Telkom “customer service” – a pragmatic approach
Ok, today I experienced that familiar “my internet connection just went down and now I have to penetrate the inner sanctum of incompetence to get it working again” feeling.
For the benefit of the no doubt thousands of others experiencing Telkom issues this and any other week of the year, here’s the approach that
- Got the immediate attention of Telkom employees able to solve my issue
- Allowed me to go from no line to line in a mere one-and-a-half hours
A bit of background:
I just moved house. The new place had ADSL, but the outbound tenant had requested a line cancellation prior to me taking the house.
To pre-empt the line being cut off, I went with said tenant to the Telkom shop to initiate a transfer of the line into my name. This seemed to have gone smoothly, with my connection and landline working fine upon arrival, but I remained sceptical, and in fact the outgoing tenant moved into their new place in Newlands, only to find that Telkom cut them off two days after their own line transfer went through.
So anyhow, last night I was online and then I wasn’t – the link light on my router went off. My first port of call was to phone my ISP (Cybersmart – a pretty reliable and clued up bunch), who promptly informed me there was no issue with them and it looked like a problem at the exchange.
This is when the feeling I mentioned in paragraph one came rushing to the fore in a tsunami of hopelessness and nausea. If Telkom cuts off an ADSL line because of a cancellation order, generally the process is to log a new line order which can take weeks, months even in my woeful experience.
Given that my business depends upon my being online, this was obviously not an acceptable outcome.
Now the first mistake nearly everybody makes when they have an issue with Telkom, is to pick up the phone. This may seem logical, given that they are a telecommunications company, but I must tell you that rule number one in my book of achieving results in this situation is Do Not Ever, Under Any Circumstances, Phone Telkom.
I went to bed and tried to sleep, bobbing on the nausea waves and trying to think of friends’ offices I could bunk at for an unknown period. Then, this morning I went directly to my nearest Telkom shop at Blue Route Mall. I was the first customer.
Upon arrival, I greeted the enquiries clerk cordially, asking as to her general health. Then I related the details and context of my basic ADSL malfunction. I then proceeded to tell her that as Telkom had effectively brought my business to a standstill, I was free to sit at her desk all day, losing a considerable hourly fee, until my line was confirmed as working again.
Of course this caught her off guard somewhat and brought on a series of protests about the Telkom shop’s scope of efficacy, ability to address faults etc. A scenario I had come prepared for. I suggested she familiarise herself with my presence at her desk and that we might share a few cups of coffee together later in the day.
Before long the gravity of my words rippled through the shop, and more senior clerks were buzzing around her desk, busily telephoning my local exchange and other places where people’s livelihoods go to be put on hold.
Suffice to say that 1.5 hours later I was back home and back online. I’m still reeling from the efficiency of it all now. One technique I didn’t think about, but that occurred to me in the shop, was to take a laptop with you and remote desktop into your machine at home. That way you get concrete confirmation that your shit is a-ok before you have to leave the enquiries desk.
Here is Telkom’s map showing all Telkom stores in South Africa.
Here is some handy equipment should you opt for this sit-in style of conflict resolution that worked for me.
Filed under: Telkom on August 8th, 2008
AHA!!
The old “I’m gonna stay right here and make your life a living hell”routine.
Niiiiice.
I still think the “Fix my shit or I’m gonna release this here rabid ferret” routine is the way to go.
But I’ll try your way next time.
LOL.
I guess the ferret is one approach. This is just an account of the method that worked for me. By the way, I’ve heard honey badgers have a predilection for testicle meat.
I’m super impressed!! I so can imagine their face when you decided to set up day camp at their shop, classic :)
In case anyone still calls Telkom after this, have you heard the new message that states that if you don’t want to spend the rest of your life holding whilst the next agent becomes available, they will call you back if you do xyz?
Can this be trusted or is it a smart way of getting rid of people who don’t really want to talk to Telkom but just hog the line?
Congrats again :)
@spo0ky thanks and nope, haven’t heard that message. Calling is never a good idea in my experience, regardless of how long I’m on hold its never gotten me anywhere.
Nice work Luke. I’m sure the good Dr Horton was relieved to have to field one less of my friend’s issues with Telkom.
I’m sure Gerard can concur with your advice to never phone Telkom. After all, temporarily losing one’s sanity and yelling “I hope you *&^%ing burn in hell you *&^%ing whore” down the phone to a (probably deserving) call centre agent is rather embarrassing. And it was only by chance that she didn’t actually follow through on her threats to press charges.
@Dylan, yes, that episode with Gerard was another mental note for me to never engage Telkom employees on such familiar turf. Better to sit opposite them at the front end of a long queue.
Hehehe, when I first got DSL I opted for the self install and was stuck for two days without internet because none of the reps, techs or agents bothered to mention that you have to activate over at the telkom.co.za site and not the telkomsa.net
“inner sanctum of incompetence” indeed.
Hi,I would like to know about service from telkom,apparently there is aservice for pensioners,all calls are free from a certain time in the evening,could you please give more info,
Thank You
Hi Leon, I’m afraid I really don’t know anything about telkom customer service, having never been on the receiving end of any.
I applied for an ADSL line in December 2008. Within two weeks the poles were erected, and I could see the actual telkom line right outside my window. Sadly, after 8 months, at 14 July 2009, I have no internet connection. I am trying to run a small business and some form of internet would help. However, nothing after 8 months of waiting. The 3G is not working in my area and neither does Neotel. So, here I am in dark Africa, cut off from the rest of the world. What must I do to connect to the internet, emigrate?
Please forward me cancellation forms ASAP for the cancelation of telkom telephone lines 021 9760205 and 021 9751196
COMPLIMENTS OF THE NEW YEAR !
There is a shop near the Randburg Square Mall which is selling the BAFANA BAFANA public phone cards for R28 INSTEAD OF THE printed amount of R25 .The shop is robbing people
Please HELP .The mini supermarket shop is on the left as you get into the Randburg LABOUR GOVERNMENT OFFICES (OAK AVENUE ) IN RANDBURG NEAR THE RANDBURG SQUARE MALL (GAUTENG )
visited your branch at midlands mall pmburg. Service pethetic. Wanted a note book your company has on promotion, visited the store over 4 times. I was not contacted at all on the progress or delay, really frustrated as on my fifth visit, i was told there is a display unit which was there the entire week and i was more than happy to take it. Problem is customer visited the day before and it was booked. Nonhlanhla the manager showed no concern in sorting out the issue, she was informed from monday the 1st that i was looking for a pc, further more when we chatted telephonically on saturday the 6th, i explained how unhappy i was and she showed no concern, i also told her to cancell my telkom account and she didnt even try to save me as a client. Please/revert asap 0836550870 regards shikar
SICK TELKOM!! AND I STILL USE THEM.
I WENT OIUT TO BUY THE ADVERTISED MODEM FOR R581 AT FOURWAYS BRANCH..THEY HAD NO STOCK AND SENT ME TO CRESTA,,THEY TOOOO HAD NO STOCK!!! THEY SENT ME TO RANDBURG…WAITED IN THE LINE AGAIN!!! AND THEN BOUGHT THE MODEM..AFTER ABOUT 3HRS! THEN OPENED THE BOX AND FOUND NO MODEM!! IMMEDIATELY WENT BACK AND ASKED FOR MY MONEY BACK.. THE LADY SAID OK..AND DID A “POST VOID”
TODAY THE REFUND IS STILL NOT BACK IN MY ACCOUNT??? AS FROM THE 8TH FEB? WHO DO I PHONE? WASTED TIME,MONEY,INCONVENIENCE? WHO WILL PAY ME BACK?NOWI HAVE PAID MORE FOR A VODAPHONE MODEM ALL BECOS OF THEIR STUPIDITY.I WANT MY MONEY BACK AND I HAVE TO USE MY CELLPHONE TO CALL????
DEAR SIR/MADAM,
I REPORTED MY LANDLINE FAULTY ON 21/2/2010 AS PER YOUR REF NO. 192CNZ210210 AND I HAVE PHONED 4 TIMES SINCE THEN AND I AM TOLD THEY WILL PUT ME IN FRONT OF THE QUEUE OR THEY ARE WORKING ON IT. MY LANDLINE NO IS 031-7653113.
IF I DO NOT PHONE I HEAR NOTHING. PLEASE CAN SOMEONE TELL ME WHAT IS GOING ON. IT HAS BEEN OVER 2 WEEKS NOW.
COME ON TELKOM GET YOUR ACT TOGETHER. PLEASE COME BACK TO ME VIA E MAIL OR CELL. 0834615058.
READ ABOVE COMPLAINT
Good day
According to my mother Diana Fisher resident at 42 Banjo street. Steenberg, her neighbour’s telephone line has been fixed in last week and since then she had no access to her Wire Telephone line. A speedy response on this will be appreciated please. She is a Pensioner and not in good health, therefore the line is desperately needed, in case of emergency. I thank you in advance.
How do l go about closing down my business line
Howzit
1.) “The Aircon’s were never switched off, so our servers burnt out!”
2.) “Please relax we are working on the problem [2 weeks]
3.) Telkom has NO customer service
- yes you can log a call or speak to a voice that can only log calls and can’t reason.
Telkom a note:
Big corporates have desks for customer service only that
deals with customers complaints, sometimes they are so bold as to leave a phone number (imagine that) where you can speak to a manager (NO!)
I moved from Humewood to Summerstrand,Port Elizabeth on 30 August 2010.On Friday 3 September,Telkom very efficiently installed my new landline.
However,in this short period of time,my phone is now out of order for the 5th time!
Yesterday it came right,and today I have the same problem,as if the line is open.No incoming or dialling tone.
I have the following fault report No.88CEK201010.
My telephone worked perfectly for a while and I have just received an sms to say this No is not part of the Telkom No range!PLEASE RECTIFY THIS ASAP!!!If need be,give me another telephone number.This is totally UNACCEPTABLE!I have had a Telkom telephone for over 35 years and this has never happened!
Your assistance would be very much appreciated.
Many thanks
ME BABRICH
Hi I have a prepaid phone at home which is actualy my business line(when I ran it from home). I need to have this line transfered from my home to my warehouse(because I have moved the business), And have it taken off prepaid and have another prepaid line installed at my home. I also am in need of a fax line and internet at my warehouse. Some assistance would be highly appreciated as I need this done asap.
Good luck Reshmee. Unfortunately I cannot help you as I am not an employee of Telkom. This is my personal blog. My post above explains the approach that worked for me when I needed urgent action from Telkom.
Tomorrow I am going to the Benoni Telkom Center at the Lakeside mall and I am going to smash their bloody equipment so they know what it feels like to have stuff that does not work. I shall have my daughter on standby who is an attorney to bail me out and then I am going to sue f*ckin Telkom for all the business I have lost because my phone has been o.o.o. for weeks now. Goodnight.
The business and fax line was off due to the bad weather last week. Telkom came out and fixed it but a day later it was not working again. I have reported this matter three times again but to no avail. I get reference numbers but I get no response. I am running a business here and I need my Phone.If Telkom does not respond what must I do? I am paying for a service here which I do not get. It is pathetic
I REPORTED MY LANDLINE FAULTY ON 30/12/2010 AS PER YOUR REF NO. 1192CRZ301210. MY LANDLINE NO IS 011 7644339.
IT HAS BEEN OVER 10 WEEKS NOW.
COME ON TELKOM. PLEASE COME BACK TO ME VIA E MAIL OR CELL. 0823778724
Please would you transfer my pre-paid landline number 0118605032. From 17 Mgadi Section Katlehong to number 684 Ramukunupi West Katlehong 1432.
Hello David, I cannot transfer your Telkom line as I am a web developer by trade and not a Telkom engineer. Best of luck with the process though, I hope you have more success than I did and do not find you have to travel to the nearest Telkom store bearing a packed lunch and a look of grim determination.
Ihave endless problems with my adsl line every tecnition have a divernt story the last one said the telkom modem is faulty,I replaced it still the same problem I think telkom must get competent people to do the job THEY MUT WAKE UP.
How do I go about transferring my ADSL to a new telephone number and cancelling my ADSL on my current number
Many thanks
Im Moving my business to a another place.
I want to keep my number and still be under telkom.
Compliments to a job well done to technician Andre Enslin who sorted out our numerous problems over 2 months period in 15 minutes that the other technicians could for the life of them not figure out how to do their job.
i do not want telkom line,i am sick and tired of poor service
kindly e-mail cancellation forms
I have been experiencing problems logging onto the internet for the past 3 weeks. I was unable to receive any help over the past week from TELKOM technicians…they simply keep me on hold on the telephone. Am I to continue paying for a service that’s not available to me???
For more information I may be contacted @ 0828268949
I’ve never seen so many prayers in a wrong place.
Complaining on this site http://www.hellopeter.com instead!
Good luck
I’ll right away take hold of your rss feed as I can’t find your e-mail subscription link or e-newsletter service. Do you’ve any? Kindly permit me know in order that I may just subscribe. Thanks.
Hello there, I found your web site by way of Google while searching for a comparable subject, your web site came up, it looks good. I’ve added to favourites|added to bookmarks.
Dear Senior Telkom Director.
We had a problem with our business ADSL line and Fax not working. It technicians identified it as a Telkom line problem. We initially got through to 10212 but cut off before we could talk to a technician. I went personally to the Overport Telkom and reported the matter. The one senior coloured lady was extremely rude and later called our office also being very rude as we have 3 lines and we do not know which line is linked to the ADSL and Fax machine. She slammed the phone on me when I said we are not technicians, so how would I know. I went again to the Overport Telkom as our lines were NOT repaired for more than fourteen days and she was extremely rude and began swearing me in the presence of customers. I reminded her that I was a customer and shocked by her rudeness. She swore me again and I was literally shaking with embarrassment. How can Telkom employ such rude, arrogant people to serve customers. She MUST be reprimanded or else I will take this up with the media and expose. Our telephone number is 031-2088150. I would like some-one senior to call me please. This is unacceptable service and I am also considering charging for her crimen injuria and citing Telkom as second respondent. Please call me as I feel very aggrieved and embarassed as I am a Director of three Companies and was insulted in the presence of other customers.
Ashwin Singh
e-mail: singh.ashwin778@gmail.com
Acc no 115825010001 verander die naam na NICO VAN DYK T/A LEGENDS RESTAURANT DIENS VERWYSINGS
NO 0287133029 .die besigheid het van eienaar verander.
LAAT ASB WEET OF DIE VERANDERING GEDOEN IS DANKIE MEV VAN ZYL
On the 29th of January due to a storm my Telkom Service went wrong. On the 30th ( monday ) we registered a complain 1314crk300112 . As I am a pesioner my internet connection is very important. On thursday I climbed on a ladder and checked my Telkom connection to my house and found out that It was broken . I cleaned the cables and left them loose.
On friday morning I found a technician in Boksburg CBD and
I asked him as a favour to come and check my line.Later in the afternoon he kindly came for few minutes and reconnected the broken wires and told me that there was a problem with the line. On the 22nd of February three Telkom vans arrived and quickly checked in the house and told me that fault was restored ( cable theft ). When I checked my phone in my entrance hall I found that it was dead. Quickly I went to my gate where to vans were there. I told the supervisor a very pleasant gentleman who promised to send the technicial later to check. As by friday no technician appeared I climbed on my ladder and found that the wires were wrongly connected and tempoarily I made a bridge so that now I have both my Telephones and internet working. Unfortunately my work still needs a professional connection to last I expect Telkom to honour the promise and come and check and due the JOB.( Please note In 1967 I was a senior Technician /Engineer in Scientific / Industrial Equipment and a Specialist in Repairs of Instrumentation. Now at 75 I did a temporary Job and expect Telkom to DO A GOOD JOB. OTHER WISE I HAVE TO CLIMB UP THE LADDER ( AT MY AGE ) AND DO A PERMANENT JOB USING CONNCTORS ( I HAVE TO GO AND BUY ).
HOPING FOR THE BEST . THANKS
I made an application in the last two weeks but have not heared a word from Telkom. what frustrate me is that I have opened a bussiness and promised clients IT WONT TAKE LONG. I am still waiting with not even correspondence.
ID 6909140334083.
I am appalled at the service received from TELKOM. I have been out of the country since the 24 March and returned on the 9 April 2012 only to discover that my telephone line was not working. This was reported on the afternoon of the 10 April 2012. To date the matter has been unresolved. I enquired for feedback today from your call centre and was tld that the turn around time was approx 3 days. Today is day 3 and the consultant could not gaurentee that the issue would be resolved. Of course I am upset to say the least. When I indicated my concerns the consultant laughed and placed the telephone down in my ear. I am disgusted to say the least. I am eligible to pay rental on a line that I do not have access to. in terms of the CPA you are failing your customer largely.