Telkom Mobile Store - Why wont you answer the phone?

[nickv]

Dear Telkom Mobile Retail store Employees
Whilst sitting around waiting for customers to walk in & buy your products is part of your job ,answering the phone is equally important. If you don't answer the phone potential customers like me will end up calling a business that does answer the phone. Soon you might notice that fewer customers are walking into the store. Soon after that your boss might come to you and tell you how the store will unfortunately have to close down because it's not making any money. You will no longer have a job to go to, the bank will come take you car, your kids will go hungry & your wife will divorce you. Answer the Damn Phone!!
Regards

Ps: I have now called 5 stores in and around JHB and not one of them has answered the phone.

 

[iEverything]

ha ha this made me laugh, had exactly the same experience on Friday afternoon trying to call a couple of the stores to see if they had stock of a iPhone 5s for a new contract I wanted.....fail, not one answered the phone, next minute engaged or goes to a 'full' voicemail

 

[Azimuth]

This is a serious problem with Telkom Mobile. I've complained about it myself. The only way to communicate with them is via 180.

 

[nickv]

In my mind telkom Mobile is really just another part of telkom no matter how many times they change logos & print new letterheads. So you'd think that after their CEO came with new grand master plan to save telkom that a manager somewhere in the hierarchy would by now have rallied the troops which would result in some renewed enthusiasm amongst the employees. more so considering that major part of grand master plan deals with job cuts.
Come to think of it, Telkom not answering the phone is a legendary thing that's been happening forever & at least for the past 20 years in my lifetime. Bit naive of me to think that anything might change any time soon.

 

[akescpt]

This is a serious problem with Telkom Mobile. I've complained about it myself. The only way to communicate with them is via 180.

its everybody. try to get hold on an mtn store on the phone. unless you get a number from someone there good luck calling numbers listed online. not sure about the others but mtn don't answer their store phones also.

 

[Telkom]

Dear Telkom Mobile Retail store Employees
Whilst sitting around waiting for customers to walk in & buy your products is part of your job ,answering the phone is equally important. If you don't answer the phone potential customers like me will end up calling a business that does answer the phone. Soon you might notice that fewer customers are walking into the store. Soon after that your boss might come to you and tell you how the store will unfortunately have to close down because it's not making any money. You will no longer have a job to go to, the bank will come take you car, your kids will go hungry & your wife will divorce you. Answer the Damn Phone!!
Regards

Ps: I have now called 5 stores in and around JHB and not one of them has answered the phone.

Hi nickv

We apologise for the inconvenience caused.

We will like to assist, Please PM us your contact details for further assistance.


Regards
Telkom Mobile

 

[bromster]

Telkom stores don't answer their phones at all. All calls must be made through the call centre as stated above. This becomes very exciting when you have to spend a total of 3 hours on the phone with people who don't know what they are talking about, trying to fix a billing problem which they clearly don't understand.

Big up to ^TM^. If it weren't for you guys, I think I would have slit my wrists by now.

 

[RichardG]

I don't even bother to contact Telkom Mobile / Direct stores anymore after spending over R100+ to try get hold of a human being to interact with me a few years ago! I would rather walk into one their stores than spend over R30 airtime plus, cheaper to go down the road and speak to a consultant.

Oh, you've to wait a long time to be attended as well cause it is a Telkom Direct/ Mobile store at the same time. The consultants are helpful but understaffed at times. Walking into a CELL C branch you get more consults willing to assist, example EastGate store small premises but every sale counts.

They should rather have an online store whereby you can purchase everything, example prepaid routers etc.

 

[nickv]

If there's one thing I was taught and learnt in business as being vital to succeeding it has been to answer the phone. Especially in retail . Only reason the phone rings is because someone wants what your selling.
Its not rocket science. Potential customer calls, you answer , make your pitch, if all goes well you make a sale , gain a new
customer , earn your salary, business makes a profit and everybody is happy.

BTW: Thanks to telkom Mobile rep for making an effort here on forums. my requirements today were time sensitive. So I just kept dialling numbers until someone answered & the sale went to one of your competitors. Sorry. Also , maybe if telkom mobile website had a easy to find cash deal price listing it might have saved me a lot of time dialling numbers.

 

[shez]

Dear Telkom Mobile Retail store Employees
Whilst sitting around waiting for customers to walk in & buy your products is part of your job ,answering the phone is equally important. If you don't answer the phone potential customers like me will end up calling a business that does answer the phone. Soon you might notice that fewer customers are walking into the store. Soon after that your boss might come to you and tell you how the store will unfortunately have to close down because it's not making any money. You will no longer have a job to go to, the bank will come take you car, your kids will go hungry & your wife will divorce you. Answer the Damn Phone!!
Regards

Ps: I have now called 5 stores in and around JHB and not one of them has answered the phone.

I also queried this and I was told that you have to come into the store you can't talk to them over the phone all the phones they have are outgoing only. The phone number you are trying is one in the back office and only if someone is in there they will answer it. Strange I know. Hope your problems get resolved. The social media agent(s) for telkom are quite good. I also have a list of email addresses if you need to escalate something

 

[cr@zydude]

The issue I had with TM is that their data sim can't make calls, not even the helpline. I ended up paying for those calls for a very stupid reason.

 

[nickv]

I also queried this and I was told that you have to come into the store you can't talk to them over the phone all the phones they have are outgoing only. The phone number you are trying is one in the back office and only if someone is in there they will answer it. Strange I know. Hope your problems get resolved. The social media agent(s) for telkom are quite good. I also have a list of email addresses if you need to escalate something

WOW Shez!! Did someone from TM seriously tell you that ? That is outrageous! That's economic suicide in a Retail business.
You're supposed to grab your customer with whatever means possible. voice call, email, website , carrier pigeon , smoke signals. whatever it takes! I'm no genius yet to me that's simple business 101.
The numbers i was trying were the numbers listed on their website for each telkom store.

Suppose that explains the never ending crisis management in their business.

My problem was solved. I went elsewhere. TM retail will get another chance with me when they come with a good promo again.

As for their media agents/call centre I agree. very polite, efficient etc. however , for problem solving they are only as good as the OP's manual in front of them & anything difficult they have to kick it up to more senior level. I had a problem recently with a 2+1 data bundle. The whole 2gig disappeared 4h after i got it. so i called to enquire. explained my problem , was given a ref number & promise of call back . Still waiting . going on 1 month now. The thought of calling back with my Ref no to try get a resolution gives me palpitations just thinking about it. Not holding my breath waiting.

 

[nickv]

I also queried this and I was told that you have to come into the store you can't talk to them over the phone all the phones they have are outgoing only. The phone number you are trying is one in the back office and only if someone is in there they will answer it. Strange I know. Hope your problems get resolved. The social media agent(s) for telkom are quite good. I also have a list of email addresses if you need to escalate something

WOW Shez!! Did someone from TM seriously tell you that ? That is outrageous! That's economic suicide in a Retail business.
You're supposed to grab your customer with whatever means possible. voice call, email, website , carrier pigeon , smoke signals. whatever it takes! I'm no genius yet to me that's simple business 101.
The numbers i was trying were the numbers listed on their website for each telkom store.

Suppose that explains the never ending crisis management in their business.

My problem was solved. I went elsewhere. TM retail will get another chance with me when they come with a good promo again.

As for their media agents/call centre I agree. very polite, efficient etc. however , for problem solving they are only as good as the OP's manual in front of them & anything difficult they have to kick it up to more senior level. I had a problem recently with a 2+1 data bundle. The whole 2gig disappeared 4h after i got it. so i called to enquire. explained my problem , was given a ref number & promise of call back . Still waiting . going on 1 month now. The thought of calling back with my Ref no to try get a resolution gives me palpitations just thinking about it. Not holding my breath waiting.

 

[Dario Torrente]

Hi nickv

We apologise for the inconvenience caused.

We will like to assist, Please PM us your contact details for further assistance.


Regards
Telkom Mobile

This is the most ridiculous thing I have ever heard.
For year I stayed away from Hellkom!.
I did go to the mobile store because of good advertising and needed to follow up but I am seriously reconsidering my unlimited application. what an insult they don't want to answer their phones and it's a phone company?
but the numbers are on the internet?????

 

[Telkom]

This is the most ridiculous thing I have ever heard.
For year I stayed away from Hellkom!.
I did go to the mobile store because of good advertising and needed to follow up but I am seriously reconsidering my unlimited application. what an insult they don't want to answer their phones and it's a phone company?
but the numbers are on the internet?????

Hi Dario Torrente,

Please confirm if we can assist further and PM your full details so that we can intervene.

Your social media ref: SM184425.

Regards,
Boitumelo
Telkom Social Media Team

 

[Larnie]

Hi Dario Torrente,

Please confirm if we can assist further and PM your full details so that we can intervene.

Your social media ref: SM184425.

Regards,
Boitumelo
Telkom Social Media Team

Also been given the run around by every Telkom department for the last week. I have called every single Telkom store in the Johannesburg area and not one answered call but plenty of full mailboxes.
I've PM'd the twitter team who've said they have escalated and will provide feedback shortly...3 days and waiting.

I left Telkom 10 years ago and only decided to go down this road because of the Uncapped LTE offer which I received a ticket number for, went through the application via phone on Monday including the credit vetting. Was told my account would be debited and I would receive a confirmation SMS / mail, but I received no confirmation and my account was not debited.

Since then I get transferred from department to department, it's as if no one knows who deals with the Uncapped LTE offer. Eventually went to the store at The Glen Shopping Centre, only to be told they can't help me because they don't do these offers? I am prepared to pay the extra R100 pm for signing up at the store.

And as i'm typing this I get an anonymous SMS that's says - Dear Valued Customer, we appreciate your interest in one of our packages but your application has been declined <MINIMUM VETTING THRESHOLD
I assume this is from Telkom as I have not applied for anything else, but what does this reasoning even mean? After having been told all is well and waiting, to enquiring and being told that nothing on the system can be found on the system for my ID...I get this?