Telkom & Sentech Helpdesks Tops, Vodacom & MTN Poor

I was a bit surprised by this article ... considering everytime I phoned telskum I had to wait for at least 5 mins and they generally had no idea of what was going on. But I have to say that my dealings with MTN have been far worse. Their 'call centre' has no clue of whats happening in that company. So far, Vodacom has provided me the best service, in terms of 'call in support'.
 
lucifir said:
I was a bit surprised by this article ... considering everytime I phoned telskum I had to wait for at least 5 mins and they generally had no idea of what was going on. But I have to say that my dealings with MTN have been far worse. Their 'call centre' has no clue of whats happening in that company. So far, Vodacom has provided me the best service, in terms of 'call in support'.
Click to expand...

I have also had bad expreriences with Telkom in the past, but in the survey they were effective and accurate. More about support will follow in the broadband report...
 
Telkoms call centers have improved a lot, for non technical stuff.
By this I mean if you want to get info on your account or new services and the like they are pretty sharp, as much as I hate to admit it. When it comes to problems or technical issues, faagetaboutitttt. Its non existent.
As I am a Telkom 'ho', I also have a Vodacom contract account (ducks incoming fire), but to be truthfull it has never been necessary for me to phone in for any type of support or account queries in over 5 years, not once, that must be a plus. (*edit* I lie, phoned in once to activate mms or help getting it activated, was quick and painless)
All just my personal experience though.
 
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O boy telkom help desk, you better have a preschool qualification you will need it, to explain(v..e..r..y s..l..o..w..l..y) to them what you problem is,O and you must be get your spelling right( as it is now they have made me a new man ,I have never prayed so much in my life)as for vadacom OK mtn gees
 
Pray My Brother Pray,you Shall Have Your Reward In A Next Live
 
Hi folks

I thought this article might be somewhat controversial (I will take what’s coming my way :D). I have had very bad experiences from Telkom as well, but while doing the survey their service was good and they could be reached with relative ease. Sentech was in fact the best…fast response and good technical knowledge.

Maybe a follow on is needed :D
 
My ratings based on recent experiences:

WBS - do they have a helpdesk? I doubt. After waiting for 5 minutes, I decided to rather try an e-mail. Still waiting for a reply.

Telkom - listening for hours to silly music and being transfered from one moron to the next and not getting results. Going to the service centre and giving them a final demand to correct my account and making sure that I had a receipt for the letter resulted in a call a week later with plenty of promises made truth 2 months later.

Vodacom (data): Almost no waiting time before being helped by an excellent operator at 3 different occasions.
 
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Telkom's helpdesk is not open over weekends.

After I was promised installation on a certain Saturday, and no-one showed up or called (obviously), I had to wait till Monday, and another 30 minutes of stupid music, to hear someone screwed up my order and there’s nothing they can do about it.

I was directed to the commissioner of services in Durban and haven’t once in the last 2 weeks had my call answered.

It’s ridicules !
 
We just gave Telkom another headline to stick on their envelope stuffings. How many thousands of calls were made? How many regions were these calls made from? I dont mind who came out top as long as the study was comprehensive.
 
What you have to do is call the helpdesk at telkom and tell them that you are conducting a survey on how effective they are.
Then you give them a list of technically impossible to solve problems and ask them to solve it.

Just a bit of Friday afternon fun.
 
Sadly basing results on one call to a help centre is not going to yield a valid result for a survey. You need to test a range of different types of queries. Also try to test how easy it is to escalate to 2nd and 3rd level support and also how quickly those levels respond.
Also need to take into account that its no good calling say WBS at peak call times and Telkom at off peak, so you need to ensure they are all called at a range of different hours on different days of the week.
 
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