No customer service

I would like to start by saying that I am very disappointed and don’t know what to do.

In the first week of Dec I bought a Samsung S8 from your Table View store. At the time you were running a promotion whereby I could get a wireless charger.

To be honest, I was with MTN at the time and the reason for making the change was the combination of the charger and the rates.

I was informed at point of purchase that you were out of the chargers but that you expected to receive more stock within the week. I informed the consultant that I was going to Durban on holiday on the 21 but was assured that you should have the stock by then and that they would let me know.

As no one from Telkom had contacted me within the next week I went back to the store. I waited in a queue for 15 min (on average my waiting times have been between 5-15 minutes). I was advised that there was still no stock – but they promised that you would let me know.

On the Saturday I went to the Telkom store in Century City. I asked if they had any stock and they did – but I was advised that unfortunately due to the way the companies are set up they were unable to give me one from their stock.

On the 19th I tried to call to see if I could get an update (as I had still not received a call). The only problem is that you cannot call the store – you need to call a helpline then they will contact the store and get back to you. So no help there.

On the about the 20th I went back to the Table View store to be told that the promotion was very successful and that you were no longer going to honour the agreement for the charger but that you could replace this with a power bank. I informed the sales person that I had 3 power banks and did not believe that this was acceptable as other branches had the item. He sent an email to his manager in front of me and committed to getting back to me within the week.

On my return from holiday I went to the store again. I was advised that there was nothing that they could do – they showed me the email that was sent to them by head office (that they were no longer going to provide the charger). Given this and my high levels of frustration at the time I capitulated and agreed to the power bank. I was informed that they no longer had stock of the power bank and that I should come back in a week when they expected their new stock.

I came back on 17 February – I was yet again advised that there was not stock. At this point I was going to cancel my contract. I told Cynthia, the consultant, about my experience and she sent an email to her manager -this time I requested that she copy my into the mail (see below).

A couple of weeks later I received an sms advising me that my power bank was ready for collection.

At the end of March I went back to collect. I was advised that they were out of stock again. The consultant advised me that even though they did not have stock she was not sure whether Cynthia can kept one aside for me. Unfortunately she was not able to get hold of Cynthia – so she requested that I please come back later.

I really feel like I have been cheated and you really need to improve your customer experience • Broken promises – get a wireless charge (I really would still like the charger that you promised me) • Lack of communication - we will contact you – but never do • Inability to contact – no store contact number • Lack of empowerment – the staff have no power to action anything – the always need to talk to the manager – who (maybe coincidently) has never been there when I go there • The irritation on time – every time I go there a stand in the queue for up to 15 minutes

I will be adding this feedback to HelloPeter so that other prospective customers will be aware of the potential pitfalls of dealing with Telkom.

I really hope you can improve your service – you’ve got a great proposition but it all fails if you cannot service the customer.

Colin Campbell

From: Cynthia Pezi (CN) ********** Sent: 17 February 2018 01:42 PM To: Biancha Van Wyk (BF) ********** Cc: Reuben Ward (R) ********** Colin Campbell ********** Subject: ********** 566

Hi Bee This customer is very angry as he says he is still waiting for the wireless charger and you promised him that you are going to give him power bank Now he want to cancel the contract I said to him I will ask Reuben to organise a power bank for him Pls contact this customer

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