Bad Service Experience with Telekom: Phone repair issues

Dear Telkom Customer Service,

I am writing to express my frustration with the service I've received regarding my Huawei Nova Y91 phone, which I purchased on contract in May 2024, along with an insurance cover. Since December 2024, my phone has been experiencing network issues, rendering it unable to send or receive calls and messages.

Despite numerous attempts to contact Telkom's customer support, I visited the Telkom Express branch at Bravo Sat Liberty Midlands Mall on January 13, 2025. The staff attempted to troubleshoot but ultimately booked my phone for repairs, stating it would take 21 working days. Although I received initial confirmation (***), I have not received any updates since January 16, 2025.

I've tried following up with Telkom, but phone calls went unanswered. I contacted the repair center directly and discovered that a quotation had been sent to the Telkom store months ago, but no one informed me. Only on April 9, 2025, did I learn about the quotation for R5000+ to replace the phone's motherboard, without any explanation for the issue or fault.

Given that my phone is still under warranty and insured with Telkom, I request a clear explanation for the problem and a resolution to restore my phone's functionality. I'm paying for a service I'm not receiving, and it's unacceptable to wait since December without a solution.

I look forward to your prompt response and resolution.

Sincerely, Mrs. Dlamini