SAOL Horrible Service

subojac said:
Well, if you say their service is the fact that they're uncapped, I still haven't received service (whether it's your or my definition), since they don't contact or come back to me unless I moan (never got a sms to report the status of what’s happening) and my line isn't working and I therefore don't have the 'service' of a uncapped line.

Either way it's been crap so far, and as far as "reasonable time frame" is concerned, it's a disgrace. I gave up my 3G contract with Vodacom when I signed with them, so I haven't had a connection at home (other than that on my phone) since the beginning of Jan.
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I was actually replying to the guy in the other post.
You are right though, we are not giving you advice.
Here it is:
My advice is firstly, tell them to escalate the issue and get someone senior in Telkom to sought it out (also tell them its their job to sought it out as u r paying line rental to them). Mention also that you will cancel if it is not resolved within a reasonable time frame (i did do this twice before with Telkom, i.e. cancelled twice cos those idiots did not know what to do).
Ask to speak to the director or to escalate the issue with the director.
Neethi will help you, but if you still have issues, i think it better to speak to them directly.
At the end of the day, i appreciate the service they are providing me (uncapped so cheap) but also i am giving them business - so its a 2 way street.

Off the topic again: there is no company that can give 100% perfect service. Its like there will always be an Audi/BMW/Merc that will be a lemon (or higher percentages of Renaults that are Lemons).
Its just sucks when you are the unfortunate one (like i discovered with a Renault).
 
sandmanm34 said:
Anusia Chetty?? Is that not [email protected]?? Sounds like the same person to me...
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No, there's a crapload of Chetty's there, Anusia is [email protected] and then I've also had a Malon Chetty ([email protected]). Must be a family business.

Anyhow, gonna do what superskully said, waiting to see if I get a response from neethi (mailed and PM'd neethi already) and then if I get no response from neethi I'll try and escalate. My problem with this route is that I've already escalated, think the Chetty's are higher up in the food chain than most and it hasn't helped me so far.
 
superskully said:
Off the topic again: there is no company that can give 100% perfect service. Its like there will always be an Audi/BMW/Merc that will be a lemon (or higher percentages of Renaults that are Lemons).
Its just sucks when you are the unfortunate one (like i discovered with a Renault).
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There's no doubt in my mind that the fault lies with Telkom here... Doesn't it always?? SAOL made an application on the 10th of Feb for an ADSL line on behalf of the customer. That initial application was pending and then retracted by SAOL??? Why??!! Seems like a comedy of errors but all the result of poor communication between Telkom and SAOL...

Bottomline that 10th of Feb application should have been approved, processed and up and running by now...
 
subojac said:
No, there's a crapload of Chetty's there, Anusia is [email protected] and then I've also had a Malon Chetty ([email protected]). Must be a family business.

Anyhow, gonna do what superskully said, waiting to see if I get a response from neethi (mailed and PM'd neethi already) and then if I get no response from neethi I'll try and escalate. My problem with this route is that I've already escalated, think the Chetty's are higher up in the food chain than most and it hasn't helped me so far.
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Chetty service you getting....
 
You cant be picky.
In SA, we are bandwidth starved, so when someone like SAOL comes and give us true uncapped and unshaped for R499 (incl. line rental - btw they increased it now to R699) i should not expect much from Support. Look at Digichilli and Screamer (so many issues), and i haven't heard much about SAINET.
Their service is the uncapped and not the support.
So the fact that i have to phone them all the time is not an issue and they do resolve these issues within a reasonable time frame (they do sms).
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Sorry but please dont talk rubbish to me. Just because they come into the market cheap does not mean they can slack on support? Please stop being the person that never compains, you are the reason we get rubbish support from ISP , Backbone providers and the like.
 
sandmanm34 said:
There's no doubt in my mind that the fault lies with Telkom here... Doesn't it always?? SAOL made an application on the 10th of Feb for an ADSL line on behalf of the customer. That initial application was pending and then retracted by SAOL??? Why??!! Seems like a comedy of errors but all the result of poor communication between Telkom and SAOL...

Bottomline that 10th of Feb application should have been approved, processed and up and running by now...
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I agree, Telkom was also very slow, however, SAOL told me they couldn't place a order because there was a pending order, telkom said the pending order was a saol order, but saol has no record of it (or of the fact that telkom says saol cancelled the order this week). And this is what worries me, saol are acting like they weren't able to do their job and place the order when Telkom says that SAOL did in fact place the order (then tried to place another order which conflicted with it) and then cancelled it just when it was supposed to be completed.

In this situation I find it hard to blame telkom (easy as it is) since they were just slow in processing the order. SAOL failed to keep me in the loop and failed to contact telkom and sort out the problem (which Telkom says SAOL created) and then asks me to sort it out with telkom when i call to complain (which I can't so since it was a service provider order).
 
Got a Reply from Neeti

Hi Jaco

Please accept our apologies in advance, I will investigate this and revert
shortly

Thank you
Neethi
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This is already an improvement. Will post what the Chetty investigation reveals when he replies.
 
Phat_Panda said:
Sorry but please dont talk rubbish to me. Just because they come into the market cheap does not mean they can slack on support? Please stop being the person that never compains, you are the reason we get rubbish support from ISP , Backbone providers and the like.
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I am sorry but its your type of attitude that is passed on that results in bad service. Let me guess, your clients rant on you and you get pissed off - but you cant do anything cos they pay you.

Phat_Panda said:
Well when I requested this service from them I always had to initiate the phone call to get some feedback, I had to constantly email and request feedback.

I work in the IT industry and extremely close with customers. You have to phone your customers back and find give them feedback.

This is a must and SAOL does not do this, they have to give better customer service.

/rant
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That is your original post. And you do not get the point. They can offer us cheap internet cos they probably cut costs by not phoning customers cellphones or they cannot employ more personnel. You the customer, have to deal and accept that. If you dont, then go and pay another ISP for perfect support (if you ever find one).
BTW: I have always had issues soughted out immediately and never had problems waiting for someone to answer the phone (except for 1/03/2010 when SAOL did have a big problem but soughted everthing within 24 hours).
The one time i had a major issue was cos of telscum and i explained it earlier how to sought it out. I dont sit there waiting but i dont show them atititude like your tone. You are probably on the wrong end of the stick and beleive ranting or anger gets things done.
 
superskully said:
I am sorry but its your type of attitude that is passed on that results in bad service. Let me guess, your clients rant on you and you get pissed off - but you cant do anything cos they pay you.



That is your original post. And you do not get the point. They can offer us cheap internet cos they probably cut costs by not phoning customers cellphones or they cannot employ more personnel. You the customer, have to deal and accept that. If you dont, then go and pay another ISP for perfect support (if you ever find one).
BTW: I have always had issues soughted out immediately and never had problems waiting for someone to answer the phone (except for 1/03/2010 when SAOL did have a big problem but soughted everthing within 24 hours).
The one time i had a major issue was cos of telscum and i explained it earlier how to sought it out. I dont sit there waiting but i dont show them atititude like your tone. You are probably on the wrong end of the stick and beleive ranting or anger gets things done.
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Well then if you are able to just sit back and not give "tone" then that is your fault. There is a difference is giving attitude and complaining.

Do not confuse the issues.

All I am saying that there is no response from them in terms of feedback. Have you heard of SLA's? All the original poster wants is some feedback, that is all.

I am not getting angry at all but you are saying that because they offer such a low service that do not have to give decent support and we as the consumer cannot complain because its so cheap by your standards.
 
Gold star for neethi.

Hi Jacobus

I have called a Manager at Telkom and they found their error, he is going to
try and rush an order number for us, once received we will escalate and
speak to another Manager to try and install forgo any problems.

Please accept our sincerest apologies *, this matter should have been
escalated earlier for indept feedback.

Thank you
Neethi
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Neethi said:
Please accept our sincerest apologies *, this matter should have been
escalated earlier for indept feedback.
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Now, did he mean to write "indepth" or "inept"
 
SAOL improving service...

I've gotta admit that if Neethi can deliver on the mail that she sent I'll be happy. However, as Neethi said it should have been sorted out earlier, but at least (if I'm lucky) someone is doing something now.
 
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subojac said:
I've gotta admit that if Neethi can deliver on the mail that she sent I'll be happy. However, as Neethi said it should have been sorted out earlier, but at least (if I'm lucky) someone is doing something now.
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What's the latest? No news today?
 
subojac said:
Nothing from them, and was very busy so didn't have time to hound them. Will try tomorrow moring.
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Yeah it would be nice to get this service up and running by close of business tomorrow!!! In time for the weekend!!! Which package is it that you've subscribed to? Uncapped @ R699?
 
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It's unfortunate that this was your first experience with SAOL.
Hopefully the rest will be as pleasant as the majority of ours have been!

I do agree that just because you are the 10% or 5% of unsatusfied clients that you still deserve proper service and if it is lacking then you do have the right to complain!
Thankfully you got directed to the correct person (Neethi) and hopefully your problem gets resolved promptly.
Keep in mind thought that it is now partially out of her (and SAOL's) hands and back at Telkom so they might be the cause of any further delay.

(My ****, I type like a pompus asswipe when I'm pissed :D)

Dude, glad you got sorted, their service is usually top class, hope it all comes right soon!
 
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