Misleading 3rd Party Warranty Services with Telkom and 3rd Party Provider.

Dear Platinum Customer Care,

Please find a copy of Telkom complaint, involving your company directly.

Reference Twitter tagline"Misleading 3rd Party Warranty Services with Telkom and 3rd Party Provider. "

Dear Telkom,

Thank you for your time in advance, as a regular Telkom Customer it’s greatly appreciated.

Over a year and a half ago, I purchased a Hawauei router with a 2 GB plan, (065) ********** ) and Lenovo ThinkPad computer, from the Telkom Rosebank store. I was directed to a 3rd party provider for use of the extended products warranty. The computer’s hard drive has had a fatal crash and the motherboard is not functioning; this was diagnosed by a licensed technician. I then contacted the Telkom Call Centre (TCC) to inquire about warranty options, as I’m still paying on the contract. I was advised by the TCC to take the device to the Telkom store, which I did.

After numerous attempts to find a solution with Telkom, I have to come to the conclusion that canceling the remaining data and account for my Lenovo IdeaPad is my only option. This is due to a breach of contract by Platinum Customer Care [PCC}.

I was promised an extended hardware warranty by both the Telkom Call Center [TCC] and PCC past the two-year mark. Based on this premise and my own understanding, I allowed my device to be picked up for service by PCC. Lungi from PCC specifically said that my extended warranty rights were not good because the device was "tampered with."

On April 23, I called TCC, in order to provide feedback to a Ms. Lungi Cele who assisted me in contacting PCC; she was very professional and attentive. The issue is that the supervisor, Ms. Busisiwe Sibamba at TMCC Johannesburg Office refused to accept my call through a service agent. Miss Sibamba said through the agent that Telkom was only responsible for the software. When I said it was my right to speak with a supervisor, the agent went back only to tell me that Miss Sibamba had left for the day. I had been on the phone for about 40 minutes at that point. Her comment about the software was not coherent because the software was never bought at Telkom nor was it suggested as an issue, so she missed the point here entirely.

The problem is that I have a conflicting assessment, and I am unable to get my device back without paying an excessive transportation fee and do not have a working computer (see extended correspondence below). This acknowledgment in the email is written proof that there was an impression given of a "warranty promise" from not only PCC but Telkom Mobile Customer Care (TMCC), only to have been told AFTER my laptop reached them that the warranty is void as a result. On April 25th, I spoke with Julia from TCC who not only loaded up data time but assisted with this inquiry.

My right to choose service providers was negated because the service contract and my rights were (and are currently) not being upheld, and my right under the South African Consumer Protection Rights Act is grounds for cancelation or mediation with a qualified ombudsman.

In light of this, I would like to cancel the remaining three months on the contract. It would be fair if this was app**** retroactively to the date I first called the Call Center re: this Lenovo. Secondly, I would like the device repaired or swapped out under the warranty. I am also, therefore, notifying Telkom that payment on the device’s contract is ceasing this month, with no payments going forward.

If we are unable to reach a compromise here, I will not take the upgrade to a Mac Book Pro and I will not renew any current Telkom contracts or purchase additional Telkom products. This is extremely unfortunate as I only have some two months left on the data/device contract. It will be a shame to end this business relationship, but it seems that I have no other options.

I am appalled at this unprofessional service especially as I am a long-standing Telkom customer.

Sincerely,

G.R. Goode