Telkom fault reporting: feedback from call centre

[Divestar]

I have just wondered what the Telkom call centre is for...

I have reported a fault with their 0800375375 number. After a few days of not hearing anything from them, except the sms stating my reference number, I phoned the call centre to find out what is happening. I was astonished at the details provided: "Your fault is in hand with the technician"

I needed some more info. We need our adsl line!

I tried almost anything in the book, but it seems that nobody knows who the technician is. They don't have contact numbers at the call centre and when the technician doesn't update the system, no-one knows when (or even if) your line will be fixed.

What is the use of the call centre if they can't provide details?

 

[The_Unbeliever]

If you've got coverage, CellC/8ta might provide backup bandwidth.

Wish somebody will start selling off ADSL lines (fiber, copper) with SLA's... There is a market for that.

 

[AcidT]

The call centre will not give you the technicians details...Just imagine how many ppl will be calling the poor oke the whole time...

On the other hand when it comes to feedback provided back to the client it is a shame to see how poorly the faults are tracked if at all...it feels like the call centre is only there to take the call, log the fault and wait till it is fixed without updating the poor client on the other side of the fault...

 

[kissingmybbgoodbye]

The call centre will not give you the technicians details...Just imagine how many ppl will be calling the poor oke the whole time...

On the other hand when it comes to feedback provided back to the client it is a shame to see how poorly the faults are tracked if at all...it feels like the call centre is only there to take the call, log the fault and wait till it is fixed without updating the poor client on the other side of the fault...

Sounds like my experience with telkom call centre & telkom

 

[qace]

Well this is Telkom you talking about, so you shouldn't be surprised at there call centre service.

 

[Bundu]

next thing you can expect is an SMS telling you the fault has been repaired, just to discover that it's still out of order and you have to open a new log once again - this process was repeated 4 times with me and I then logged a dispute and closed my account

 

[Divestar]

Have anyone tried their online fault tracking service? Even more useless than the call centre... (If that is at all possible)

 

[Shahysteria]

Telkom wouldn't give you the technician number.. But depends how much faults the area how and if there isn't a backlog of calls it shouldn't take more than 2 days for them to fix your ADSL Line

 

[upup]

When you see a telkom bakkie, stop them and get some supervisors number.
my boss line is now out for 2 weeks and he is waiting.

 

[Divestar]

The call centre escelated the fault this morning. 30 minutes later, our line is working!

 

[Lounger]

Just remember that no matter what you tell the call centre, they will still log it as a line fault and the technician will never see the comments.

 

[CellBel]

Have anyone tried their online fault tracking service? Even more useless than the call centre... (If that is at all possible)

It's useless, my phone died last monday, this morning i've received a sms telling me my line is OK now.

From: 0123210212 Msg: Dear Customer, Fault 1xxxxx11 for Service ID 05xxxxxxx has been resolved. Please do not reply to this SMS

This is the message on their online fault tracking service now;

Current status for Fault 1xxxxx1 : Closed

Now the phone is still as dead as a doorpost, but case is closed?

 

[The_Ogre]

If you've got coverage, CellC/8ta might provide backup bandwidth.

Wish somebody will start selling off ADSL lines (fiber, copper) with SLA's... There is a market for that.

They're already doing this albeit only in part.

How do you explain banks almost never being offline? That's 99.9% uptime for you - failing which Telkom has to repay the bank for each minute of outage. Millions

It's useless, my phone died last monday, this morning i've received a sms telling me my line is OK now.


This is the message on their online fault tracking service now;


Now the phone is still as dead as a doorpost, but case is closed?

PM me your reference number and I'll see if its closed

 

[CellBel]

They're already doing this albeit only in part.

How do you explain banks almost never being offline? That's 99.9% uptime for you - failing which Telkom has to repay the bank for each minute of outage. Millions

PM me your reference number and I'll see if its closed

Thx YGPM

 

[Rohan]

Been having problems since the 8th of October with our adsl. Had to log the call 3 times and every time I get an sms that states the problem has been resolved. Still having the problem though and I am not the only one. Seems the exchange has a fault and it is an unmanned exchange. I first was told the exchange was congested but a Telkom Tech guy that was busy installing a line today told me that the exchange is not congested at all but they are waiting for the exchange technician to actually get there and do the work...so been waiting since the 8th and nothing was done so far.