Disgusted with the service

<p>I’m very disappointed in a manner which Sindy (Store Manager at Ballito) handled me/my query this morning. I have 2 contracts with Telkom and one was due for upgrade last in May, upgrade was done telephonically through your contact centre and phone was delivered at my work place on the 19th of May. 28th of June I had a problem with the device it froze and I took back to the store and they said they were going to book it for repairs and that I’ll receive an sms on my Husband number. At first the lady who was assisting said she cannot take the phone since I didn’t have proof of purchase with me and then I asked her if she can’t call the call centre and request from them and she said no. Anyways she still took the device, I received an sms confirming that the phone is with your repair centre and that was last week Wednesday. </p> <p> </p> <p>I asked her if I’ll be given a courtesy phone and I was told that since I don’t have insurance they cannot, which I find it very disturbing. I decided to log a compliant with Samsung because I feel I should not be having issues with a new phone I would have understood if the phone was a year old but it was only 1 month and 1 week. Samsung ask me to speak to Telkom and ask them to unbook the phone from their repair centre so they can collect it and have it assessed. I called the store manager (Sindy) who was very rude and ended up disconnecting the call whilst speaking to her. </p> <p> </p> <p>She told me I need to pay an amount of R399. 00 or R400.00 because my device is out of warranty which I find very hard to believe and then what I said to her was please listen to me all I need is for my phone to be unbooked so that Samsung can take it for assessment. Sindy asked me who assisted me when I brought the phone and I told her I don’t, ask her to check with the job number that I have given her and she told that person will only be available on Wednesday and she ask them to call. I mean that’s not customer service, that’s not the way to treat customers. It’s not the first time, my first contract was an iPhone 6 and I only realized after a while that was given a phone which does not vibrate. I have a very good relationship with the consultants at Ballito and we made a joke about it and I let it slide.</p> <p> </p> <p>What’s frustrates me is the fact that I don’t have a phone yet Telkom will debit my account on the 20th. I don’t appreciate the way Sindy spoke to me and the fact that she was not willing to assist or listen to me for that matter. I mean, I’m paying R629.00 for S8 and having repaired so early means that there was a factory fault with it in the first place. I don’t think it’s right to be given a repaired phone.</p> <p> </p> <p>I’m currently reachable on my daughter number which is 081 ********** .</p> <p> </p> <p>My ID number is ********** 368088</p> <p> </p> <p>Contract number is question is 071 ********** </p> <p> </p> <p>Job number: TRJ042169</p>