Vary poor service and support with replacements.

I have been a client of teljoy since 2004 and never have I ever received such bad service that what I received the past 5 weeks or so.

I have a maintenance agreement with them on a Sony home theatre system and TV. My home theatre system was sent for repairs as some of the components was not functioning properly. Collection was done and then the wait started. No communication no progress at all. I have contacted teljoy with regards to the repairs. they indicated that the are still looking for the parts to repair, this was already week 2. After a few calls, I was notified that they need to replace the system as the system is old and cannot be repaired (Week 3). As per the technical agent, the need to replace with the same specifications when the customer had according to policy so the yare looking for a Sony bravia home theatre system and will let me know as they need to search in there warehouses and shops. If you check the teljoy website you will see that they do not have Sony. I phoned again just to find out that nothing has been done on the replacement. So speaking to the agent, she advised that I will receive a LG home theatre system and do I approve, wanting to send me pictures of how the system looks. I have rep**** to her that their is no need to send pics as I can look on the google and that the can deliver the LG. so another 5 days go past without communication. Week 4.

Last week I phoned for the last time to get feedback on the replacement. I was told that teljoy would be sending a display unit to my house and not a new system. I was shocked and told the agent that what I understand is that replacement means new and not second hand. I have also asked numerous times to speak to management and was told that management would phone me back, I am still waiting for that call.

The display unit was delivered to my house out of box on Monday 18.02.2019, with no remotes, no warranty documents, no power cord for the DVD player and not instruction setup manual. when I spoke to the agent on Tuesday the 19.02.2019 to advice on the issues I have, I was promised feedback in the morning still waiting for the call. I phoned later again and requested feedback, I am also still waiting for feedback. I again phoned this morning 20.02.2019 asked to speak to a specific person how was working with my profile and was told by a different person that they have ordered a new remote and power cable and this takes 1 to 2 working days, so I still do not know when this will be delivered.

The general feel is that as soon as you make a noise with regards to poor service the time spent on the issues gets delayed and takes 5 weeks or more.

I still do not see why I received a display (second hand ) unit and could not be issued a new unit as per teljoy process and still receive this type of poor service and I am a paying customer.

Please can I have a resolution on the issue urgently as this is not what you would expect from a company like teljoy.