Arrogant Service Provider

Item: Telkom
Rating: 1

I bought a VDSL router from Telkom that is currently still under warranty with TELKOM. This router is now failing to provide a wifi signal. The internet through the network cables is however still available. (Zytel VMG1312-B10D with Telkom serial number: 1C740D94CFD4) I reported this under reference number ********** 23. A TELKOM technician visit our business, just to confirm that the router itself is faulty – THE WIFI PART. The TELKOM solution for their responsibility towards hardware they issue a warranty for and prematurely failed is for me to take the router to my nearest TELKOM DIRECT shop. Only problem for me is that with TELKOM'S closure of many DIRECT shops, this now mean a 500km round trip for me. Yes, 500km. And then I will probably have to leave the router there to be send away for inspection. Which will result in another 500km round trip to collect it again. A further result will be that my business, that depend on internet to function will have NO internet access for at least a few weeks. I find this attitude ARROGANT to say the least as this route is not an option for me. What I was requested from TELKOM and was refused by them, is to send me a loan router by courier which will then pick up the router under warranty and deliver it to wherever the repair facility is. When repaired or replaced, return my router and pick up the loan router again. But unfortunately such level of client service and commitment towards products they sell and issue a warranty for, is far beyond what Telkom is prepared to do. Only option for me is to order a new VDSL router which I will have to pay for again and throw away the router that is still under warranty because it will simply be too expensive for me to have it repaired through the only route available to me. Further problem is I cannot contact the relevant TELKOM DIRECT shop to find out from them if there is anything they can do to assist me. The number I can find on internet, ********** 502, which raise the hope that it could be the phone number of the Bloemfontein shop, get answered by just another call centre that told me that there is no direct line available to the shop. Really !! You really expect the whole Free State to drive to Bloemfontein to get assistance in matters like this. With NO other option? Arrogant. Very arrogant. With NO regard toward costs towards your customers.

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