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[rpm]

Hi again guys

I have been somewhat busy over the last few days, but thinks should quiet down in the next few days.

If you have any other gripes or concerns you want me to include in our response to Mr. White’s letter please post them against this thread. I have taken all the previous posts in consideration.

I also received a mail today from the Competition Commission.

“Dear Sir / Madam,

I am the Consumer Liaison Officer at the Competition Commission I have been referred to by a consumer. I must I am impressed with the information available on your side. I would like to set up a meeting with you and discuss the many complaints particularly competition issues that are posted to you.

My contact details are:

Mando Manoto
Consumer Liaison Officer
Competition Commission”

This might also get us somewhere. Great work from ASF and others to get these guys’s attention. We will set up a meeting with them soon.

Regards,

RPM
[email protected]

 

[Thimee]

... gripes or concerns ...

Hmmm, I can think of two vital areas that would vastly improve the awful situation we have with ADSL at present.

<b>Communication</b>

At the last meeting, improved communication was promised. Sadly, none of us have seen any change. How about some transparency then?

Explain to the general public that ADSL is NOT for anything other than browsing, provide a list of ports that are prioritized. Explain the whole proxy thing. Explain that games, share traders, VOiP, VPN are NOT supported (this is the official explanation most of us get when calling ADSL support).

Basically, lay out in black and white what Telkom will deliver. No half baked promises, like the "ADSL faster than a speeding bullet" advert. Most of us are sorely disappointed in the abysmal performance and pathetic service provided by Telkom.

Improvement on the call center side. How many of us have sat on hold for 10 minutes, only to be told: "sorry sir, you have the wrong department". You phone the next number, then the next, then the next. If Telkom wish to provide a decent service, at least give us the correct contact information (support center numbers and their roles of responsibility). The only way I have ever been able to get decent assistance is to immediately ask for a supervisor, bypassing the fairly useless initial contact. Surely this situation can be improved upon?

<b>Get in touch with the user base</b>

I'm sorry to say, but Mr. White displays a bad attitude toward the user base, regarding most of us as "the ignorant, stupid, greedy public". This is no way to engender trust, and happiness among the people who pay a fairly large sum of money to Telkom each month.

How to fix this? Well, first off, a proper survey of ADSL users should be conducted. Get the user base involved with creating the questions used, and not some outside marketing company who have no technical knowledge, this unable to compile, conduct and review the results of this effort. Send a survey to ALL users (perhaps with monthly bill, or online). Make the results public. Perhaps this will open the eyes of the powers that be in Telkom, to realize how shoddy and poorly managed the whole situation is.

2c

 

[ASF]

I would suggest that Telkom provide a Service Level Agreement covering the following:
1. Uptime gaurantee with regard to service availability as %
2. Throughput gaurantee (to the local peering point as well as to their International landing point) in Kbps
3. Latency gaurantee (again by local & International) in milliseconds
4. Refund / credit policy when any of the above fall below the stated specification of the product they are selling

By knowing the above you know EXACTLY what you are paying for and have 3 key metrics by which to measure the service.

 

[Gamos]

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