Telkom call centre dispute looms

I'll love to see more details on this action.

For example, were these call centre agents employed by an Agency and Telkom then paid the Agency?

Or were these call centre agents contracted directly to Telkom?
 
They did exactly the same last year same time .
CWU must have friends or family on the contracts that are not being renewed because last year they did shyt about those non renewals.
 
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MickeyD said:
Or were these call centre agents contracted directly to Telkom?
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As I understand it, they are contracted directly. They were contracted directly after Telkom undertook in 2012 to do away with labour brokers.

The CWU said this switch was also not without unhappiness because under the labour brokers these contractors got better benefits and bonuses.

What I don't understand yet is how they can hold Telkom responsible for not offering the same packages as the labour brokers when Telkom was forced into contracting these call centre workers directly.
 
Can't say I've noticed an improvement in 10210 performance, quite the opposite in fact.

I had to contact the Pinnacle section to have a call out charge reversed this month and waited at least 10mins before getting through to an agent, they're normally available immediately.
 
Now when having issues my first action is logging it via the Android Telkom app.
It`s drastically cut down on my\friends\family first line usage of 10210...
I`ve noticed though if they phone it`s usually a KZN number. Outsourced in Durban :p
 
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MickeyD said:
I'll love to see more details on this action.

For example, were these call centre agents employed by an Agency and Telkom then paid the Agency?

Or were these call centre agents contracted directly to Telkom?
Click to expand...

Direct
 
Not sure how this would affect their support. Maybe lean and mean is better than numbers because currently they suck. I've once been transferred a gazzilion times for something relatively simple and everytime i had to start explaining from scratch
 
Outsourced in Durban? You think this is because as Trevor Noah states, Durban is the next biggest indian population outside India where most other call centers are and Telkom doesn't have to pay international charges for the calls? ;)
 
Are these oaks trained? I find telkom support pretty clueless and do not understand basic networking concepts.
 
It makes no sense.

They're already one of the worst call centers around.

I've just received an SMS 'Welcome to Telkom Internet ... here's your account etc' and I'm not sure wtf it is. I try calling and they're experiencing high call volume with the 480 people still working. What is going to happen afterwards?

I thought Telkom was committed to making this work.
 
Friday afternoon, on hold for 60 minutes finally get through and gets cut off will being transferred. Calls again, takes another hour to get through. It takes 2 minutes to downgrade my unstable 10mb adsl to 4mb. :cry:

Ohh and I requested them on Monday already to cancel the upgrade.
 
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Jakes147 said:
Ohh and I requested them on Monday already to cancel the upgrade.
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I requested a cancellation on 9 September ... they did it, as all data was off that evening. They still kept charging and after a few attempts a month later, they said it wasn't done. I tried telling them it was done because data shut off that night - but she disagreed. She also said she couldn't pull up the recording to prove it.

I cancelled a 2nd time and was informed of the 30 day notice - so pretty much 2 or 3 months that I've paid with no data from their side.

This morning I get an SMS out the blue 'Welcome to Telkom Internet ... your account details are as follows' ...

I mean wtf
 
Dolby said:
I requested a cancellation on 9 September ... they did it, as all data was off that evening. They still kept charging and after a few attempts a month later, they said it wasn't done. I tried telling them it was done because data shut off that night - but she disagreed. She also said she couldn't pull up the recording to prove it.

I cancelled a 2nd time and was informed of the 30 day notice - so pretty much 2 or 3 months that I've paid with no data from their side.

This morning I get an SMS out the blue 'Welcome to Telkom Internet ... your account details are as follows' ...

I mean wtf
Click to expand...

The same happended to me the previous time that I tried downgrading from 10 to 4. It seems there is a disconnect between technical and billing. My account was downgraded but when I received my bill it still showed 10mb although my line was on 4mb. Billing said my account was still on 10mb.
 
2 hour long wait still ongoing contacted them at 08.00 am this morning, meaning I will get in ahead of the queue.

Seems 2 Hours is the max long wait, they dropped the call at 2 hours.
 
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