********** experience as a new customer

I recently signed up for a Sony Xperia XZ2 online on Telkom's Clearance Sale and it is not an understatement to say it has been the most frustrating and difficult process I have come across.

The device I received was faulty as it has a orange/ brown tint on the bottom of the display which is especially visible when displaying a whit background.

I then attempted to call Telkom to receive a replacement and dealing with their call center is an absolute nightmare. The first 2 advisors dropped the line on me after getting frustrated which is simply unacceptable and poor customer service. Having finally gotten through to someone who booked a courier to pick up the device they explained I will be contacted beforehand and be made aware of when they will collect the package in order to make sure someone is there to hand it over however I was not contacted by the courier and they simply showed up at my place without me making arrangements and as such they left without the device further prolonging this ordeal.

I then call up and I'm promised call backs that I never receive and even though I have made it clear numerous times that I cannot receive personal calls during my working hours they still decide to call at a time when I do not have my phone on me. Trying to contact CourierIt directly as well was just a waste of airtime.

The cherry on top is being denied to speak to a manager and having different tactics being thrown at you in order to get you off the line. There has to be at least one manager on the floor at all times to deal with escalations so to be told there's no one available repeatedly even though I'm placed on hold twice for a number of minutes while you clearly speaking to a manager that is not willing to do their job and speak to me is disgusting.

This has been the worst experience I have ever had and never had to struggle to get a resolution like this with MTN who provides my other contract.

I am at a loss of where to go from here and I truly regret signing up with Telkom.