Wednesday I experienced speed issues connecting to my work VPN. Our technical team advised that I need to get Telkom to reset the line or the port, or something. I contacted the helpline, and was told to switch off my modem. After a few minutes I was told to switch it back on, and found that my internet access was gone. After a bit of checking, the agent advised that she would be logging a call, and I got an SMS confirmation saying they will do it ASAP.
Thursday I contacted the helpdesk to get an indication of how long ASAP is. I use this connection daily to do my work, and need to know what alternative arrangement to make. The agent could not help me, and said that he would get the technical department to contact me with an approximate resolution.
A short while later I got an SMS stating: "Your fault is in hand with our technical department". This is as descriptive as ASAP.
To date (2013/10/10 14:33) I have had no feedback.
Is this the way you deal with customer issues? If so, I would strongly consider finding another provider.
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