Telkom says virus, wrong address caused delays

Lockdown regulations and a wrong address are the reasons Telkom has given for a backlog in telephone installations and other service delivery issues reported on in last week's edition of the Mossel Bay Advertiser.

Customers complained last week about poor service from the Telkom shop in the Langeberg Mall.

Andi Wood told the Advertiser about a two-month delay in having a telephone line installed for his 92-year-old mother and how he was not having any success with his enquiries at Telkom's Langeberg Mall shop. Wood also supplied the Advertiser with photographs of geriatrics waiting in line and commented that these customers were treated in a rude manner by Telkom staff.

Last week, the Advertiser approached Telkom for comment. Although, receipt of the enquiry was acknowledged, no comment was received at the time of going to press. Mooketsi Mocumi, executive: group communication at Telkom on Tuesday this week replied to a follow-up email, stating: "We were investigating the matter."

In his response, it is also stated that during lockdown level 3, many of the Telkom stores are only operating with a 75% staff complement.

Staff were working in shifts, to maintain social distancing protocols. "The safety of our customers and employees is our first priority, therefore, we are only able to accommodate those customers who require fingerprints to be taken and those who are signing contracts, to wait for an agent in-store. All other customers are assisted in-queue, by a controller, floor manager and an assistant."

Telkom stated that, in reference to Wood's particular complaint: "Regarding the customer-specific enquiry, through our investigation, we found out the address provided by the customer for the installation was incorrect. Due to this, technicians could not complete the installation and the process was halted.

"We have since contacted the customer, cancelled the old order, created a new one, with the correct information and expedited it to our IT department. The customer has also been notified of the progress."

Wood on Monday informed the Advertiser that the installation he ordered, was completed on Wednesday, 24 June, the day after he spoke to the Advertiser.