MyEskom Customer

One battles log in, either a technical error try again later or a token authentication error, or the app kicks you out back to the login page. The white writing on the light blue login page is shocking and one can’t see. The app is not user friendly and has definitely not been designed by a software app engineer with end user focus

This app is dysfunctional, slow and ineffective and reflects the general service levels and response to queries I have made in the past. The speed at which the app retrieves account information is indicative of the competency of the program developers...perhaps outsourcing this to a developer that is experienced and capable rather than meeting superfluous checkbox requirements would be in the interests of servicing the Eskom Client base. The current competency of the company is reflected in the simple act of capturing a clients email address incorrectly and forcing a multitude of calls, emails and requests for correction that are simply ignored! Eskom you should be ASHAMED!!!

The good The app works occasionally and does provide the sort of options required One does receive a reference number when reporting a fault One does receive updates usually one per day The bad Uptime on the app is poor. When broken one cannot login The computer generated updates (or does some ‘person’ select update msgs at random?) are less than helpful. They include call volume overload, staff overload, the fault is technically complex, the fault will be attended to soon etc. Seems to be in no particular order and never is there an estimated time to resolve Last but one time I reported a phase down. It took 5 days for a technician to switch it back on again. Technically challenging? No. They use a long pole with a hook. A 2 minute job excluding travel time. The last reported fault was 6 days ago. Again a phase down. Again meaningless daily messages. Still not fixed. Under the above circumstances it would have been good to use the app - but cannot logon. Happy Christmas Eskom