horrible service

I purchased an iPhone 15 Plus in March, and it recently stopped working. Telkom arranged for Couria to collect the phone, and the representative I spoke with informed me that their turnaround time for repairs is 7 working days. The phone was collected on September 12, 2024. A few days later, I became concerned when I didn’t receive any acknowledgment from Telkom that my phone had been received.

I called their call center and spent almost 3 hours explaining the situation to different agents. Eventually, one agent provided me with the repair center's number. When I contacted them, they informed me that they couldn’t begin repairs because the “Find My iPhone” feature was still active. I was never instructed to deactivate it. After deactivating the feature, I was told that they couldn’t provide a turnaround time, as repairs could take an indeterminate amount of time.

Telkom has told me they do not communicate with the repair center for updates, and the repair center is not prioritizing my phone's repair. This situation is particularly frustrating as I am still expected to pay for a device that I do not have, despite not being at fault for the damage. I feel that this is unfair and am seeking assistance to resolve this issue.