called again to find out where this technician was. Eventually left on hold while they checked the status of the call
10:17 I repeated the above exercise. This time after waiting 5 minutes for an operator and taking 2 minutes to explain to here why I wanted to escalate the call, I was left on hold while she escalated the call. I gave up after 5 minutes and called back to be left waiting for an operator for a further 5 minutes before giving up again.
07:47 on Sunday, once more into the fray. Seems like a good time to call, got answered immediately, then put on hold while she looked up the call, then picked up a by a different operator. And then a pretty close rerun. I eventually requested that a supervisor call me back. Gives me something to look forward to in my old age.
11:40 a technician, Steven, did show up and spent the best part of the next 3 hours tracking the fault from pole to pole. He did fix it and I have no complaints with his attitude, competence or understanding of the issue.
What I want to know (well one of the may things actually) is how Vodacom who are owned by Telkom can justify charging me for being on hold when the only reasons I was in that situation are that a) Telkom disconnected my ADSL when performing unrelated work on the poles and b) due to this I had no land line for which Telkom have already been paid.
