First Expieriences

[MainMeat]

Wanted to share this:
I had my ADSL line installed today. I ordered a Telkom Closer 1 line, with the DoBroadband 3 package, giving me the 4mbps DSL line, and 5GB for bandwidth. Waited about 10 days for the installation to take place.

Technician was great!

---Up to here everything is thumbs up to Telkom---

Now the issues starts:
a. My router syncs at 384kbps....I ordered DoBroadband 3, but Telkom says the systems states DoBroadband 1. I wish I could tell everyone how many times I repeated by requirement to Telkom. When I indicated this to the Technitian he recons no issues- phone the call center and they will quickly resolve it.
b. I do not have a ADSL user name and password...So what exactly was installed today then. A land line activated with ADSL that I cannot use?

So here I start...phone telkom on my new land line and report the issues. And I am told:
a. It takes up to 48 working hours (5 days) to clear the order from the system...until then, nothing can be done to my problems
b. The wrongly installed line will take 7 days to correct...why should I wait another 7 days...I ordered a 4mbps in the first place?
c. Username and password can only be handed to me once (a) is complete and the account not in the 'order' state anymore.

Still holding the line for someone to come back to me with a better answer after 1 hour.

Edit: And they dropped the call on me after 30 mins...

:erm:

 

[ZimmY]

Welcome to telkom

 

[deweyzeph]

Your main mistake was using Telkom as your ISP. You should have the got the ADSL line from Telkom and used another company as your ISP.

 

[Hemps]

We feel your pain "brother from another mother"

Most of us have been there, when I was in the UK I signed up for 1mb line from isp uncapped, paid, received a call 2hrs later that line was connected and I just needed to plug modem in.
So from start of adsl request - everything was working 2-3hrs later - first world for U!
And to top it off I never ever ever ever ever ever had a problem connecting or with line sync etc.

 

[MainMeat]

Yeah well...I give up. 3G / HSDPA is to expensive and unstable lately.

Though I move over to the dark side...and it is way darker than I thought.

Let see what happens next and how many accounts Telkom willl stuff up.

BTW: The DoBroadBand packages are not bad and from what I have seen and heard from others once it is working, there are little issues...

But I wait...maybe I am expecting First World service in a Forth World country. Apparently this stuff up is not uncommon!

 

[Kosmik]

Want to get them moving? Tell them that you refuse to pay for the days where service has not been received.

 

[MainMeat]

Resolved - Finally

Well, some good news - 3 days later.

I phoned telkom frequently the last few days in order to resolve my problem. No progress until I reached a call center agent called Macy. If only she could take all calls from customers:
- Explained my problem that the line was not activated yet and the wrong line speed was activated during the initial install.
- She said, like all other call center agents that she would take this up. The difference is she did and called me back twice to update me on progress made
- She took it upon herself to resolve the line speed item. From the time she called me to indicate the order has been released and the line is active and she has started the initiation of upgrading the line speed until the line was updated - 10 minutes.

This just shows that all other stories these call center agents tells one is bull...t. Here is a call center agent I would recommend as a perfect example of how a system is to be run, and how queries are to be resolved!!

Thumbs up Macy - keep it up and show them how it is done!

Happy at last - now lets see how long this lasts!

 

[ponder]

Thumbs up Macy - keep it up and show them how it is done!

The sad thing is when it comes around to performance evaluations Macy will get the same score as her incompetent colleagues which sux
She will probably get scored on the volume of calls she handles instead of the quality.