Dear WebAfrica,
So I am beyond fed up now. Here's a brief history.
Tuesday the 18th I arrive home to dead line. Which I then duly reported to your support line.
No news or feedback for 2 days.
On Thursday night I happen to hear my neighbour saying they installed a new ADSL line on Tuesday and how marvelous it was.
After I told them what happened, they called the installation crew back and got my connectivity back for me by Friday.
Please note here:
2 days of invisible or no activity by WebAfrica/Telkom
A few minutes by me getting involved the riddle is solved and connectivity is restored (if not quality)
Come Saturday, there was a noticeable degrade in performance on the line. It was synching at way lower speeds and would disconnect and reconnect at unpredictable intervals.
I call WebAfrica again and log the call as related to the previous fault. Knowing that Telkom and WebAfrica don't really work on weekends I let the issue lie till monday.
Monday evening I come back to a fully disconnected line again.
I escalate the issue and the tech on the other end see's that there's a telkomadsl account logged in, so clearly my line is up, but just not inside my premises.
Thinking that they've switched my line with the neighbour, I let them know that this is obviously what's happened. Get the techs to come around and fix their screw ups is obvious to me.
Tuesday, still a large amount of nothing. Phone again, escalate again. Promises are made with regards to a Service manager getting in touch
Wednesday, guess what? Large amount of nothing happening except it's getting warmer as even the seasons know how to do their job, but neither WebAfrica or Telkom do.
Thursday... 2 escalations because I'm getting Gatvol. First mention of a mysterious "senior" department is made and escalations to those celestial beings will be made in order to get this resolved.
I have a sudden bout of curiosity and phone my own landline. A lady answers and after assuring her I'm not selling her something useless I explain my story and convince her to call my number from her cellphone and then to call her own number.
Needless to say by now, her line is ringing but not answering and mine is happily functioning at her premises.
Armed with this new and useful information I hand it over to WebAfrica. Once again, the customer is proving more useful in solving his own issue than the service provider is.
Friday morning, first escalation to this mysterious senior class of being is made, to no avail as picking up the phone to a clearly irate customer is just to much of a challenge and would ruin his friday.
Friday afternoon, second escalation for the day. Again to the senior celestial beings because the first escalation didn't get through.
Guess what, no phone call.
Web Africa, for a communications company you are terrible at your core business.
Communicating with me.
Communications outside anywhere of your helpdesk.
You most certainly should look into these mysterious beings you seem to employ called Service Managers, Senior Support and Managers because they don't know the meaning of the word escalation or what an irate customer is.
My connectivity and may not mean much to you, but you have had a real impact on my evening entertainments. Be it monetary loss because I had just paid for 2 weeks of premium membership in world of warships, or that I have missed 4 nights of raiding with my friends online.
I've paid you for bandwidth I cannot use, I've paid Telkom for services not rendered and when the day comes that my line is restored, I will need to fight with Telkom to remove the billing items on my account where the other person has been makign calls on my line.
I realise that you are dependent on the on the incompetence of Telkom to get my issue sorted, but the buck stops with you.
By now, in your position, I would be making a manager a Telkom so miserable that the line would be sorted in a matter of hours.
So now, because your escalation chain does not work, I'll be keeping a daily report of your exploits in attempts to help me.
At this rate, I think I may even solve this issue before you do.
(*Ok, so it wasn't brief... but I think my sin is the lesser of the two)
So I am beyond fed up now. Here's a brief history.
Tuesday the 18th I arrive home to dead line. Which I then duly reported to your support line.
No news or feedback for 2 days.
On Thursday night I happen to hear my neighbour saying they installed a new ADSL line on Tuesday and how marvelous it was.
After I told them what happened, they called the installation crew back and got my connectivity back for me by Friday.
Please note here:
2 days of invisible or no activity by WebAfrica/Telkom
A few minutes by me getting involved the riddle is solved and connectivity is restored (if not quality)
Come Saturday, there was a noticeable degrade in performance on the line. It was synching at way lower speeds and would disconnect and reconnect at unpredictable intervals.
I call WebAfrica again and log the call as related to the previous fault. Knowing that Telkom and WebAfrica don't really work on weekends I let the issue lie till monday.
Monday evening I come back to a fully disconnected line again.
I escalate the issue and the tech on the other end see's that there's a telkomadsl account logged in, so clearly my line is up, but just not inside my premises.
Thinking that they've switched my line with the neighbour, I let them know that this is obviously what's happened. Get the techs to come around and fix their screw ups is obvious to me.
Tuesday, still a large amount of nothing. Phone again, escalate again. Promises are made with regards to a Service manager getting in touch
Wednesday, guess what? Large amount of nothing happening except it's getting warmer as even the seasons know how to do their job, but neither WebAfrica or Telkom do.
Thursday... 2 escalations because I'm getting Gatvol. First mention of a mysterious "senior" department is made and escalations to those celestial beings will be made in order to get this resolved.
I have a sudden bout of curiosity and phone my own landline. A lady answers and after assuring her I'm not selling her something useless I explain my story and convince her to call my number from her cellphone and then to call her own number.
Needless to say by now, her line is ringing but not answering and mine is happily functioning at her premises.
Armed with this new and useful information I hand it over to WebAfrica. Once again, the customer is proving more useful in solving his own issue than the service provider is.
Friday morning, first escalation to this mysterious senior class of being is made, to no avail as picking up the phone to a clearly irate customer is just to much of a challenge and would ruin his friday.
Friday afternoon, second escalation for the day. Again to the senior celestial beings because the first escalation didn't get through.
Guess what, no phone call.
Web Africa, for a communications company you are terrible at your core business.
Communicating with me.
Communications outside anywhere of your helpdesk.
You most certainly should look into these mysterious beings you seem to employ called Service Managers, Senior Support and Managers because they don't know the meaning of the word escalation or what an irate customer is.
My connectivity and may not mean much to you, but you have had a real impact on my evening entertainments. Be it monetary loss because I had just paid for 2 weeks of premium membership in world of warships, or that I have missed 4 nights of raiding with my friends online.
I've paid you for bandwidth I cannot use, I've paid Telkom for services not rendered and when the day comes that my line is restored, I will need to fight with Telkom to remove the billing items on my account where the other person has been makign calls on my line.
I realise that you are dependent on the on the incompetence of Telkom to get my issue sorted, but the buck stops with you.
By now, in your position, I would be making a manager a Telkom so miserable that the line would be sorted in a matter of hours.
So now, because your escalation chain does not work, I'll be keeping a daily report of your exploits in attempts to help me.
At this rate, I think I may even solve this issue before you do.
(*Ok, so it wasn't brief... but I think my sin is the lesser of the two)
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