BEST CUSTOMER SERVICE FROM TELKOM GREENSTONE MALL NOT TELKOM CHATSWORTH AND TELKOM EXPRESS GREENSTONE!!!

Just want to share my story of horror for one simple issue and how I was wonderfully taken care of by the amazing team at Telkom Greenstone, since the Telkom Express store in Greenstone and Durban Chatsworth gave me the worst service ever!! Lebo at Telkom and his team are HEAVEN SENT!!I bought the new Huawei P Smart S from Telkom in Durban Chatsworth on 10 Oct 2020. Seeing as I live in Johannesburg I explained that I needed a phone urgently as I had issues with my previous Huawei, the battery kept dying and as a single female it as a major risk should something happen to me.

I explained I needed a phone that ‘works’ and battery last, I was advised that Telkom had this special and would suit me well.

I was also advised that it didn’t have Google but reassured everything would work well via the alternative app downloading systems. Such as petal, findorra etc. I went home that night and was I’m very confused on how to set up the phone so I went into the Chatsworth store the next day hoping they could assist me to set it up. Well they didn’t because they said the technician isn’t available, and I should come to jhb and have it done. I take a late flight back to jhb and find that the phone does not support my complex app (Vox VMS), my VW app and no one can hear me on the phone as it is so distorted. Mainly could not enter my complex!

Using my old phone, I used the app but I kept calling and asking for assistance from Telkom in Chatsworth during that whole week. To no avail, I intended to go to a branch in JHB, but since the stores close by the time I finish work I went on Saturday 17 of October to Telkom Express in Greenstone. I explained what the issue was, the salesman explained that this is a new phone and I need is this app as I have no way of entering. He checked and said yes the phone doesn’t support it and said usually they take the phone back but they cant help me because I bought the phone in Durban. He then leaves and attends to someone else Another lady was there behind the counter (very rude, and arrogant) and she speaks to me and says the total opposite that they will in no way give me a new phone even know she knows I was misinformed!! And she says that I must call the Durban branch and talk to them, she can’t help me! Its not their issue! They don’t know! I asked if I could get someone to install the app, they said the guy was busy. So I sat there trying to call Telkom Durban, and no answer…usual… no one in this Telkom express store is helping me!!

I had to call my poor mother and ask her if she could physically go into the Telkom store in Chatsworth. Whilst on the call the same lady in the Telkom Express store is speaking about me in Zulu not knowing that I understand what she is saying (aaah aaah), hhayi inkinga yethu, kept saying that. im asking her what must I ask the chatsworth branch, says she doesn’t know I must ‘negotiate’, I must ask them. She doesn’t know. im so frustrated im shouting at my mum to speak to the Telkom in Durban… and then this lady tells me ‘go sit that side, I said sorry what? She said sit that side theres chairs there!) oh well sorry if I sat on a reserved chair!! Rolling her eyes and being so unsympathetic

Im frantic since its 7days since I bought the phone and I haven’t even used it yet, ALL I AM ASKING FOR IS ASSISTANCE FOR INSTALLATION OF ONE APP!!!! I manage to call Chatsworth, they speak to me calmly but…no valid assistance! I ask can I return the phone, can I upgrade the phone, don’t you think I was misinformed of this phone. Im telling them I CANT ENTER MY HOUSE!! Chatsworth advises that if I want I can take another contract and pay for two phones!! Okay, I ask them what can I buy that is cheap since I cant access my complex. Ithey aren’t solving my problem !! m in tears…and so upset that im stuck with a phone that is basically not fulfilling my basic needs. Im saying then install this app for me!! If you cant then I don’t want the phone. They didn’t care!!!

Standing outside I am the phone with my mum with tears because I had given up. Walking aimlessly!! When I was approached by Lebo who works for another Telkom store within Greenstone mall. He called me in to the store, asked me whats wrong, looked at the phone and said no ma’am we will sort this out!!

The whole store was so helpful, they asked me questions, they found out what the issue was. They asked me if I signed a form that states I knew about these apps, I don’t think I did. They said no problem these are the procedures. They explained they will ensure I either get the app or they will ensure I get a phone that enables this app. They said if I can’t get assistance from Durban that they will even send an email to the regional manager of Durban. Wow I was in shock!!

Lebo gave me number and calmed me down. The rest of his team were super supportive. The team were aware of the importance of this app. Lebo explained the technician isnt available but he will keep in contact with me on when this can be sorted. Few days went by and everyday lebo kept me updated and mentioned the technicians were working on a solution for me. Today the Huawei technician Nathi assisted me and can you believe it he found a way to get me access to this app. Such a simple thing took so much time and energy!

WELL DONE TELKOM GREENSTONE! You guys are legends, truly know what customer service entails! All I needed was one app, but I got sent around and got my ear chewed off instead of actually assisting me. The sales team at Greenstone express, please learn a few things from your neighbours at TELKOM GREENSTONE, being arrogant, rude and blunt does not get you very far! I have spoken to many people about this experience and countless people complain about the service at both Chatsworth and greenstone Telkom express!