Bad Service from @Telkom Four Ways Crossing!
I took out a contract with @Telkom on the 6th of November 2018 for a @Huawei Mate 20 Pro – Twilight. After a three to four weeks of using the phone, I noticed that the phones screen started having a greenish colour around the edges of the screen, unfortunate time was not on my side to take the phone to the @Telkom store right away. But I did a little research online to check whether someone else was having issues with the phone besides me, only to find out that I’m not the only one who is having this issue with the phone. I checked on the internet and as well as on YouTube.
I finally managed to take the phone to the @Telkom shop on the 11th of December 2018.I explained the issue to one of the @Telkom store agents the issue I was having with the phone and I asked them to compare with the phone they have on display to see the difference, they didn’t have a demo phone to compare with and the told me that they will book the phone in for repairs. They took the phone and booked it for repairs and I received an SMS for this under reference number TRJ074962. I received another SMS on the 12th of December 2018 stating that they are currently waiting for spares. After receiving this SMS, i was a concerned that they will be opening and replacing parts on a phone I haven’t even used for more than two months, so I contacted Telkom customer care centre and explained my case and the agent told me to go to the shop once again and explain my case. I went to the Telkom shop at four ways crossing, I spoke to David Moagi and explained to him that I received an SMS and I’m not happy with them replacing parts on a new phone, I requested that they give me a new phone or they cancel the contract and I asked him to call the Manager for me, he went and came back telling me that “the manager is busy and wont be able to help me” and in terms of cancelling the contract “I have to follow the process online and there is a fee they will charge me”. I then requested that I need some form of written letter to present at the cancelling process so that they don’t charge me for the cancellation, he refused and told me that I have to follow the online cancellation process “there is nothing he can do for me”
I requested for the name of the store manager and their contact details, the details are as follows:
@Telkom Store Fourways Crossing Store Manager : Khensani Shawane Contact Numbers : **********
After all this I canted @Telkom customer care again and explained my case to the agent and she told me that I need to go back to the @Telkom store and insist to speak to the manager, she can’t help me since I took out the contract from the shop.
After I got off the phone, I called @Huawei Customer care center and I spoke to Tumi who was more than willing to hear my story and he told me that he will escalate the issue for me. He took my name, contact number and IMEI number of the phone I purchased from @Telkom Store Four ways Crossing. He then advised me that I need to wait, they will contact me the next business day and let me know the next step forward.
@Huawei customer care contacted me and they did a follow up, I requested for my issue to be escalated and I demanded that I don’t want them opening my phone and changing parts, I demanded a new pone.
The next business day, a lady called me, and she told me that she is willing to replace the phone for a band new one for me, unfortunately they only had black phones in stock. So I told her that I want the same color – Twilight I bought initially. She told me that I will need to wait for it to be shipped to south Africa from china, and she said that they will only get new stock on the 4th of January 2019. The same lady called me today 24th of December 2018 to check up on me and offer me a gift for the inconvenience they have caused…So I am still waiting for my phone and the gift offered to me.