Call Centre said that Branch will assist - Branch said I must go back to call centre

See emails between myself and Telkom - And Below my Remarks

Good Day

Thank you for contacting Telkom Business Mobile.

Kindly note the device can be booked in for respires.

Please provide the below information so that we may book your device in for repairs.

Affected number: Cellphone number where the update sms's can be send to: IMEI number: Name and surname of the person we are collecting from: Detailed collection address: Nature of fault: E-mail address: Proof of purchase: Address and postal code from where we will be collecting:

Kind Regards

Wayne Kona.

TBM Customer Support

T + 27 (0) 81 180 Email: ********** Website: http://www.telkommobile.co.za/

From: Roan Koen ********** Sent: 27 December 2017 06:32 AM To: ********** Subject: FW: Cell phone Repair - Account no ********** 04

From: Roan Koen Sent: 27 December 2017 06:28 AM To: ********** ********** Cc: ********** ********** ********** Subject: FW: Cell phone Contract - Account no ********** 04 Please see Email below sent to Marco and Samier – but both currently on Leave Regards. Roan Koen Dgm Transkei Office: ********** Cell: ********** E-Fax: ********** Relieving Coastal (Office - ********** ) From: Roan Koen Sent: 27 December 2017 06:23 AM To: 'Marco Alfino' Cc: Samier Lutta (S) Subject: Cell phone Contract - Account no ********** 04 Good Morning I would just like to enquire about my Cell phone on Contract from Telkom. Phone fell this weekend and screen is cracked – how do I go about logging the complaint and getting it repaired? Must I go directly to a Telkom or do you arrange pick up as the phone was delivered to me after all documentation was sent to you. Also is this part of my Guarantee? The phone is now 11 months old and this is now the first time that the Screen needs to be replaced. Account no ********** 04 Service ref ********** 721 Regards. Roan Koen Office: ********** Cell: ********** E-Fax: **********

Roan Koen Dgm Transkei Office: ********** Cell: ********** E-Fax: ********** Relieving Coastal (Office - ********** )

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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ This e-mail is subject to the Telkom SA SOC Ltd electronic communication legal notice, available at : http://www.telkom.co.za/TelkomEMa*******Notice.PDF ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Consumers Remark:

This is the Email That was sent to Telkom - They confirmed that phone can be repaired after I asked if this forms part of the Guarantee. We moved from Oudtshoorn to Port Elizabeth and I thought after this email I will rather phone the Call Center on 081180 and ask can I take the phone directly to the Branch as my address on my statement is still Oudtshoorn. The guy I Spoke to (unfortunately i do not have his name - but surely they can recall the Taped Conversation as I can supply the Nr I phoned from) confirmed I can take the phone in and that they will assist as I have 1x Free Screen repair as long as it is still within the 1st 12 months. I then asked as this is a business phone if they will assist me with a Loan phone at the store of which he also said yes. I then asked at work if I can be excuses and went to the Baywest Mall to take the phone in for repair. The Branch was very busy with only 3x agents assisting and I had to stand in the Que for 35 Minutes. At last when I got assistance form Ahmad Kader he immediately told me there is no way - I must pay this my self and he do not know where call center comes from telling me that they will have loan phones. This is the worst service ever - and then he refers me to another dealer within the mall to tell me that because I have to pay myself I must rather take it there???? I want to know how can 1 agent tell you something over the phone, one confirms on the email that it can be repaired (on my question will this be under guarantee) and in store they refer you to a NO NAME DEALER to repair your phone there. I'm paying anything between R900-R1500 per month for this phone and this is the Service? I will stop my debit order and log a complaint with the ombudsmen if I must as the email is also attached here where the agent confirmed it.