Hellopeter
Share Your Experience
nS
nash S

1 reviews | Active since Nov 2017

02 Nov 2017, 14:32

All I want to do is an upgrade

Good day

I am flabbergasted by the way my wife and I were treated by Ithu, employed at Telkom Mobile Mall of Africa.

My wife received an email from Telkom Mobile stating that she is due for an upgrade on her unlimited lite contract. It stated that unlimited late has been discontinued and we should visit a Telkom Mobile store for further enquiries.

We then made our way to Telkom Mobile at The Mall of Africa where we waited in quite a long que to be atended by 1 of the 2 service consultants on duty. We were greeted by Ithu whom we explained our query to. He advised that we pick a phone from the pamphlet and he will price it for us. We did so and he was getting quite annoyed by us as he kept looking away while waiting for his pc to load apparently.

While his PC was loading, I decided to go on the telkom mobile site on my mobile. I showed him a deal for New Clients and asked if we could get that deal as an upgrade for the same price. He then states that Telkom Mobile site and his store are different "Franchises" and he cannot work with anything from the site. I found that hard to believe as I take them as being part of the same group being Telkom.

He said that we can get the deal through him but it will cost more as this is the store. I reminded him that it is an upgrade and he then gives us a cancelation form and asks us to cancel the contract, ignore the upgrade and take out a new contract.

I believe that this is just sheer incompetence and laziness on his behalf and I always had excellent assistance at Telkom Mobile Gateway,KZN and never had an experience like this before. I always promoted the Telkom network to family and friends even when they were negative about it but I will have to speak to them all again regarding the lack of service that is starting to show.

The wife is now on her last month of her contract and we are not sure of what to do. Please could Telkom Mobile kindly assist in this recurring SALE as I would like to carry on our business with Telkom Mobile even though I have heard a horid experience at Telkom Mobile Mall of Africa .

0
Replies (3)
nS
nash S's update15 Nov 2017, 15:42
Reviewer Update
Good day Today is the 15th of November 2017 and my wife or myself have not being contacted at all. Mr Igsaan has said that he/she will get the team to look into it? Are they still looking ? Please see update below from the wife and please advise on who I may speak to to assist as this is going on for too long. Dearest Telkom, It is with great regret that I have to be one of those customers that complain and not compliment........ Here's my story......... I was sent an email reminding me to upgrade to one of Telkoms fantastic mobile packages, so I did go into a branch on the 7 October 2017 @ 14:00p.m My husband and I went online and found a package we were happy with Telkom free me 20GB with a Sony experia XA1 ultra @ R649. The consultant told me he cannot offer me that deal as he was a franchise store. He told me to cancel my contract and reapply which doesn't make sense. Then he said call the call centre which we did. Oh my word.....useless is not the word. They couldn't help me. Eventually I spoke to Thembesilie Vilakazi who told me they did not receive the phone and cannot offer me the deal as they will not be receiving the device. I spoke to the team leader and she told me the deal was not an "exclusive deal" so I could get it at any telkom store. I happened to be at EAST RAND MALL so I went to the store (which happened to also be a franchise) but amazingly the staff were really good that they found the deal at the price I wanted and they had stock of the phone I wanted. PROBLEM WAS THE LADY TOLD ME THE DEAL ENDED YESTERDAY (19 Oct) I had went in on the 20th October because I've been kicked around like a soccer ball. Had they initially assisted me at MALL OF AFRICA, or even the call centre assist me by giving me the deal and ask to wait for stock of the device, I would have been happy, that didn't happen. The manager at EAST RAND MALL (Brenda) DOES HAVE the DEVICE I WANT, I want the deal I saw online so please respond A.S.A.P as I need to upgrade or else it's easy enough to cancel and get another contract else where. HUGE CORPORATE. OVER PROMISE AND UNDER DELIVER WITH S*** SERVICE AND CALL CENTRES CONSULTANTS ARE NOT TRAINED PROPERLY.. I EXPECT AN ANSWER ASAP. MY HUSBAND HAS ALSO COMPLAINED ON HELLO PETER BUT A VERY MILD AND REPLY OF NO URGENCY WAS SENT. ****ED OFF AND FRUSTRATED CUSTOMER.
nS
nash S's update08 Feb 2018, 10:59
Reviewer Update
Dear Telkom Your sales department needs a waking up. Still have this contract and cannot upgrade ? Will you kindly respond?
nS
nash S's update08 Feb 2018, 11:01
Reviewer Update
Hello Telkom