No Customer Centricity. Very Rude Reps
If there was a zero, I would give a zero rating. I have been a customer with Telkom for many years where I have taken data and cellphone contracts. I have recently moved to an area where the Telkom coverage was extremely low. I then tried to contact Telkom to understand what the coverage issue was and see if they could assist me with a different plan as I was on a contract data plan. The process was extremely frustrating as I could not get the right person to assist me with understanding the network issue in my area. The technical agent that I called was extremely rude and impatient and told me to go to a Telkom store. When I arrived at the Forest Hill Mall Telkom store in Centurion. I was met with an even more rude rep who did not let me finish talking before she walked away from me and went to another station where I proceeded to follow her. The rep was extremely impatient, gave me nasty looks and did not let me finish talking and neither was she interested in understanding my problem before she suggested her own solution that was far from assisting me with the problem. My problem was a network issue only when I am at my complex (my connection was perfect for any other area). The rep wanted me to do a sim swap (which would not work since the problem was not the sim as I had already tested my connection in a different area). Needless to say, the process was extremely draining and frustrating and I was left extremely disappointed in the way Telkom representatives handled my case. I tried with everything in me to stay calm throughout this process as frustrated as I was because I understand that me reciprocating the rudeness would not help me in any way. Telkom needs to really be more customer centric. I cannot be more calm than a representative as a customer.