The Great Telscum Escalation Myth

I

Imagine101011

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So my internet went the way of the Dodo on the 27th, I work form home so I placed an escalation and got a reference number on the 29th. It is now the 4th and I am still told it will take a few days to get to me, so In Randburg the waiting time is about two weeks to get a simple internet fault repaired. Escalated my a**, unless they meant escalated to be be ignored. I don't care that they don't have enough Techies in my area, NOT MY PROBLEM!!!!! I pay you, get some more techies or borrow some from a less busy area!!!!
 
Keep all the details and make sure they give you a credit for the period you were without a service.

If they don't escalate it....:whistle:
 
Imagine101011 said:
So my internet went the way of the Dodo on the 27th, I work form home so I placed an escalation and got a reference number on the 29th. It is now the 4th and I am still told it will take a few days to get to me, so In Randburg the waiting time is about two weeks to get a simple internet fault repaired. Escalated my a**, unless they meant escalated to be be ignored. I don't care that they don't have enough Techies in my area, NOT MY PROBLEM!!!!! I pay you, get some more techies or borrow some from a less busy area!!!!
Click to expand...

Here we go :) http://mybroadband.co.za/vb/showthread.php/588175-Getting-to-know-your-Telkom-folks just read the "rules" please :)
 
Imagine101011 said:
So my internet went the way of the Dodo on the 27th, I work form home so I placed an escalation and got a reference number on the 29th. It is now the 4th and I am still told it will take a few days to get to me, so In Randburg the waiting time is about two weeks to get a simple internet fault repaired. Escalated my a**, unless they meant escalated to be be ignored. I don't care that they don't have enough Techies in my area, NOT MY PROBLEM!!!!! I pay you, get some more techies or borrow some from a less busy area!!!!
Click to expand...

I was told recently (by a Telkom call-centre agent) that escalations are only applied once Telkom have failed to meet the terms of their service level agreement, i.e. the call must be repaired within ten working days of the fault report.
 
Nah Ive phoned my area manager a few times made friends with him lol even got him to move me to an MSAN
 
The escalation process ends with a complaint to ICASA
if you follow the "rules" and make a friendly call to an appropriate person it is generally unnecessary to escalate all the way.
 
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