Misleading Sales Tactics & No Resolution on Contract Cancellation – Huawei Nova 13

I am extremely disappointed with my experience at Telkom - Blue Route Mall regarding a contract for the Huawei Nova 13. I was pressured into taking this contract by a salesperson and manager who failed to disclose key details about cancellation policies or the device. I visited the store with the clear intention of purchasing the Samsung Galaxy S25 Plus. After my application was approved, we even went as far as selecting the color of the device. At this point, a salesperson named Ashwin approached us and strongly recommended the Huawei Nova 13, stating that we’d be paying less for a phone that was even better than the Galaxy S25 Plus. As I have little to no knowledge about Huawei devices, I depended entirely on the expertise of the salesperson. I explicitly asked if the Nova 13 was an upgrade from the Samsung Galaxy S22, and I was assured by both Ashwin and the manager, Merlin, that it definitely was, being directly compared to the S25 Plus I originally intended to purchase.

After researching the specifications, I now realize that this was completely false. The Huawei Nova 13 is not an upgrade from the Samsung Galaxy S22 (which I currently own), let alone the S25 Plus. The Samsung Galaxy S22 is equipped with the Snapdragon 8 Gen 1 processor, offers 5G connectivity, and features a superior AMOLED display with Gorilla Glass Victus+, making it far more advanced than the Nova 13. In contrast, the Huawei Nova 13 is limited to 4G LTE, runs on a less powerful Kirin 8000 processor, and does not offer the same level of durability or display technology. Had I known this at the time, I would have never agreed to purchase the Nova 13.

After realizing that this contract did not suit my needs, I immediately attempted, on the same day of purchase, to return the device in perfect condition, only to be met with unhelpful service and refusal to assist. Despite my efforts to resolve the issue at the store, as well as through Telkom's customer support, I have received no reasonable solution. I feel that I was misled into signing a binding agreement without full transparency, and now I am being forced to pay for a service I do not want.

I returned to the store to request a return or exchange, only to be met with unhelpful staff who refused to acknowledge the misleading information I was given. Despite the fact that the device is brand new and unused, I was denied any reasonable resolution and I am being forced to pay for a device I never wanted in the first place.

I request that Telkom reassess my case and allow the return of the unused device. I also expect clear answers on why misleading sales tactics are being used to trap customers into unwanted contracts. I presume that Ashwin is a Huawei representative, but regardless, the way this sale was handled is unacceptable. I urge Telkom to offer a fair resolution and act with integrity to assist customers instead of misleading them into financial commitments.