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My recent and ongoing experience with Telkom is a sign of how this country is slowly falling apart.
After returning from holiday on 16 January 2016 I found my voice and ADSL line completely dead due to weather damage. I went into a Telkom branch to report the fault and got my reference number.
On Wednesday 20 January 2016 the fault was esculated and on Thursday 21 January I received a sms saying the fault is in hand with the technical repairs division.
When I phoned the call centre on Friday 22 January they said a technician has been assigned and dispatched. After receiving no communication over the weekend I phoned in again on Monday to get a progress report. I was told that the fault is now with the cables department and a new technician has been assigned and the fault should be resolved by Wednesday 27 January.
On Tuesday the cable technician refered the fault back to the repairs division and on Wednesday 27 January it was again sent to the cables department with yet another technician assigned to the fault.
On Wednesday 27 January when speaking to an agent I was told that there is a deadline for this fault and the deadline cannot be moved. He made me understand the fault will be resolved on this deadline day which was Thursday 28 January.
Deadline day
On the morning of the deadline day I phoned in again and informed the agent I spoke to that I am recording the call from my side. We went through the whole procedure again of reference numbers, when technicians have been assigned, what is happening and even looking at the esculation to confirm the deadline date. I was informed that nothing has changed regarding the deadline for the fault and that the technician assigned to my fault will call me at 12pm regarding the fault.
Needless to say today is Friday 29 January. I never received a call from the technician, team leaders and managers in the call centre tried phoning the assigned technician but he never answered.
I've complained on hellopeter, got the wrong reference first of all, was told they are sorry for the inconvenience caused, which they say on all reports I read through, and asked for my details so that they can investigate. I sent them my details and they replied saying a technician has been assigned. After replying to them I never received feedback again.
I went to Telkoms' facebook and twitter pages and they always reply with a technician has been assigned. I've asked for contact details of a service delivery or area manager but no one has been willing to provide me with the information as yet.
I've called Telkom at 9am this morning and a technician is in my area working on the boxes feeding the area and he will call me when he is done, this is according to the call centre team leader in PE.
So far I have not been able to get a straight answer for my questions, why is there a deadline and why has it been missed? When exactly will my fault be resolved and what is taking so long?
It is day 13 now and I've heard nothing butt lies, apologies and excuses from Telkom. They refuse to provide you with details of managers and quite frankly I don't think they care about their customers at all.
Telkom
Costing you time, costing you money, screwing you first
This is a quote that Ive seen on the internet and it is quite fitting in my situation and I am 100% sure that many others feel the same way.
