Lack of after sales & poor agent assistance

My parents had done their WiFi upgrade in July 2018 and to date they haven't received the devices which they were promised. Its now October. They have been constantly trying to make contact but the call center is always busy and they are made to hold on for long periods of time.

Just last week, 11.10.18 my mum managed to get through and spoke with a consultant by the name of Mhlonishwa who advised her that the agent who had done their upgrade in July did not follow up to ensure that the devices were delivered. That agents name is Ziyanda Gusha. she obviously just wanted to get the sale done and did not bother to follow up.

However, when my mum spoke with Mhlonishwa last week, he advise that the package included an LTE router with a range extender, 4mg uncapped line and free telkom to telkom calls 7 days a week. He also promised that he will arrange to dispatch the device and we should have delivery by Friday, 12.10.18 since this was long overdue.

But, still no router delivered. And my mum called Telkom again this morning (15.10.18) and spoke with another agent who then insisted that delivery will take place between 7-14 days AND that the package does not include an LTE router but a D-Link ADSL line.

So, who really knows what they are doing at Telkom call centers or is it just one big mess of a place.