johanopperman
Active Member
- Joined
- Oct 31, 2010
- Messages
- 89
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On Thursday 11-07-2013 my Telkom line went down. Cables stolen. Logged a call with Telkom the same day, Telkom reference number 997ctk110713.
Side note, there was cable theft exactly one week prior, took Telkom one day to fix (guess I'll have to give the devil his dues and say well done).
This time I'm not so lucky. As said, fault reported on the 11th of July. When I phoned they were already aware of the problem, so somebody else must've logged a fault too.
We're now on day 4. When I first phoned, the guy at the Telkom Customer "Help Line" (using the expression in the loosest possible way) said that on average it takes 3-4 days to fix. Not sure if they work on weekends?
Anyways, I phoned this morning to try and get a progress update. Frustrating. When I phone 10210, and after listening to this reeeaaaalllllyyyyyy sllloooowwwww voice which repeats everything I typed in for them and already know, and for which I have to pay listening to (it's apparently free from my Telkom line, but if I could use that line I would have no reason to phone them now would I?), all I get is "Status: your fault has been logged with Telkom on the 11th of July 2013".
I actually know that. Mostly because I was the freakin' one who reported my line.
Status last updated on the 11th of July 2013. I.e., no updates since I reported my line.
So I press 0 to talk to one of their operators. I think I might have woken him from his Sunday afternoon sleep; for that I apologise. Doesn't sound like the sharpest pencil.
I ask for a status update. He tells me the fault has been logged. Once again: I actually know that.
What I want to know is, how far are they in FIXING my problem.
Eish.
Apparently the problem has been forwarded to their cabling division. I would've expected this to happen.
So how far is their cabling division in fixing my line?
Eish.
Apparently they are sub-contracted so nobody knows. No way of finding out.
How the HELL do you run a business like that? SURELY your divisions, and sub-contractors, are supposed to be in constant contact with each other? During my 20 years in the engineering field, when a customer bought our products and we had a sub-contractor installing that product on our behalf, that sub-contractor is still representing our company. So any queries from the customer when the sub-contractor did not arrive on site, or will not meet his deadline, was reported to us, the company he bought the goods and services from. And we had to phone the sub-contractor, kick some ass, then go back to the customer to report back.
Somehow Telkom doesn't work like that. Nice when you have a monopoly, subsidised with my tax money, PLUS my monthly line rental.
So all I know up to now is that my report has been logged. On the 11th of July 2013. As said, I didn't need to phone the "Customer Help Line" because I knew that even before I phoned this morning.
Every day without a telephone and internet, is business lost for me.
I ask the clever chap at Telkom what to do now. He cleverly tells me I can opt for 3G if I want internet connectivity. I know that too.
But my surname is Opperman, NOT Oppenheimer (rather unfortunately). Yes I can buy extra PAYG data from Vodacom. But I would need to have an estimate on how long it's going to take Telkom (okay, or their sub-contractors) to fix my line, in order for me to figure out how much data I need to buy from Vodacom/MTN/Cell C. But they can't give me even a rough indication. Fortunately they can tell me my fault has been logged.
And what about my customers who want to phone me on my landline? How much business haven't I possible lost because of customers not getting through?
All I want to know Telkom, is HOW LONG DO YOU ESTIMATE it is going to take to replace the stolen cables?
And do you realise I'm losing money every single day without the internet and landline?
And lastly, there is no way in hell I'm going to pay my full Telkom account end of this month. I should in fact claim for possible business (and thus money) lost due to your inefficiencies.
Side note, there was cable theft exactly one week prior, took Telkom one day to fix (guess I'll have to give the devil his dues and say well done).
This time I'm not so lucky. As said, fault reported on the 11th of July. When I phoned they were already aware of the problem, so somebody else must've logged a fault too.
We're now on day 4. When I first phoned, the guy at the Telkom Customer "Help Line" (using the expression in the loosest possible way) said that on average it takes 3-4 days to fix. Not sure if they work on weekends?
Anyways, I phoned this morning to try and get a progress update. Frustrating. When I phone 10210, and after listening to this reeeaaaalllllyyyyyy sllloooowwwww voice which repeats everything I typed in for them and already know, and for which I have to pay listening to (it's apparently free from my Telkom line, but if I could use that line I would have no reason to phone them now would I?), all I get is "Status: your fault has been logged with Telkom on the 11th of July 2013".
I actually know that. Mostly because I was the freakin' one who reported my line.
Status last updated on the 11th of July 2013. I.e., no updates since I reported my line.
So I press 0 to talk to one of their operators. I think I might have woken him from his Sunday afternoon sleep; for that I apologise. Doesn't sound like the sharpest pencil.
I ask for a status update. He tells me the fault has been logged. Once again: I actually know that.
What I want to know is, how far are they in FIXING my problem.
Eish.
Apparently the problem has been forwarded to their cabling division. I would've expected this to happen.
So how far is their cabling division in fixing my line?
Eish.
Apparently they are sub-contracted so nobody knows. No way of finding out.
How the HELL do you run a business like that? SURELY your divisions, and sub-contractors, are supposed to be in constant contact with each other? During my 20 years in the engineering field, when a customer bought our products and we had a sub-contractor installing that product on our behalf, that sub-contractor is still representing our company. So any queries from the customer when the sub-contractor did not arrive on site, or will not meet his deadline, was reported to us, the company he bought the goods and services from. And we had to phone the sub-contractor, kick some ass, then go back to the customer to report back.
Somehow Telkom doesn't work like that. Nice when you have a monopoly, subsidised with my tax money, PLUS my monthly line rental.
So all I know up to now is that my report has been logged. On the 11th of July 2013. As said, I didn't need to phone the "Customer Help Line" because I knew that even before I phoned this morning.
Every day without a telephone and internet, is business lost for me.
I ask the clever chap at Telkom what to do now. He cleverly tells me I can opt for 3G if I want internet connectivity. I know that too.
But my surname is Opperman, NOT Oppenheimer (rather unfortunately). Yes I can buy extra PAYG data from Vodacom. But I would need to have an estimate on how long it's going to take Telkom (okay, or their sub-contractors) to fix my line, in order for me to figure out how much data I need to buy from Vodacom/MTN/Cell C. But they can't give me even a rough indication. Fortunately they can tell me my fault has been logged.
And what about my customers who want to phone me on my landline? How much business haven't I possible lost because of customers not getting through?
All I want to know Telkom, is HOW LONG DO YOU ESTIMATE it is going to take to replace the stolen cables?
And do you realise I'm losing money every single day without the internet and landline?
And lastly, there is no way in hell I'm going to pay my full Telkom account end of this month. I should in fact claim for possible business (and thus money) lost due to your inefficiencies.
