Insurance Claim Incompetence

The Telkom service is very very Poor! I booked my iPhone 7plus 32G in for a cracked screen and the took a month to send me the excess fee amount that I have to pay, after paying the excess fee I had to wait for another month to receive my phone and when the phone came it was unrecognised the body was changed with an old unoriginal body that was glued, the speaker was no longer working properly and the phone was freezing. Note that I only used the phone for 6 months when I booked it in it was still brand new and the only problem was the crack now I have paying for 10 months for something that I have not been using. I kept on sending the phone the phone back because they don't want to replace it with a new phone because the damaged my phone.

By the Insurance Contract binding if the phone is sent back for more than 3 times it should be replaced.

I will not accept a damaged phone.