Telkom! Get a proper customer care department

The company encouraged users to explore the various fault-reporting options it has available. These include:

If customers can access the Internet, log a fault on www.telkom.co.za
Customers can SMS “SERVICE” and their number to 30591.
Report problems using Telkom’s Android and iOS app, available for free.
Customers may tweet Telkom @TelkomZA or post on the TelkomZA Facebook page.
Residential customers can call 10210 for assistance, while business customers can contact 10217.
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Arghhhh FFS Telkom, what part do you NOT understand???? It is all fine and well contacting you and even sometimes getting a ref number....

But how about FIXING the problem that is reported and not closing the ref number while the service is still faulty ????

Sort out your field technicians as many of them are bloody USELESS.


And don't get me started on those so-called call centre "service agents" who read scripts back to us and close our faults... get people in there with technical knowledge, not some contract worker in an outsourced company.
 
Customer service is Telkom's biggest failing and it seems Sipho is also failing to improve this area of Telkom business and unfortunately until the customer service improves Telkom revenue will also suffer.
 
Wanted to replace my DECT phones with the latest models on Telkoms website (DDA200), left callback requests three times starting a couple of weeks ago and also got TelkomZA involved with chasing the sales dept. Finally got a callback yesterday evening - too late, I'd already purchased a less sophisticated system last week :mad:
 
Same goes for their Business department, I've called them to find out what they best way is to cancel a corporate account and the dude on the other end just didn't know how to respond, same thing when I phoned yesterday to find out whether we can be assigned an account manager, it was like the person never had a query like that before!

So tired of this useless company.... :(
 
Their service has fallen through the floor.

10/01/2016 - log a call that online that phone and ADSL is dead.
18/01/2016 - Get a message saying my problem has been resolved. Get home in the evening, fkkol. Still broken.
19/01/2016 - log another call online
22/01/2016 - Get a message saying my problem has been resolved. Get home in the evening, fkkol. Still broken.
23/01/2016 - Phone them. Lady asks for my Telkom Internet ISP username and password after telling her my phone line is DEAD WTF?
29/01/2016 - Phone them again. They can see the problem is at my place and must send a technician. The call has apparently been prioritized.
01/02/2016 - Phone them again. This time they escalate the call. Service agent promises me a tech within 12 hours.
02/02/2016 - FK all news from Telkom, 12 hours expired and my line still dead. No one even come to my place yet to have a look.

What can I do?
Am I expected to pay for service during January? Its almost been a month.
 
Many things Telkom urgently need to address .

Customer care department , it is broken and has been for a long time , out scorching the call centers has not helped and will not help .
There are many problems in this department , from the systems to the actual work being done by the technicians .
To fix the problem it needs some one that actually knows how the current system is falling down and how it works .
At the end of the day it all boils down to bad management from the top down no excuses .
 
werny said:
Same goes for their Business department, I've called them to find out what they best way is to cancel a corporate account and the dude on the other end just didn't know how to respond, same thing when I phoned yesterday to find out whether we can be assigned an account manager, it was like the person never had a query like that before!

So tired of this useless company.... :(
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1. Cancelling a corporate account: Hold on sir while I transfer you to accounts & billing but before I do here's your ref number and if you don't come right you can use it to get in touch with us for further assistance.
2. Assigning an account manager: Hold on sir while I transfer you to sales but before I do here's your ref number and if you don't come right you can use it to get in touch with us for further assistance.

Took me like 3 seconds and I never worked for Telkom :p
 
Telkom responded by admitting it was “not at the finish line” in terms of improving as a company.
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Forget the finish line you guys haven't even got out the starting blocks :erm:
 
Brawler said:
Their service has fallen through the floor.

10/01/2016 - log a call that online that phone and ADSL is dead.
18/01/2016 - Get a message saying my problem has been resolved. Get home in the evening, fkkol. Still broken.
19/01/2016 - log another call online
22/01/2016 - Get a message saying my problem has been resolved. Get home in the evening, fkkol. Still broken.
23/01/2016 - Phone them. Lady asks for my Telkom Internet ISP username and password after telling her my phone line is DEAD WTF?
29/01/2016 - Phone them again. They can see the problem is at my place and must send a technician. The call has apparently been prioritized.
01/02/2016 - Phone them again. This time they escalate the call. Service agent promises me a tech within 12 hours.
02/02/2016 - FK all news from Telkom, 12 hours expired and my line still dead. No one even come to my place yet to have a look.

What can I do?
Am I expected to pay for service during January? Its almost been a month.
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I complained once on an online form somewhere for being consecutively billed for support charges and I was a bit nasty with caps lock etc... Lo and behold I was actually refunded for a few months. Miracles do happen :)
 
im on week 3 of waiting for a fault to be resolved...every time i call or tweet. all they can tell me is we will provide feedback soon.
 
MickeyD said:
Arghhhh FFS Telkom, what part do you NOT understand???? It is all fine and well contacting you and even sometimes getting a ref number....

But how about FIXING the problem that is reported and not closing the ref number while the service is still faulty ????

Sort out your field technicians as many of them are bloody USELESS.

And don't get me started on those so-called call centre "service agents" who read scripts back to us and close our faults... get people in there with technical knowledge, not some contract worker in an outsourced company.
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I was thinking exactly the same. No use creating multiple means of reaching them when the bottleneck exists somewhere else.
 
MickeyD said:
Arghhhh FFS Telkom, what part do you NOT understand???? It is all fine and well contacting you and even sometimes getting a ref number....

But how about FIXING the problem that is reported and not closing the ref number while the service is still faulty ????

Sort out your field technicians as many of them are bloody USELESS.
Click to expand...

I break into a cold sweat when seeing "funny" flashing lights on the router and the trepidation that I might have to call and deal with 10210.I cannot recall the number of ref.numbers closed whilst the service was still down,an absolute nightmare if I may say so.

Dlamaqhinga said:
Customer service is Telkom's biggest failing and it seems Sipho is also failing to improve this area of Telkom business and unfortunately until the customer service improves Telkom revenue will also suffer.
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I must say since moving back to ADSL last year(after an absence of +-3years?) the experience has not been particularly rosy and I'm afraid all pointing towards Customer service at Telkom. I pray they fix this very soon as there are no other alternatives here besides expensive 3G/HSDPA.
 
Transfer of service logged Nov 2015...-infrastructural issue at new place. Run around since then...used call centre, the telkom guys on here, their online chat....Initially, end of Jan, we will have resolved infrastructure issue...well, order is still pending, no feedback...no, uhhhh, sorry...will not be able to install, due to A,B and C...normal sing and song...it is with planning/project/network..no ETA or real feedback. If someone would just give me some real feedback, that would be nice!
 
yebocan said:
Transfer of service logged Nov 2015...-infrastructural issue at new place.
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Moving house end of this month and I'm dreading that^...crossing fingers that all goes well,but then I'm dealing with Telkom.*sigh*
 
For the love of god .... please change your "on hold" tune. I am currently holding for Telkom Mobile and the tune they are playing is actually causing me physical pain. Are they doing this on purpose hoping that people will get so irritated and cant stand it anymore and just end the call before being assisted?????
 
Ockie said:
On hold now for 9 minutes so far. :mad:
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hope its nothing to complex...called yesterday to cancel uncapped data account...held for 15min,...only to be told, sorry we do not action cancellations on our side any more...pls drop us a mail, and we will get back to you...still waiting for confirmation of cancellation.
 
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