Trying to report a problem

[[email protected]]

On July 3, 2003 I sent the message below to, amongst others, my "Personal Telkom sales representative", Mr Mark Moonsamy. I got a prompt acknowledgement that the message had been received, and that was the end of it. This is only one example of numerous problems we have had trying to deal with Telkom regarding ADSL and I would very much like this to be brought to the attention of Senior Telkom management.
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ADSL account: DSLxxxx

<font color="red"><font size="1">(I edited your account number, I don't want to take a chance it can be used maliciously - ASnogarD)</font id="size1"></font id="red">

This morning at about 9h00 our ADSL disconnected and would not
connect again. For 2 hours we TRIED to report the problem and were
unable to. Most of the time was spent being passed from one
consultant to another while listening to music and repeated
announcements that "Your call is important and will be answered",
until the line just goes dead and you have to try again.

These are the different numbers we repeatedly tried to use in vain:
0800 500100 - transfer, cut off
0800 375375 - music, cut off
0800 237500 - transfer, cut off
Eventually talked to Mervyn Miller who tried his best to help and while talking the connection started working again without us actually changing anything.

We understand that ADSL is a new service and can have problems.
What is NOT acceptable is that a problem can not be reported.

Please respond to this e-mail and pass it on to management so that
the service can be improved.

Regards,
Gerrit

 

[Pumba]

Gerrit,

I believe the crux lies in "amongst others". My experience is that if you send a mail to various people, nobody addresses it as each person thinks the others will address.

May I suggest you follow the escallation procedure as stipulated in telepnone directory. It is listed in the "Brown pages" (Code of Practice)in your directory under "Resolving your complaint".

Have no clue whether it will work, but put it to the test. I also believe if one play it by the rules, you should get better results.

 

[leonardharley]

Lets face it - Telkom are not geared (or really interested) in dealing with problem resolution in a way that engages the client meaningfully.

Surely one should be able to log a fault easily and get a reference number without annoying messages / music / getting cut off?

My opinion is that Telkom knows it cannot deal with the volume and also knows that most users will eventually give up due to frustration...

Just a thought...