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Telkom ADSL customers suffer2008-04-01 Telkom admits that their support is deteriorating, causing their ADSL subscribers to suffer. A long standing complaint about Telkom from their ADSL subscribers is poor support. Telkom customers are often left in the dark as to when their fault will be fixed and many times have to suffer through prolonged periods of downtime. The situation is further aggravated by an understaffed and sometimes incompetent helpdesk which turns the whole experience sour. Telkom subscribers suffering MyBroadband has received numerous complaints of poor service and support from Telkom ADSL subscribers. The general feedback is that their experience with Telkom’s helpdesk is distasteful. “We need help! The ADSL support is getting worse and worse. I just had one of my technicians holding on the line for ADSL helpdesk for 3 hours and 15 minutes and then the call was cut off,” said one disgruntled Telkom ADSL customer. “We need help to raise this at a senior level with Telkom. It is becoming increasingly difficult to try and get any support from Telkom on ADSL. We have had several incidents over the past week or so where the 0800 375 375 line was engaged for long periods.” Another customer reported a similar experience: “Tried to call Telkom on 0800 375 375. Was on hold for 3hrs 37min on first try. Second try still holding over 3hrs.” Even some larger ISPs are complaining about the inferior ADSL service levels and support, saying that the high number of ADSL faults and Telkom’s lackluster performance in the fault resolution department is clogging their helpdesks and creating frustrated customers – who then often blame them for Telkom’s poor performance. Telkom admits poor service Telkom has admitted that their service levels are not where they should be. "Our service levels are definitely not were they ought to be and have been deteriorating,” said Telkom's managing executive for customer service, Motlatsi Nzeku. Nzeku also admitted that their call centre response times are ‘unacceptable’. According to Telkom the poor service is partly due to the impact of cable theft, but they have put measures in place to address these issues. Nzeko further said that the company is looking at various strategies to improve the company’s support, but improved customer service and support has been a priority for the past three years without much success. Source: My Broadband |
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