Sign up with GoogleHi there,
Heres a copy of the letter I sent to Telkom, has anybody else been subjected to this kind of thing??
I'm not holding my breath waiting for a reply, but will keep you posted!!
I'm based on the East Rand by the way.
Hello.
I ordered a conversion of an existing residential line to an ADSL line on the 27th of February. The lady told me that it would take up to a month for the conversion, and I would receive a call from the ADSL department to confirm an installation date.
I hadn't received a call by the 24h of March, so I called the ADSL line and they gave me a toll free number (0800 456 786) to call and find out. The lady that I spoke to there told me that I had been booked for that same day and she would find out and call me back...I'm still waiting. Needless to say, it wasn't installed on that day.
The following Tuesday I called the toll free number again, wanting to know when it would be installed, another lady told me that the only available day was Friday, the 2nd of April, I told her that this was unacceptable, so she said that she would make some enquiries and call me back...I'm still waiting. Later that day, I called again and spoke to a man, he said that the previous lady had registered my compaint on the system and proceeded to read it word for word to me, I again told him that I found it unacceptable that a PAYING and EXISTING customer should have to wait another two weeks for the installation, he said that he would find out and call me back...I'm still waiting (are you starting to see a pattern here??).
After I figured out that i was going to be unsuccessful with the toll free "customer service" number, I decided to pay your "customer service" branch at the Lake Side Mall in Benoni a visit on the Thursday. I dealt with a very friendly lady who, as it seems, was just as unlucky as I was in contacting any body with any clue of what was going on in terms of my order. This was mostly due to people not answering fones, people giving her the run around etc. I again visited her on the Thursday, and yet again people didn't answer their fones etc. Oh, and one lovely lady by the name of Pumla in the Durban office doesn't know how to reply to e-mail's either.
By this time I had come to terms with the fact that ADSL would only be installed on the 2nd of April, after spending in excess of 2 hours on the telephone with your various departments as well as THREE and a half hours in your Telkom "customer service" branch on my visits on the Wednesday and Thursday.
So I waited...Yesterday, April 1 2004 I recieved a call from somebody, a guy named Paul, and he told me that they are ready and willing to install my Adsl today, Friday the 2nd of April and they would fone me today to tell me what time I can expect them...Im guessing it was an April fools joke, because today, after sitting at home like a fool, it is now 17:25 and guess what, NO FONE CALL WHAT SO EVER!!!
I foned the ADSL toll free number again at 11:45 this morning to double check to see if what this man had told me was true and yes, the job was indeed in the technician's hand and he would be here by the end of business.
There was still no sign of the pretty white bakkie by 2:30, so I decided to fone directory enquiries and get the "customer service" number from them, I got 10217, and spoke to a lovely lady named Hailey, she told me that she had spoken to the dispatcher and the technician was indeed on his way to visit me. This was not the case.
At 3:30 I tried to fone the 0800 456 786 number again, to be greeted by (Im guessing Telkom teaches this in training) unanswered fones, I then foned 10217 again, and spoke to a lady named Gugu, she was most helpful, putting me on hold for 20 minutes while she waited for 0800 456 786 to ignore the ringing fone, again. I asked to speak to her supervisor, the supervisor asked me for my details so that she could follow up on Monday morning...SHOCK HORROR!!! I told here that this was unacceptable, and she then told me that it was all she could do because Telkom permanent staff knock off at 16:00 on a Friday.So thats where my story ends, unfortunately.
I have now spent over two and a half hours on the fone.
Haw can a company that is trying to compete on a world market, as well as facing the birth of the S.N.O soon and boasting about their superior levels of "customer service" even dream of offering (more likely subjecting) their customers to this sort of "customer dis-service".
I will, if no reply is recieved to this complaint from Telkom and no satisfactory correctional steps taken, be taking my grievances to ICASA as well as the press.
Thank you.
Etienne du Plessis
Whoop Di Doo Basil...But What Does It All Mean???
Heres a copy of the letter I sent to Telkom, has anybody else been subjected to this kind of thing??
I'm not holding my breath waiting for a reply, but will keep you posted!!
I'm based on the East Rand by the way.
Hello.
I ordered a conversion of an existing residential line to an ADSL line on the 27th of February. The lady told me that it would take up to a month for the conversion, and I would receive a call from the ADSL department to confirm an installation date.
I hadn't received a call by the 24h of March, so I called the ADSL line and they gave me a toll free number (0800 456 786) to call and find out. The lady that I spoke to there told me that I had been booked for that same day and she would find out and call me back...I'm still waiting. Needless to say, it wasn't installed on that day.
The following Tuesday I called the toll free number again, wanting to know when it would be installed, another lady told me that the only available day was Friday, the 2nd of April, I told her that this was unacceptable, so she said that she would make some enquiries and call me back...I'm still waiting. Later that day, I called again and spoke to a man, he said that the previous lady had registered my compaint on the system and proceeded to read it word for word to me, I again told him that I found it unacceptable that a PAYING and EXISTING customer should have to wait another two weeks for the installation, he said that he would find out and call me back...I'm still waiting (are you starting to see a pattern here??).
After I figured out that i was going to be unsuccessful with the toll free "customer service" number, I decided to pay your "customer service" branch at the Lake Side Mall in Benoni a visit on the Thursday. I dealt with a very friendly lady who, as it seems, was just as unlucky as I was in contacting any body with any clue of what was going on in terms of my order. This was mostly due to people not answering fones, people giving her the run around etc. I again visited her on the Thursday, and yet again people didn't answer their fones etc. Oh, and one lovely lady by the name of Pumla in the Durban office doesn't know how to reply to e-mail's either.
By this time I had come to terms with the fact that ADSL would only be installed on the 2nd of April, after spending in excess of 2 hours on the telephone with your various departments as well as THREE and a half hours in your Telkom "customer service" branch on my visits on the Wednesday and Thursday.
So I waited...Yesterday, April 1 2004 I recieved a call from somebody, a guy named Paul, and he told me that they are ready and willing to install my Adsl today, Friday the 2nd of April and they would fone me today to tell me what time I can expect them...Im guessing it was an April fools joke, because today, after sitting at home like a fool, it is now 17:25 and guess what, NO FONE CALL WHAT SO EVER!!!
I foned the ADSL toll free number again at 11:45 this morning to double check to see if what this man had told me was true and yes, the job was indeed in the technician's hand and he would be here by the end of business.
There was still no sign of the pretty white bakkie by 2:30, so I decided to fone directory enquiries and get the "customer service" number from them, I got 10217, and spoke to a lovely lady named Hailey, she told me that she had spoken to the dispatcher and the technician was indeed on his way to visit me. This was not the case.
At 3:30 I tried to fone the 0800 456 786 number again, to be greeted by (Im guessing Telkom teaches this in training) unanswered fones, I then foned 10217 again, and spoke to a lady named Gugu, she was most helpful, putting me on hold for 20 minutes while she waited for 0800 456 786 to ignore the ringing fone, again. I asked to speak to her supervisor, the supervisor asked me for my details so that she could follow up on Monday morning...SHOCK HORROR!!! I told here that this was unacceptable, and she then told me that it was all she could do because Telkom permanent staff knock off at 16:00 on a Friday.So thats where my story ends, unfortunately.
I have now spent over two and a half hours on the fone.
Haw can a company that is trying to compete on a world market, as well as facing the birth of the S.N.O soon and boasting about their superior levels of "customer service" even dream of offering (more likely subjecting) their customers to this sort of "customer dis-service".
I will, if no reply is recieved to this complaint from Telkom and no satisfactory correctional steps taken, be taking my grievances to ICASA as well as the press.
Thank you.
Etienne du Plessis
Whoop Di Doo Basil...But What Does It All Mean???
