Telkom’s faulty lines
THIS is an open letter to Telkom management.
Is it too much to ask that someone in Telkom’s senior management will respond to my concern?
My experience of Telkom’s lack of communication with its countless clients who report faulty services seems to be the norm, judging by the flood of expressed frustrations on the internet and social media. Can Telkom’s management explain:
Why might it be acceptable to Telkom for customers to wait up to 90 minutes on the phone (on numerous occasions) without reaching a consultant?
Why might it be acceptable that repair teams arrive with no prior date and time appointment, with customers then having to recommence the tedious complaint processes all over again?
Why might it be considered acceptable for a Telkom store manager to clearly overhear the expressed request of a frustrated senior citizen, who has already stood in a lengthy queue, to engage with someone of seniority, to not lift himself off the chair but allow himself to be effectively blocked by the attendant staff ?
Telkom seems to have created a structure of self-protection, possibly even cover-ups, as nobody ultimately takes responsibility.
Accountability does not even seem to feature on their radar screen. Try to access names of line and regional managers, and my point will be proved.
It appears that a monthly rental can be charged with absolutely no way for the public to challenge the service that is surely meant to accompany that cost.
It would be enormously beneficial to all stakeholders for management to publicly disclose what their plans are to rectify the lassitude (and accompanied perceptions thereof) and what their current statistics are regarding installation and repair times for public scrutiny and comment. This would be an unexpected surprise and might also have the benefit of contributing toward a climate and efficiency survey, which I would hazard could reveal a picture of enormous complacency owing to being a monopoly landline provider.
I am in no doubt that I will not be the only person looking forward to an official response. Lizette Oliver Pinelands