Given the run-around

I suppose the internet never sleep, so a helpdesk should always be there to answer the call of its customers when ever........ It also helps to keep your user details on a piece of paper. Hehehe..
 
I wonder why people still bother with TI, do they still give very generous caps?
 
Calling 10219, I was told that my account was active but I had to call another number to get my user name and password. What continues to boggle the mind is that Telkom makes its customers call separate numbers for different services instead of simply transferring them to the correct department straight away.
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It's really quite simple. Transfer a call is part of the advanced course. Up until now nobody at Telkom has made it through the basic course. :(
 
me dials 10215
"welcome to telkom internet - your isp for life"
new services 1
tech support, fault reporting and desktop support 2
value add services 3
Press nothing = You did not make a valid selection.

Presses 2 :
If your line is faulty or has no dialtone - press 1
If you are having a problem with your username or password, press 2
If you reached your ADSl usage limit please, press 3
If you require any other technical assistance, press 4

Press nothing, repeats twice then hangs up on you.
Cost to me : 50 seconds.
 
...After about five minutes, I gave up and called at 7am.

At seven it took almost 10 minutes for my call to be answered...
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and he thinks thats hectic :rolleyes:
Got to love it, jurno's freaking out over crap like that when we're being screwed on much bigger issues.

BTW when I lost my webafrica username and password, a dude there had me sorted in like 2 minutes (it took me longer to get their number, guess where; telscum - 1023), so it shows, telkom is "back of the line" in everyway possible!
 
stoke said:
me dials 10215
"welcome to telkom internet - your isp for life"
new services 1
tech support, fault reporting and desktop support 2
value add services 3
Press nothing = You did not make a valid selection.

Presses 2 :
If your line is faulty or has no dialtone - press 1
If you are having a problem with your username or password, press 2
If you reached your ADSl usage limit please, press 3
If you require any other technical assistance, press 4

Press nothing, repeats twice then hangs up on you.
Cost to me : 50 seconds.
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TelkodemonopoliesHindernet - the company that I refuse to ever use as my ISP - obviously also the reason I didn't know about 10215.

Sorry stoke, 50s of your life was drained out of you by the monopolistic beast.
 
Welcome to the world of Mmmmmm i forgot?
 
The real tradgedy is that were our friends at Telkom to sort out proper customer handling we would all be happier, and so would they. It would take less long to solve problems - the right person gets the call in the first place, or if not has it seamlessly passed to them; and we as customers would not be fighting to stay in control of our tempers all the time. They save money and have more content loyal customers.

The 'Its not Telkom's fault, Hello welcome to customer service' attitude has got to go. And telling customers to call another number is criminal; that really hacks me off - and the 'but you are all Telkom' never seems to work.

As the saying goes, there's nothing at Telkom that can't be fixed with a completely new set of people :) There are deep deep silos in that company that should be taken apart...
 
Had my fair share of problems with the Telkom "helpdesk". Most of the time the person doesn't know what you are talking about, or think you don't know what you are complaining about. Try telling them that your ADSL Line portion was moved to a ISP. Almost impossible to get the concept over. That one only took 2 months to sort out.
 
Nod said:
Had my fair share of problems with the Telkom "helpdesk". Most of the time the person doesn't know what you are talking about, or think you don't know what you are complaining about. Try telling them that your ADSL Line portion was moved to a ISP. Almost impossible to get the concept over. That one only took 2 months to sort out.
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The problem seems to occur with all so called help desks. They are not help desks but rather call answer services, the people answering the call know nothing of the company or products other than that on the sheet of paper in front of them and they are given many hours training in obfuscation.
 
Let Telkom fall apart, hopefully Neotel will make a difference, that's all I'm holding out for... Neotel to come along, and make THE difference.
 
Those "We apologise for the inconvenience but we are experiencing unusually high call volumes" are added to the systems on day 1. It's a lame excuse to try and get your sympathy when they are employing less call centre staff than they should.
 
I have been there and done the dial different number before. I even mailed Telkom only to have someone phone me and give me the same phone numbers that I have given up on.
10215, 0800...... OH and I was transfered once but landed up at accounts and had to phone in again as they could not help me or transfer me. Welkom to the Helkom world
 
stoke said:
me dials 10215

If your line is faulty or has no dialtone - press 1

.
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LOL.

Ive tried to get hold of telkom at 3pm in the afternoon to try see if they can fix my usage tracker because I cant login , I phoned off 2 phones listening to the telkom theme on both ears for 15min , then I hung up. Their customer services just is not great.
 
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