Helpdesk from hell
CALLING A HELPDESK on a Sunday is always an interesting exercise. However, calling Telkom’s ADSL helpdesk is a special treat for those with masochistic tendencies.
First, you’re put into the queue from hell that – should you choose to hold on for an agent – could take longer than 30 minutes. I really don’t know exactly how long because after 30 minutes I gave up.
Telkom, to its credit, offers its customers the ability to retain their place in the queue and get a call back when it’s their turn to speak to a consultant.
The first time Telkom called back I received an automated message saying they couldn’t get hold of me and would call back during office hours – strange, considering the phone hadn’t left my side.
The second call-back from the system seemed to work better, in that I was given the option of speaking to a consultant. I was then put into another hold queue.
After 20 minutes my line went dead, as another Telkom employee was working on the line. When it came back on, my ADSL was working and I was rescued from helpdesk hell.
Luckily for me, Telkom’s technical staff seem to work on Sundays, unlike their call centre staff.
Telkom ADSL helpdesk – give your views
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