Telkom should chare delivery fee NOT installation!

[xerox]

Telkom delivered the modem, and we had to sort the connection out. Seems their technical phone support is more qualified than the installers! [!]


Did anyone have a similar experience?

I think Telkom should:

1) Improve their techies' training methods (including Windows 98)

2) Charge a delivery fee instead of R404 installation fee.

What do you think?

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[VQuest]

<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by xerox</i>
<br />Telkom delivered the modem, and we had to sort the connection out. Seems their technical phone support is more qualified than the installers! [!]
<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">

If their phone support people are more qualified than their onsite techies then we're in big big trouble. Because the quality of their phone support is shocking.

I was more fortunate than you, the guys who installed the modem were very professional and were in and out within 30 mins. I'm thankful for that. But when I needed to have the firmware of the modem upgraded the technicians had never done it before so they spent over an hour on the phone with technical support trying to get it sorted out. I could have done it faster myself.

To respond to your points.

1. I totally agree - Telkom technicians need some serious training to be up to acceptable standards. The second lot of technicians admitted that they have not received any training on ADSL and that whatever they knew is from "over the shoulder training" (and that's a direct quote). Meaning they have to pick things up by watching someone else working. If this is Telkom's policy on staff, it's quite shocking.

2. If we have to install the modem, etc ourselves, then we should be given the option to pick it up at a Telkom branch and thus save the R404 installation fee.


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