Helpdesk from hell

I remember a while ago some laws in the states where a helpdesk had to legally answer their phone within something like 30 seconds after going on hold... was quite impressed at that time with it.
Longest I sat last year was about 2 hours on hold just waiting for an answer from their helpdesk... i shudder to think if i called from my cell...
 
MaD said:
I think I pulled something after seeing the Telkom ad on the same page as the article :D
Click to expand...

I think that's a testament to the amazing website that rpm has created. Telkom know they need myadsl(even though people regularly complain about them on here)
Telkom also knows that no matter how much people may complain about the at the end of the day most of us need telkom.
 
I been phoning telkom through my job for over 2 years now. On average its 45 mins to an 1 hour or so ... I much prefer using a speakerphone ...
 
I called Telkom ADSL (0800 375 375) at 16:30 today and pressed 1 on phone about 10-20 secs later someone answered the phone to help me. I was so surprised.

About 2 months ago when I called it took Telkom 1-2 hrs for someone to answer.
 
eltherza said:
Same here. What do people expect though? The dumb procedure of "is your router on? can you see the lights? unplug and plug it back on, enter your password correctly, whats the number of the dsl line" has to be said, which wastes a good 10mins of everyones time.
Click to expand...
... and probably solves a substantlal number of problems.

I sometimes do computer support and it is impossible for me to predict how long a job may take with the computer in front of me. Now imagine solving a problem over the phone with someone who hasn't got a clue about computers. It once took me 15 minutes just to explain to someone what the scrollbar is and where to find it.
 
in general their helpdesk sucks. i am dreading phoning them in the near future when moving house
 
My average time to through to Telkom used to be 20 minutes. I used to phone them quite often as I had a couple ADSL lines I was looking after. And I hear, after promising to improve, that they've actually got a lot worse.

I have to this though, last month I waited 45 minutes on a call to iBurst! And I did it again a few days later. Fortunately I've got a speak phone...
 
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