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14 Feb 2006

CS is back ! ( I hope )
Dear readers,
Since Friday morning, I have had my ADSL link down, through the amazing negligence of the Telkom folks. No explanation of why it was down except that something very big broke at my relevant exchange ; they refused to guess how long it might take to fix it ( have you ever met a technician unable to estimate whether it'd take 10 minutes or 10 days ?). They refused my request to email the folks at health24 so that an announcement could be placed on this web-page, though I explained in detail what problems they were causing. They couldn't care less.
Interesting, I discovered they have apparently 2 divisions, Customer Care, and Customer Service, which they told me have nothing in common. I said I think they have something essential in common --- Customer service doesn't serve customers, and Customer Care doesn't Care about customers !
Apparently many people in my area were efected, and wo can guess why it would take them 5 days to fix it ?
One of the many nasty people I encountered said they couldn't send technicians out while it was raining ( well, of course we wouldn't want damp technicians, would we ?! ) I asked , as the problem lay entirelty within the local exchange, was it really raining inside the Exchange ?
One very nice and helpful young woman referred me to another Telkom number where, she said, they WOULD be able to send an email to H24 to explain to you readers. WHen I called there, they refused to listen to my problem or to try to help me, but were insistent that I should tell them the name of this girl so she could be reprimanded for being so helpful.
Yesterday evening, I sat on the phone twice for over 30 minutes each time, on the line that should be dealing solely with responding to people who had already reported a fault, who wanted to check on progress in solving their problem. Can you believe that Telkom ADSL had SO many people who had already reported faults, and who were checking on the lack of progress, that the queue was longer than 30 minutes ?
Only after I called our local Newspaper to report this scandal as a story, and their reported began calling Telkom again thismorning, asking their official Spokesperson for an explanation, was the problem suddenly fixed by thisafternoon, despite being left unfixed for nearly 5 days.
Anyone else planning to throw a party when the Second National Operator arrives, and we are freed from servitude to the uncaring greed of Hellkom ?
Anyhow, it's now impossible for me to read, let alone reply, to all the mesages posted since Friday. I will try to respond to today's messages, and to check through the others and respond to any that seem especially relevant and urgent. For the rest, I'm sorry --- please direct all of your complaints to Telkom, because Telkom didn't give a hoot about allowing me to get the service I have paid them for, or to allow me to try to help you.
Answer 460 views
Expert
CyberShrink
cybershrink

01 Jan 0001

Yup, it's me.
Alley-C, excellent exercise to be sceptical. I feel a bit disappointed that none of the marvellous folks at Health24 even noticed my absence ( hint ! ) as a call from them could have helped a lot. So, we're connected again, bu who knows for how long ?
I wish that such abominable organizations would sack the trainers who presumably train their "customer help-line" staff to be so totally unhelpful. Apart from the technies, they all seem to be working off a badly written script, panic if you ask a question not on the script, tend to go back to the beginning if you don't accept the twaddle they're taught to feed you with, and seem terrified to allow any customer past them to speak to anyone actually able to solve the problems they monopolistic beast has created. Its like talking to an answering machine, not a human being. The guys who get the big salaries, are carefully hidden from any contact with the customers who pay those inflated and unearned salaries.
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