Poor helpdesk response times

rpm

rpm

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Called 10219 and 0809999991 - extremely long waiting times (still waiting to reach a consultant after 20 minutes on 0809999991) and poor service. I asked for information about Telkom's Do 3G on the Go, and they could only give me what is on their website.

Sad to see that the poor help-desk service levels seems to be back again at Telkom. At a certain stage they seemed to have improved.
 
Eventually got through to 0809999991 after over 20 minutes on the line. I ask the helpdesk assistant about their modem pricing...he tells me they only have one modem, priced at R1,268 per month. He can not give any other details - says it is not available in the system.

When I asked about monthly prices (on contract) he provides a price of R248.58 per month on a 24 month contract. This does not seem correct, and I quiz him on the fact that it will be R5k over 24 month. He is surprised and says I must hang on. Gets put on hold, waits for a few minutes and then the call is suddenly put back in the original queue...really not a pleasant experience!
 
Sadly, it's not just Telkom, I find this is basically the norm with just about any business with a phone system.
 
Telkom's origins stem from the Post Office, right?

Phoned the Post Office Track and Trace number on 0860111502, waited about 20 to 30 minutes and hung up, no answer from a human, just the machine recording.
The irony if you check the SAPO website here the customer complaints number and the track and trace number are the same.
Altogether two different things on one number with a recording telling you to wait .... wait ... wait ..... snore ... zzzzzzzzzzzz
 
Good one Librarian :-)

Goodness me, you have 68212 posts and counting! WOW!
Just noticed now.
 
BTTB said:
Telkom's origins stem from the Post Office, right?

Phoned the Post Office Track and Trace number on 0860111502, waited about 20 to 30 minutes and hung up, no answer from a human, just the machine recording.
The irony if you check the SAPO website here the customer complaints number and the track and trace number are the same.
Altogether two different things on one number with a recording telling you to wait .... wait ... wait ..... snore ... zzzzzzzzzzzz
Click to expand...

So this is a bit of a thread necro, but I thought to point out that over 2 years later, nothing much has changed.
I am currently on the line with SAPO Track&Trace. I have been waiting to speak to an "agent" for a full 25 minutes now, and still counting. There isn't even on-hold music to keep you entertained - just a lady telling me every 15 seconds that "all our agents are still busy". No kidding!

Edit: Time update: Have been on the line for 50min now, still counting. Am losing hope by the second. (14:15)

Edit 2: Have been on the line for 1hr20minutes now. (14:46) All hope is lost. The end is nigh. I give up.
 
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