A complaint about bad service received and a request for a better ending.

Good day

I am writing this review as a very disappointed Telkom customer. I bought 2 (dual deal) Samsung phones through contract from this provider in November 2024 which are still under warranty. I started experiencing an issue / problem with 1 handset (device) which is not charging to full capacity. I took it back to the provider where it was purchased from to ask the company’s technicians to check what the issue / problem might be and report back to me. I was assisted by the Telkom consultant by the name of Evidence Mankwe at Telkom Groblersdal branch. She communicated with the store manager telephonically confirming what process should be followed when returning devices (handsets) but while still on the line I asked to speak to her but I was denied that opportunity. The reason I wanted to speak to her was to clarify how my query is going to be handled. She declined to give me her name and surname. My phone was collected on 25/01/2025 without completing any document(s). The 1st communication I received from that consultant was on the 05th of February 2025 (10 days later) whereby she requested me to send her my ID card copy and the phone boxes barcode which she failed to request while I was there as I had them. Then I realized and started doubting if my query was going to be handled in an appropriate manner. Then yesterday (11/02/2025), I received another whats app communication which was informing me that the repair company is going to SMS me with details and that will include the repair fee. I could not understand why she was not informing me what the issue (problem) was with the phone but instead she is already confirming the repair fee to me. I was very furious about this type of information and I then responded that I am not happy with the service I am receiving there and I won’t pay a fee which I did not give concern for. Then the very same manager, who I have been struggling to reach but failed, contacted me also through whatsapp accusing me that I have used a different charger (not the recommended Samsung brand one) on the phone. I am not sure how she came to such an assumption as my phone has been charged with my wife’s one at the same place by the same charger but hers is still charging fine and only mine is not. I then felt disrespected because of that assumption and that she does not want to take responsibility on this matter. She is actually bullying me to take the risk whereas she does not want to. My question is how will I ever know if this is a result of factory defect?.

Imagine from 25/01/2025 to-date I did not receive any call from anybody (not even the so called Technicians) informing me what the issue is/was with the phone but the Telkom consultant has already confirmed to me that there will be a repair fee charged.

According to my understanding:

I was supposed to be informed what is/was wrong with the phone. Be informed that the problem / issue is actually fixable/repairable but with a fee and confirm the figure(cost). Remember this is a less than 2 months of purchase (phones are still under warranty). What was repaired on the new phone? Then I am supposed to agree with any repair. Instead they repair and inform after. What will happen if I do not have money for that said repair? That’s not acceptable.

Please help me to resolve this matter amicably or refer to the appropriate department's attention as I still have other businesses with your company.

Your assistance and intervention on this matter will be greatly appreciated.

Kind regards

Freddy Modipa

Telkom customer

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