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ciruis

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Is it just me or is the Telkom "business" support centre staff getting more rude by the day ?

For over 3 months i have had my business line drop for about an hour during random times of the day. Each time i try report this, i get asked " Who is your ISP ", to which i reply " forgive me but what does the knowledge of who my ISP is when when my SNR and Data rate on the line is non existant". The response i get every time when i ask this is " Sir just answer the question ! i know how to do my job !". Followed by my call being dropped.

For a business support solution, i think this is pathetic. As we all know i think i'm farting against thunder here. I truly wish there was a "proper" alternative to telkom :( (Yes there is neotel but they have a long way to go still....)
 
"Is it just me or is the Telkom "business" support centre staff getting more rude by the day ?"

100% agree.... no customer service from most of the staff in the retail stores also, with the exeption of some of the staff...!!!

I had an adsl cancel order stuck open on there system, each time I went to see if the order had cleared... just got a It's not a telkom problem, your adsl is not with us... I don't have adsl with any one anymore... thats why I'm asking why is the adsl order still there... followed by we can't tell you why its not closed call your isp... or we never did the install your isp did it... ?????????

I finaly had a nice lady, who used her head... and called the adsl department to findout why the order was not closed... and it was a telkom $%$# up... thats why it wasn't closed... now it is closed cause they finally saw there was a problem...
 
Ruder and ruder.

Taken me over a year to get a promise to fix a pole (still not actually done).
 
ciruis said:
Is it just me or is the Telkom "business" support centre staff getting more rude by the day ?

For over 3 months i have had my business line drop for about an hour during random times of the day. Each time i try report this, i get asked " Who is your ISP ", to which i reply " forgive me but what does the knowledge of who my ISP is when when my SNR and Data rate on the line is non existant". The response i get every time when i ask this is " Sir just answer the question ! i know how to do my job !". Followed by my call being dropped.
Click to expand...

Oooooo I hate that :mad:

I'm speaking from a residential perspective here, but every time you said that your ISP is anything other than TelkomInternet then, "Oh noes, we no can help you." When the problem has nothing to do with your ISP and it's purely a line fault (even a chimpanzee can determine as much).

I fully empathise with you.
 
Ditto here, from a residential point of view...

I had a account issue that was resolved at 08:10 the morning - at 18:00 Telkom ISP disconnected me as their system was only then updated with the account issue, which was resolved 10 hours earlier. Called Telkom ISP, explained that there is no reason for my service to be suspended as the account issue was resolved - I was treated like some idiot that does not pay his bill - allthough my bill was paid - 10 days prior to the due date on the invoice. I explained again, and this time was shouted at - what is the use of calling then in the first place?

Now I have an issue where the line installed at my home is crossed with at least 4 other lines - I simply do not want to report the fault as 1) I am treated like a idiot, 2) They will probably break it more than it is at the moment...

Crazy...so much for customer care and I wish we could report them somewhere, but emails to the complaint department as return, well, nothing...

To be honest, to date I have had 1 positive response from a Telkom Agent..that is 1 out of 100...1% success rate in my opinion.
 
MainMeat said:
Ditto here, from a residential point of view...

I had a account issue that was resolved at 08:10 the morning - at 18:00 Telkom ISP disconnected me as their system was only then updated with the account issue, which was resolved 10 hours earlier. Called Telkom ISP, explained that there is no reason for my service to be suspended as the account issue was resolved - I was treated like some idiot that does not pay his bill - allthough my bill was paid - 10 days prior to the due date on the invoice. I explained again, and this time was shouted at - what is the use of calling then in the first place?

Now I have an issue where the line installed at my home is crossed with at least 4 other lines - I simply do not want to report the fault as 1) I am treated like a idiot, 2) They will probably break it more than it is at the moment...

Crazy...so much for customer care and I wish we could report them somewhere, but emails to the complaint department as return, well, nothing...

To be honest, to date I have had 1 positive response from a Telkom Agent..that is 1 out of 100...1% success rate in my opinion.
Click to expand...

Well, I find that you get a few people once in a while who know what they're doing and who know what they're talking about. However, each time you call in (0800-375-375) it's like playing Russian Roulette. You either get lucky, or you find yourself in a bigger mess than you started with because some genius among men misunderstood an otherwise simple request.

Lately I've been quite happy with the support at that number--each time I've called I've dealt with people who know what a DSLAM is, who don't treat you like an imbecile or get hostile when you say, "Yes, I know all that, I'm asking whether or not you can tell me what's wrong with it, not that 'it's broken'--I'm already aware of that, hence the reason for my call." They've also been incredibly friendly; I like friendly. Friendly means an already aggravating situation doesn't boil over into an infuriating situation.

I don't like Telkom in the slightest, but some of the people who work for Telkom are stars and they deserve all the praise and recognition they can get.
 
Just an update for you ladies and germs who are interested:

I finally managed to get through to the call centre without my line being dropped. The official response to my query is that " Make sure you have not hit your cap ! As this will make it appear as if the line is not working. " My repsonse " Again whats does my cap have to do with my SNR and Data rate being non existant ? ". To which the response was (drumroll) " I am not here to educate you ".

I truly give up, personally i feel that with a solution and support like this i would rather pay the high cost of mobile broadband.
 
ciruis said:
Just an update for you ladies and germs who are interested:

I finally managed to get through to the call centre without my line being dropped. The official response to my query is that " Make sure you have not hit your cap ! As this will make it appear as if the line is not working. " My repsonse " Again whats does my cap have to do with my SNR and Data rate being non existant ? ". To which the response was (drumroll) " I am not here to educate you ".

I truly give up, personally i feel that with a solution and support like this i would rather pay the high cost of mobile broadband.
Click to expand...

And it's at this point where you lose your cool and politely explain to them that no, they are not there to educate you, they are there to do their jobs and support, assist and resolve your problem and if they are incapable of doing so that you would like to speak to their supervisor.

They generally hang up around there :) Which is why first thing's first--get a name and find out which call centre you've been put through to.

I start enjoying the fight after a while :)
 
Lycan, you truly are a mad hatter :) I have had this fight for so long i just don't have the energy to fuss about like kids in a playground anymore.

I do realise that every company will have their version of issues. When it comes to Telkom it really gets sickening with the ill manner they treat their problems too. Never the less i feel that the good ol saying of "man - up or shut-up " is going to apply with no end in sight. After all (dare i say this) South Africa is a part Africa and service delivery is far from the pinnacle of its great acheivements :(
 
The business line is shocking. I once called to order a big mac but all I got was a reply saying that Telkom isn't a restaurant :mad:
 
You know what would be cool? A group of non-profit volunteers who phone in with other's telkom problems and update and hold on the line for them. I would be willing to spend atleast 6-10hrs a week helping getting the problems sorted. Would this make things better for those in the bussiness areas etc??? We can have all their documentation with privacy offcourse on hand should they require proof etc.:whistle:

Lets hope after the WC, more of them will get working harder.
 
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