CellC and MTN’s data support lacking
Once again we see that some companies in the SA telecoms arena are good at talking but slow to action.
CellC
CellC ’s helpdesk was called just after 10 pm on Tuesday with a broadband related problem, the helpdesk consultant informed MyADSL that there “is nobody that can help” with data related problems.
The consultant asked that we should call again in the morning when somebody would be able to assist with the broadband related problem.
MTN
MTN was also called just after 10 pm on Wednesday, and callers were greeted by an automated voice asking for their details as a consultant will call them back.
Here the problem was quite simple: the call was terminated from MTN’s side before there was any tone and before the caller could provide any details, rendering their data helpdesk completely unavailable.
It may be that MTN did not have any data helpdesk consultants available at that time or that they feel that a call-back service may provide users with a more effective service at night, but whatever the case may be the result was that no support was at hand.
It has to be said however that MTN has excellent online support through the MyADSL forums.
Not a serious issue it seems
Both MTN and CellC were contacted to shed some light on this issue, but just like their data support yesterday it was not possible to get feedback from either of these companies.
It is not clear whether these two cellular providers see telephonic customer support as not important enough to comment on, whether their media liaison departments are simply ignoring requests for feedback or whether they are unable to provide any comment before publication deadlines.
Either way the picture painted is not pretty. There seems to be a situation in the local telecoms sphere where marketing departments blithely make promises to attract new customers but when the fat hits the fire these same companies are unable to produce the goods.
When the problem comes to light the damage control centre, commonly known as media relations or communications department, are out to tea.
In the end it all adds up to one thing, if it doesn’t make money it’s not too important. Sadly enough good customer service in South Africa is still seen as a non-essential, non-profitable branch of the business.
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