Bad experience turned around by one individual.

Well generally telkom gets it wrong all the time and initially this particular incident was a bad experience turned into superb experience. I was due for an upgrade on my phone last month on the 6th of November. So I called in and said I'd like to do an upgrade and the disinterested lady on the other side referred me to a telkom store. I tried to tell her that the sms and email said I could do it telephonically but she wouldn't hear it. So I ended the call checked with customer care if I was due for an an upgrade or not. Long story short I phoned again and spoke to another lady who's name evades me. She confirmed my upgrade is due. She ran me through my options and even helped me choose the colors. She was patient, knowledgeable and understanding. I'm so sorry I didn't get her name. But she is a gem. I'm sorry that it took me so long to appreciate her.