BAD SERVICE TELKOM

In November 2017, I app**** for an ADSL line to be installed at my home. I collected the modem from the Telkom store at Springs Mall. I called Telkom technical support and a technician proceeded to assist me in setting up the modem. We went through all the steps together but at the end of the process the Internet light was still red. The technician advised me to go into the Telkom store and I would be given a new modem since seeing the modem was not used and not working. I went into the store and the lady on duty explained to me that they would not be able to give me a new modem and that my modem has to be sent in for repairs even after I explained to her that the modem was never used. She maintained that this was the procedure that needed to be followed. I asked her when I could expect to get the modem back from repairs, she advised me that she could not give me an exact date as the repair company, Bradian Logistics would be closing for the festive season and I would only get feedback early January 2018. I received an SMS in January, advising me that my device is out of warranty and deemed beyond economical repair and that a consultant will be in contact shortly. I have never received a phone call or any other communication from Telkom after this. I called the number that was on my invoice ********** 801. I related the story to her and the lady advised me that I should receive a new modem as the the warranty only expires in November 2018 & we have not even used the modem. She said that I should go back to the store and speak to the store manager but first asked me to call Bradian Logistics and confirm with them if in fact they had sent the faulty modem back to the Telkom store at Springs Mall. A lady named Lucretia at Bradian Logistics advised me that the modem was indeed back at the store. I proceeded to the Telkom store and related the story to Mbali. She advised me that she does not have the authority to give me a new modem as the store manager was not at work. She said that I should buy a new modem for R1000 and I told her that it was very unfair to have to buy a new modem when I have not even used the modem at all. She agreed with me and she took down all my details promising to speak to her manager. I asked her to please ask him to give me a call as it is very frustrating to have to drive from Nigel and also when I call, I can never speak to anyone that works in the store as calls go through to a call centre and I need to keep explaining the same story to various different call centre agents. I have still not received any feedback from the store manager regarding this. My telephone number is ********** 617 & mobile is ********** 754