This is just a warning to anyone who might be collecting a Telkom router from this outlet. On Monday I was called to install a DSL router and activate the line for an elderly customer. The router was faulty - it did not detect the CAT5 cable or the phone line. I double checked by using a known-working DLink router - the line is fine and the NIC works!
I offered to try and get the router swapped on the customer's behalf since he is frail and would not be able to answer the questions which I knew the staff at the Telkom Direct shop would ask. I took the receipt and the router down to the shop. I stood in the queue for nearly 45 minutes before Sonnette could assist me. She listened to my story, phoned her supervisor and got permission to swap the router without a fault number. So far so good!
Surprise - NOT! that router, too, was faulty. I did not have time to return it on Monday afternoon and so I tried this morning. Sonnette was not there and Carol was busy with another client. Veronica the manager is on holiday and there are 3 new staff members without name tags whom I do not know. The young man attending to me refused to swap the router without a fault report number. I explained that I was not prepared to sit on hold for 3 hours for a number when the router was faulty. At this another man came over and rudely said without a fault number they would not help me.
At this point another customer came over from the other side of the shop and commisserated saying he had also picked up a router on Monday and it was faulty and they were refusing to replace his router too.
On Monday I pointed out that the box was unsealed when I took receipt of it and I requested that it be tested. They do not have the facilities to test routers! It would appear that Telkom KNOW they have a faulty batch of routers and are now trying to get out of replacing them.
This is the first time I have been treated so badly in this shop. I go out of my way to help the staff here who have no DSL installation training and they fequently phone me for assistance. No more! Veronica, I know you are on leave and are not responsible for this monumental cockup but let me tell you that all the good you have done as manager of this branch over the past year has been undone in a day. I am not the only technician in Jeffreys who has been insulted by your temporary staff who apparently don't understand how to run a business. I have installed enough DSL routers to know when one is faulty - I resent the implication made by 2 staff members this morning that I am an idiot - yes! I understand enough Xhosa to catch that comment.
TELKOM WHY DON'T YOU JUST ADMIT YOU HAVE A FAULTY BATCH OF ROUTERS AND REPLACE THEM?
I offered to try and get the router swapped on the customer's behalf since he is frail and would not be able to answer the questions which I knew the staff at the Telkom Direct shop would ask. I took the receipt and the router down to the shop. I stood in the queue for nearly 45 minutes before Sonnette could assist me. She listened to my story, phoned her supervisor and got permission to swap the router without a fault number. So far so good!
Surprise - NOT! that router, too, was faulty. I did not have time to return it on Monday afternoon and so I tried this morning. Sonnette was not there and Carol was busy with another client. Veronica the manager is on holiday and there are 3 new staff members without name tags whom I do not know. The young man attending to me refused to swap the router without a fault report number. I explained that I was not prepared to sit on hold for 3 hours for a number when the router was faulty. At this another man came over and rudely said without a fault number they would not help me.
At this point another customer came over from the other side of the shop and commisserated saying he had also picked up a router on Monday and it was faulty and they were refusing to replace his router too.
On Monday I pointed out that the box was unsealed when I took receipt of it and I requested that it be tested. They do not have the facilities to test routers! It would appear that Telkom KNOW they have a faulty batch of routers and are now trying to get out of replacing them.
This is the first time I have been treated so badly in this shop. I go out of my way to help the staff here who have no DSL installation training and they fequently phone me for assistance. No more! Veronica, I know you are on leave and are not responsible for this monumental cockup but let me tell you that all the good you have done as manager of this branch over the past year has been undone in a day. I am not the only technician in Jeffreys who has been insulted by your temporary staff who apparently don't understand how to run a business. I have installed enough DSL routers to know when one is faulty - I resent the implication made by 2 staff members this morning that I am an idiot - yes! I understand enough Xhosa to catch that comment.
TELKOM WHY DON'T YOU JUST ADMIT YOU HAVE A FAULTY BATCH OF ROUTERS AND REPLACE THEM?
