I have ordered my ADSL line on the 1st via the Internet and again over the phone on the 2nd after hearing that Internet orders take 48 hours to register.
I have logged every call made since then. I will soon post my call log as it is at work. I have also asked for the self install option from early on.
So far I have never had a Telkom employee contact me however I have contacted them a number of times for updates. It seems that my order gets sent around all the time and every time it gets sent to a new department it will take 2-3 days or longer before the next stage. Then it just get placed in the next person's queue.
Why can there not be less people handling the case such that when a person picks up my order he/she personally sees it through to the end. I.e. that person does not put down my order and pick up the next till mine is sorted or multi task as many as is possible. I am sure the actual work done on any order is not more than a few hours work. However the pipelining of the order and delays between each forwarding of the order delays the entire process. Or at least it seems that way.
Also it will seem that unless I call them my order will not be forwarded to the next department as every time I query the status of my order and they see it has completed the current stage they forward it while I am speaking on the phone to them to the next department. Why was this not done automatically by the previous department who was handling my order? Did they wait for me to phone? Maybe I delayed it a few days already by not phoning often enough to ensure my order progresses.
So far it is less than 21 days and I can only really start complaining after this period as this is considered a standard waiting period even by ISPs. However I may consider myself a lucky one if they deliver within that time frame as some people wait months.
I just don't think the process is properly streamlined or is too streamlined to be efficient.
Will keep you updated.
I have logged every call made since then. I will soon post my call log as it is at work. I have also asked for the self install option from early on.
So far I have never had a Telkom employee contact me however I have contacted them a number of times for updates. It seems that my order gets sent around all the time and every time it gets sent to a new department it will take 2-3 days or longer before the next stage. Then it just get placed in the next person's queue.
Why can there not be less people handling the case such that when a person picks up my order he/she personally sees it through to the end. I.e. that person does not put down my order and pick up the next till mine is sorted or multi task as many as is possible. I am sure the actual work done on any order is not more than a few hours work. However the pipelining of the order and delays between each forwarding of the order delays the entire process. Or at least it seems that way.
Also it will seem that unless I call them my order will not be forwarded to the next department as every time I query the status of my order and they see it has completed the current stage they forward it while I am speaking on the phone to them to the next department. Why was this not done automatically by the previous department who was handling my order? Did they wait for me to phone? Maybe I delayed it a few days already by not phoning often enough to ensure my order progresses.
So far it is less than 21 days and I can only really start complaining after this period as this is considered a standard waiting period even by ISPs. However I may consider myself a lucky one if they deliver within that time frame as some people wait months.
I just don't think the process is properly streamlined or is too streamlined to be efficient.
Will keep you updated.
Last edited:
