Most horrific service !

Good day,

I have been experiencing numerous problems with Telkom as a whole, but Telkom Tygervalley deserves this cherry! Last year I booked my phone in for repairs but then decided to not have it repaired due to not being out of the 6 month penalty duration of 6 months. When I requested the device back unrepaired, the insurance, compliant as always, sent it back immediately and the device was now on its way. Much to our demise, we didn’t receive the device after weeks and weeks of back and forth mailing to Telkom Tygervalley’s store as well as up and down driving to the store. The manager nonchalantly apologized at the end of the ordeal after my partner had taken it up with their Operations Manager: Device life cycle Management, who assisted promptly as always, yes, as always seeing as though we have escalated to her on more than one occasion. Half of the time, no-one at that store could even tell me where my device was. It is the very basis of their business, how can they not confirm the devices location? We waited for the penalty duration to go by and back to the store we went (yes back to the same store who messed us around - it is unfortunately the most convenient branch). The manager at this point knew me by name and again we had difficulty booking in the device, something with the IMEI number and whatever else they could cobble up to upset me. Alas, the device was booked in and off to repairs it went. The device was repaired and ready to be sent off on the 1st of June. I was advised by the insurance that my phone would be delivered the following Tuesday or Wednesday which was on the 5th/6th of June. On the 7th of June I received an sms to say my device was dispatched to Fourways Crossing, now I was boiling as I am in Cape Town. I went in to the store on the 8th of June and spoke to Carrie with regards to the sms as I thought it might have been a ****. She then went to her manager (whom never can face myself and my partner when going into that store) and he told her “A different customer also got the same sms in the week, just ignore it “which she came to tell me. Fooled by a smile and once more meaning nothing to this store whom I have two contracts with and not R200 contracts ,I expect so much more because I am a client and because I pay them every single month and not a measly bit of chum change to have such horrid service. I returned to the shop yesterday (14.06.2018) and was assisted by Yusra who I then explained everything to. She went to check if the phone has been delivered, to which she said it was not, but not before she went to have a conversation with a friend/colleague (I have been helped by him before therefore I know he works/worked at the store) of hers who either no longer works there or was on leave as he wasn’t wearing a uniform. I then requested to speak to her manager, she was unavailable at the time due to a meeting (it could very well be, however, this excuse has become more of a routine answer). My partner then mailed the Ops Manager once more who has been in contact with him, and I received a phone call from Telkom call centre just hours later in which I was told there was a confusion and my phone went elsewhere and she humbly apologizes on Telkom Tygervalley’s behalf which I did not accept as she should not be held responsible for this. After hearing this, I was fuming because the manager told the consultant to tell me to ignore it instead of investigating this matter!

I am furious and I will not recommend Telkom Tygervalley to anyone, some have had great experiences with them, but I have been unfortunate since the beginning! I refuse to keep dealing with people who are unable to assist me and whose customer service if rated by me would be 0/10! After collecting my phone when it eventually arrives, I will never return to this store, I will drive to any other Telkom but this one.