I called Telkom last week Friday to request the cancellation of my ADSL data bundle and to inform them that I will be migrating my line to Afrihost.
On my first call, I was disconnected after being on hold for 30mins. I eventually managed to speak to someone after being on hold for 30mins again. This person took down my details and advised that she cannot action this (not sure why - I selected the option to change/cancel account) and someone else will call me in the next 48/72 hrs.
This past Tuesday I call back, as I didn't receive a call, and was advised that this is in progress and someone will call me. Well surprise surprise no call yet.
My questions:
1. What call center are you running, if a 30 min hold time is acceptable
2. Have an option on your IVR to route to cancellations/changes but not have staff who can actually action this
3. Have an SLA that is quoted and not follow through
4. Not have a proper email service where these requests can be sent to.
Clearly Telkom does not care about the service that is given... just makes my move to Afrihost more justified.
Ref: TOC12970
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