Telkom
Very slow fault repair and no status feedback

This complaint is with regards to a friend's faulty telephone line.
She is elderly and a telephone is very important to her. Since the call charges to Telkom from her cellular phone would be enormous, I have taken it upon myself to help her by calling from my Telkom line.

She reported the faulty telephone line by sms on Friday 29 November 2013, and received a reference number right away. Since it was then weekend she did not expect much response, but when there was no communication from Telkom by Monday 2 nd Dec, we decided to call.

Had to hold on for 30 minutes before I my call was answered, with no option available to just follow up on a fault already reported. Apparently the fault had not even been passed on to a technician at that time, but the consultant said that it would be done immediately.

Again there was no feedback from Telkom, called again today (Wednesday 4 Dec). Took 40 min for a consultant to take my call. Fault had now reportedly been forwarded to a technician.

In short: Faults should not take this long to repair, call centre is totally inefficient, and feedback non existent.
Surely customers deserve better.

Company: Telkom
Country: South Africa
City: Gauteng

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