Damage of property by Telkom Mobile Repair Center

On or about the 18th of June 2019, I handed my Huawei P-Smart, hereinafter referred to as "device" to the courier company for Telkom, as I was experiencing a problem with the battery life on the device. It is imperative to note that the device when handed in to the Telkom courier, was fully operation and in excellent working condition (other than the reduced battery life issue). Good day

I attempted to obtain feedback on numerous occasions regarding the duration of repair and the warranty of the device battery, upon contacting the call Centre Agents, I was advised that the warranty on the battery of the device was one year. On this basis I continued the repair of the device as the device would thus fall under warranty, as the device was less than a year old. At this junction I would like to point out the following which summarises the basis of my complaint and grievance:

1. I was incorrectly advised that the device carried a one-year warranty, and on this bases I continued the repair only to be later advised that the device battery carried a six-month warranty. I then cancelled the repair, as I was under the misguided impression that the battery would be covered under warranty.

2. Upon request for the return of my device, to my absolute shock and horror, I was advised that the device was un-operational and I was required to pay an inspection fee to have my device returned.

3. I immediately requested a technical report to ascertain the issues with the device. The report stated the below: 3.1. Screen lifting up; 3.2. Battery swollen due to alleged unauthorised repair; 3.3. No power

4. The device screen was returned cracked and the device would not switch on;

5. The device was not returned in the original box that it was sent with.

I have never removed the battery or caused the device to be repaired or tampered with by an unauthorised provider, the allegations made by the repair centre is unfounded and without merit. I handed in a completely operational device, other than the reduced battery life, and I was returned with a cracked broken device.

I am appalled by the actions of the service provider contracted out by Telkom. Telkom as my service provider has not stepped up and assisted me with trying to have my complaint and grievance dealt with. I have been without a phone for over a month. I have in my possession a device which is not working, cracked and un-usable - this is solely as a result of incorrect information being provided to me and complete disregard and neglect of my property which I entrusted with Telkom.

In light of the above I wish to exercise my right in terms of Section 56 (3) (a) of the Consumer Protection Act, to have my handset replaced, and would like to know from Telkom how else they intend rectifying this wrong. I have been a loyal customer of Telkom, having convinced family and friends to support Telkom over other service providers. I am very disappointed by this unfair treatment.

I have lodged a complaint on the Telkom Complaints board, but have not gotten a response as of yet: https://www.complaintsboard.com/telkom-sa-soc/repair-reference-number-trjpvt000418-c***