Complaint

I bought a Samsung A24 at Telkom, and last year November 6, it stopped working completely—it wouldn’t charge or respond to the power button. The phone was under warranty and is, and it is insured, so I returned it to the Telkom store at Jabulani Mall day after it stopped working. The manager, Lindani Sibanda, inspected it using a pin, working the charging port and claimed the issue was dirt in the charging port.

Since then, I’ve been waiting for a resolution, and nothing has been done. The store claimed I had no proof of purchase, despite the phone being on a contract with monthly statements that clearly act as proof. This seems like an attempt to avoid honoring the warranty.

The second manager, Neo Mashishi, added to the issue by lying about the insurance excess fee, claiming it was R1,700. When I contacted the insurance company, I was told that there's no claim yet. The excess is R1,125, which was only confirmed today, 24 January 2025, after months of misinformation.

The communication from Telkom has been terrible, forcing me to visit the store repeatedly for updates. It’s now been over three months, and I still don’t have my phone, even though I’m paying for a service I cannot use due to Telkom’s negligence.

This entire experience highlights Telkom’s incompetence, lack of accountability, and poor customer service. Both managers have failed in their duties, and Telkom has violated basic consumer rights. Immediate action is needed to resolve this issue and prevent similar incidents. I would not recommend Telkom to anyone after this unacceptable ordeal.