Sign up with GoogleI am normally one of the ones complaining on this forum because of bad service. Well today I am pleased with the service I received from Telkom over the last week, so I decided to post on that, just for a bit of balance.
My house is a bit far from the exchange (about 8km) which means I have a bit of a noisy line. Over the years I have gotten used to resetting the modem and the port when the line goes down. So last week I had to do that again.
Normally I would have to call Telkom and hold on for 20-30 mins to be helped, however this time a technician picked up immediately. We reset the port and all seems fine. However here things change a bit...
The technician asks me if I would like to log a call to have somebody come and have a look at why this keeps on happening. She also suggests that we check if there is not maybe a different exchange closer to my house. So I agree to log the call.
The next day, the dispatch manager at Telkom calls, but on the landline, so I cant take the call as I am not home. They leave a message. The day after the first they call the landline a second time and then they call me on my cellphone. (Notice they have now called me 3 times to get hold of me.) They ask for further detail and promise the technician will get in touch.
The next day (Friday afternoon 4pm) the technician calls. I explain to him the situation and he confirms that there is no closer exchange then the one I am currently on. However he would like to come and check out my installation, so we agree that he will come visit on Saturday. He arrives on Saturday and we test a few things. Unfortunately nothing can be done. He advises that we downgrade to 2mb since that is what the infrastructure can handle and the connection would then be more stable. (I am currently trying this out.)
Note that nothing was actually fixed, in fact I agreed to a temporary downgrade. However I am a much happier customer than what I was two weeks ago. It started with a support call promptly answered and then follow-up by the dispatch and support team. I was treated with consideration and respect by all the staff involved and for that I am happy.
Job well done! Keep it up.
PS: I also now know that they are busy with fibre installation in my neighbourhood, so I may be up to 20mb soon.
My house is a bit far from the exchange (about 8km) which means I have a bit of a noisy line. Over the years I have gotten used to resetting the modem and the port when the line goes down. So last week I had to do that again.
Normally I would have to call Telkom and hold on for 20-30 mins to be helped, however this time a technician picked up immediately. We reset the port and all seems fine. However here things change a bit...
The technician asks me if I would like to log a call to have somebody come and have a look at why this keeps on happening. She also suggests that we check if there is not maybe a different exchange closer to my house. So I agree to log the call.
The next day, the dispatch manager at Telkom calls, but on the landline, so I cant take the call as I am not home. They leave a message. The day after the first they call the landline a second time and then they call me on my cellphone. (Notice they have now called me 3 times to get hold of me.) They ask for further detail and promise the technician will get in touch.
The next day (Friday afternoon 4pm) the technician calls. I explain to him the situation and he confirms that there is no closer exchange then the one I am currently on. However he would like to come and check out my installation, so we agree that he will come visit on Saturday. He arrives on Saturday and we test a few things. Unfortunately nothing can be done. He advises that we downgrade to 2mb since that is what the infrastructure can handle and the connection would then be more stable. (I am currently trying this out.)
Note that nothing was actually fixed, in fact I agreed to a temporary downgrade. However I am a much happier customer than what I was two weeks ago. It started with a support call promptly answered and then follow-up by the dispatch and support team. I was treated with consideration and respect by all the staff involved and for that I am happy.
Job well done! Keep it up.
PS: I also now know that they are busy with fibre installation in my neighbourhood, so I may be up to 20mb soon.
