PLEASE HOLD

Finweek English Edition - - Openers -

SOME­THING WENT WRONG

with my In­ter­net ac­cess and I had oc­ca­sion to call TelkomIn­ter­net’s sup­port desk. The one thing that’s al­ways im­por­tant to re­mem­ber about tech­ni­cal sup­port con­tact cen­tres is that you need pa­tience.

This ex­pe­ri­ence proved that point ad­e­quately.

Once I’d gone through the oblig­a­tory menu sys­tem – which for once was com­pletely in­nocu­ous, as op­posed to many oth­ers that are ac­tively an­noy­ing – I had to hold well over seven min­utes to speak to a con­sul­tant. Once I’d ex­plained my prob­lem I was put on hold for an­other minute, with no hold mu­sic or back­ground noise or even a re­as­sur­ing beep to tell me I was still con­nected. When the agent did re­turn, all I was given was an email ad­dress to send my com­plaint to.

That would nor­mally be an in­vi­ta­tion to a world of pain and suf­fer­ing but I re­ceived a com­pre­hen­sive re­ply in around 24 hours.

Though it wasn’t what I wanted to hear, the fact that it was re­solved quickly was enough to pla­cate me.

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