Telkom Media, Telkom and Neotel
Telkom Media this week asked the Independent Communications Authority of SA to grant 20-year licences to new pay television players in order to give them time to put their stamp on the market.
While this may make economic sense, one hopes Telkom Media will put more emphasis on the quality and accessibility of its service to keep customers satisfied.
To achieve this, Telkom Media must divorce itself from Telkom, the hapless telephone and broadband operator, which seems to think customer service is equivalent to taking 24 hours to assemble the complex components of a bun when a burger is ordered.
Telkom has a dedicated number for consumers to report faults. If the line is not engaged it rings forever. When I tried reporting a fault this week, I held on for 10 minutes and then 12 minutes, but nobody answered the damn phone. Chatting to several people, I'm not the only who thinks Telkom's service stinks.
Not answering fault calls suggests it either does not care about consumers or is swamped by complaints. It speaks volumes about the quality of service delivered.
One can hardly wait for new telephone entrant Neotel to end the hopeless Telkom monopoly, and hope it does better, in the same way that Telkom Media wants to end the 20-year MultiChoice stranglehold on the pay television sector.
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