Faulty Device – Request for Replacement or Contract Cancellation

Subject: Urgent: Faulty Device – Request for Replacement or Contract Cancellation

Dear Telkom Customer Service,

I am extremely disappointed with the service I have received regarding my new device contract. As a loyal Telkom customer, I expected better.

I purchased a new device on contract, and within just two days, I started experiencing serious issues, including:

Excessive overheating

Touchscreen freezing and being unresponsive

Screen flickering/jumping

Phone becoming too hot to hold during a short WhatsApp call

Given that these issues started almost immediately, I returned to the Telkom branch at Ferndale on Republic, expecting a replacement. However, I was told that the phone must be sent for repairs—after only four days of ownership.

This is completely unacceptable. A brand-new phone should be replaced, not repaired. According to consumer protection laws, I have the right to return a defective device within a reasonable period and receive a new one. Instead, Telkom appears to be deliberately delaying the process, possibly to push me beyond the return timeframe.

Additionally, after doing further research, I have found that this particular device is known to have performance issues. The salesperson assured me it was a good phone, yet my experience proves otherwise. Furthermore, I specifically requested a device with more storage (256GB), yet I received one with only 128GB, the same as my old phone. The camera quality is also not what I expected. A sales representative should have proper knowledge of devices to ensure customers get exactly what they request.

I returned to the store today, and unfortunately, the service was even worse. The manager was unclear, unhelpful, and did not provide any real assistance. It is frustrating that Telkom is quick to sign new contracts, but when there is a problem, customer service becomes unresponsive and dismissive.

I demand the following:

1. Immediate replacement of my faulty device with a new, fully functional one that meets my original storage request.

2. If a replacement is not provided, cancellation of this device contract so I can open a new one elsewhere.

If this matter is not resolved immediately, I will escalate it further through regulatory bodies and consumer rights organizations. I expect a response and resolution within 48 hours.

Regards, Chris hatting ***