mancombseepgood
Executive Member
Latest bos-up
Well... Yesterday I couldn't get through to either 0800456786 (Telkom non voice provisioning helpdesk) or 10219 (new services) to query the status of my installation. Today I was put on hold at 0800456786 indefinately, but managed to get through to a Telkom consultant on 10219:
Dial 10219... Press 1 if you are a business customer.. Press 2 if you are a residential customer.
2
Press 1 for x Press 2 for HomeDSL progress related queries
2
Please hold... answer...
I explained to the Telkom rep that I wanted to find out what the latest excuse for not meeting their installation appointment date was. I gave the rep my details including phone number, order number, etc. I was told that there was a national 0800 number to phone to query progress on the installation. I explained that no-one was answering that number. She offered to try on her side and put me through to them. I was put on hold. After a couple of minutes she was back on the line apologising that she could also not get through to that number herself. Eventually she offered to take my contact details and ask them to urgently call me back as she couldn't tell the status of my installation from her side. I gave her my cell number but I don't anticipate a call since I have given Telkom my cell number on around five occasions with no call back from them. She apologised on Telkom's behalf... what for I don't know - apologies only count if you are doing something about it.
So... it seems that Telkom themselves are not aware that there is a problem at the non voice provisioning help desk. Or maybe they are aware but are not informing the paying public. What next? I can't even get any more contact details for senior staff - Mr Ivan Charles (the call desk manager as far as I am aware) - [email protected] is not responding to my emails. I guess I could just try CCing Mr Molotsane, but I suspect by the poor service from Telkom that he has no intentions of putting his money where his mouth is.
My only consolation is that there are others in the same boat and some worse off:
http://www.thestar.co.za/index.php?fSectionId=228&fArticleId=3057502
I will attempt to call them again throughout the day and no doubt I am paying for these calls. I will also attempt to email Mr Charles again with a CC to Mr Molotsane.
What I want to know is what is being done about the non-working call center for starters - not to mention the poor service on the installation side. How about Telkom taking a customer centric approach... a proactive approach - like let the customer know when you won't be taking their calls etc.
Well... Yesterday I couldn't get through to either 0800456786 (Telkom non voice provisioning helpdesk) or 10219 (new services) to query the status of my installation. Today I was put on hold at 0800456786 indefinately, but managed to get through to a Telkom consultant on 10219:
Dial 10219... Press 1 if you are a business customer.. Press 2 if you are a residential customer.
2
Press 1 for x Press 2 for HomeDSL progress related queries
2
Please hold... answer...
I explained to the Telkom rep that I wanted to find out what the latest excuse for not meeting their installation appointment date was. I gave the rep my details including phone number, order number, etc. I was told that there was a national 0800 number to phone to query progress on the installation. I explained that no-one was answering that number. She offered to try on her side and put me through to them. I was put on hold. After a couple of minutes she was back on the line apologising that she could also not get through to that number herself. Eventually she offered to take my contact details and ask them to urgently call me back as she couldn't tell the status of my installation from her side. I gave her my cell number but I don't anticipate a call since I have given Telkom my cell number on around five occasions with no call back from them. She apologised on Telkom's behalf... what for I don't know - apologies only count if you are doing something about it.
So... it seems that Telkom themselves are not aware that there is a problem at the non voice provisioning help desk. Or maybe they are aware but are not informing the paying public. What next? I can't even get any more contact details for senior staff - Mr Ivan Charles (the call desk manager as far as I am aware) - [email protected] is not responding to my emails. I guess I could just try CCing Mr Molotsane, but I suspect by the poor service from Telkom that he has no intentions of putting his money where his mouth is.
My only consolation is that there are others in the same boat and some worse off:
http://www.thestar.co.za/index.php?fSectionId=228&fArticleId=3057502
I will attempt to call them again throughout the day and no doubt I am paying for these calls. I will also attempt to email Mr Charles again with a CC to Mr Molotsane.
What I want to know is what is being done about the non-working call center for starters - not to mention the poor service on the installation side. How about Telkom taking a customer centric approach... a proactive approach - like let the customer know when you won't be taking their calls etc.
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