A suggestion for Telkom (if they take them)

[Imagine101011]

I live in a pocket of subspace in Randburg that is devoid of any decent mobile signal and pretty much decent ADSL too. ADSL is better though. Having said that, I have been without ADSL since Monday for reasons unknown, and I am posting this using GSM and feeling mocked by the gods of high speed communication. Having to develop grace and patience over the last few days and bearing up under the messages of "Still with dispatch, waiting to be assigned to a Tech", I have a suggestion for Telkom. No, it is't a recommendation to do something unmentionable to yourselves, I try to be constructive (though that act is certainly creative). One of your problems, in my opinion, is that you don't manage customer perception very well. As far as I am concerned my fault report is lost in cyberspace somewhere, and if a Tech gets it, it will be sheer luck. I know that isn't true, but perception (still with dispatch, waiting to be assigned to a tech). Here is what I suggest: I figure that you have certain techs working certain areas right? So if I report a fault it gets automatically assigned to whoever is working my area, and you give me the message that it is number whatever in his queue. Then, as he (or she) finishes a job, he updates the queue and I move up and can access my fault tracking and see that "ok, so many jobs to go". He might not get to me any quicker, but it is like being stuck in a moving traffic jam, at least I know it is moving. I will be far happier if I get a sense of what is going on than if you make me feel like you are all having a good giggle at me. I work from home, and I depend on the net, and ADSL is my only hope (until I move sometime later this year). I have far too much time on my hands.

 

[lilggg]

Yup, that would be pretty awesome. Makes the waiting at least a bit more bearable if you know where you are in the queue and get frequent updates.