MAXINE TELKOM POOR SERVICE

This is my second review pertaining the same matter.

I logged a service issue with TELKOM early July, prior to that it was several telephone calls and attendance to stores which were not helpful at all.

TELKOM sent a technician to my place to investigate the issue and the technician provided the relevant feedback to TELKOM. I was then contacted and provided with two options. 1. Wait 3-6 months for TELKOM to plan a new network tower. 2. Cancel the contract with no penalty on condition that I return the device.

I chose option two as I was really struggling.

I was then in contact with a Maxine Rustoff who is a team leader in the Retention Team within TELKOM. She had advised that the contract cannot be cancelled until the device has been returned, which I understood.

I had been in contact with her along with people from Incredible Connection where the device was obtained. Maxine had sent me an email advising that I should attend to the nearest incredible connection store and they would be able to accept the return of the device. Through out the process I had been adamant that I will need to obtain a new device with a different service provider prior to returning the TELKOM contracted device. On the day where I was advised that it would be accepted, I then devices to attend to a different service provider where I was assisted with no hassle and I received the device.

The following day I attend to Incredible connection Fourways Mall where I was advised to attend to the store that I received the device from. I then attended to Sandton City Incredible connection where the Sales Manager at the store basically told me that the email which I had received was merely instructing me to visit the store so as to have the return policy explained to me.

I left the store and sent an email immediately to Maxine, to which she responded that she will organise for courrier services on her end to collect.

A week went by and the device was still not collected, I contacted Maxine and her response was “was the device not collected?”

I attempted numerous telephone calls with various agents at TELKOM whose email addresses I have and they have all Been advising that they sent emails to Maxine as well as Thulani Mokoena , and they have both indicated that they would call.

To date, no contact has been made by TELKOM and I am now left with two devices both of which are on contract. This was my biggest worry at instance when I was in contact with Maxine and now I will be expected to pay for two contracts all due to lack of professionalism as well as the inability to attend to customers with diligence as well as sense of urgency.

TELKOM agents have also not been helpful in assisting with the complaint’s process. The device still sits with me and I am Ona. Daily basis sending out emails to Maxine and Thulani with no feedback.

I urgently need assistance