I have a Telkom ADSL 512 premium account.
On 19/11/2006 i reported a fault due to no connectivity.
To date this fault has still not been corrected.
The status of this fault has been queried a number of times with the same pointless result.
It is understood that Telkom is swamped with business, but in any real world business this excess of business is considered and embraced as a good thing, by the company providing the service and the customer.
More business means more money coming in, more jobs and possibly more spending on innovation and consequently better service.
With Telkom all that has happened is high costs and service that has gone from bad to worse.
It takes 15minutes to an hour to get an answer and then the service consultant cannot give you any indication of when the fault will be resolved.
Surely they must be able to give some indication of when a call will be resolved.
Simple mathematics:
If Y = your call number in queue
And there is
X number of technicians
And it has been determined that
Z time spent is per I number of previous calls per technician
then Zhrs = I calls
If we assume on average all tecnicians are similarly efficient, then on an average the time is reduced by the number of technicians.
Z = I/X technicians
i.e. If any call is queried they should be able to say:
Z = Y/X
=> Z/8hrs per day => expected days to resolve
When you query this they give answers like "we have had an increase in faults in your area"
This should have no affect on the ability to respond to faults.
If it is a normal increase due to increased business - increase personnel
If it is an abnormal situation then dispatch technicians to resolve the cause of the faults.
It is clear that Telkom management is totally incompetent.
It is bad enough that Telkom has a monopoly on ADSL - we should not have to put up with this incompetence.
On 19/11/2006 i reported a fault due to no connectivity.
To date this fault has still not been corrected.
The status of this fault has been queried a number of times with the same pointless result.
It is understood that Telkom is swamped with business, but in any real world business this excess of business is considered and embraced as a good thing, by the company providing the service and the customer.
More business means more money coming in, more jobs and possibly more spending on innovation and consequently better service.
With Telkom all that has happened is high costs and service that has gone from bad to worse.
It takes 15minutes to an hour to get an answer and then the service consultant cannot give you any indication of when the fault will be resolved.
Surely they must be able to give some indication of when a call will be resolved.
Simple mathematics:
If Y = your call number in queue
And there is
X number of technicians
And it has been determined that
Z time spent is per I number of previous calls per technician
then Zhrs = I calls
If we assume on average all tecnicians are similarly efficient, then on an average the time is reduced by the number of technicians.
Z = I/X technicians
i.e. If any call is queried they should be able to say:
Z = Y/X
=> Z/8hrs per day => expected days to resolve
When you query this they give answers like "we have had an increase in faults in your area"
This should have no affect on the ability to respond to faults.
If it is a normal increase due to increased business - increase personnel
If it is an abnormal situation then dispatch technicians to resolve the cause of the faults.
It is clear that Telkom management is totally incompetent.
It is bad enough that Telkom has a monopoly on ADSL - we should not have to put up with this incompetence.
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