Pathetic Customer Service from Telkom Pinecrest

<p> I have a frustrating Problem with poor Customer service with Telkom Mobile Pinecrest.</p> <p>The following is a Chronological List of the Events that Transpired:</p> <p>25th November 2016: I signed up for a new Free me 1 Gig Samsung S7 Contract with Telkom Mobile Pinecrest in Pinetown KZN. Salesperson that signed me up name was Minni.</p> <p>Before I continue it should be known I have owned Samsung S4, S5, S6 Edge and also another S7.</p> <p>Later that Night I unpacked the Device and proceeded to connect the charge in order to charge the phone.</p> <p>Upon Plugging in the phone it did not charge at all. So I changed the 2 pin Adapter and tried again, the device still not charge. I then tried a multi-plug and it still did not charge.</p> <p>I then used the charger and cable from my OLD S7 and started charging as normal. I tried using the New Charger with my old S7 and it did not charge. I even swapped the USB cables and tried an Old USB Cable with the New Charger and the New Charger did not work. I tried the New USB Cable with the Old charger and it worked. So by process of elimination it was obvious that the New charger was faulty.</p> <p>26th November 2016: I called the Telkom Pinecrest Store and Spoke to Minni and told her about the problem. She advised that I need to bring in the phone as well as the charge and all other accessories in the original Packaging.</p> <p>27th November 2016: I took the Phone in to Telkom Pinecrest and spoke to Minni. An OBF (Out of Box Failure) fault was logged and a copy of the Job Card given to me. Kerusha the Store Manager for that Day also Took the phone and plugged in the charger and confirmed the charger was not working and also used her Samsung charger to test the device and confirmed it was only the charger that was faulty. I was told the phone will be sent back or replaced with a New phone between 7 to 14 working days as the Problem occurred within the 7 day period of Purchasing the Phone.</p> <p>1st December 2016: I received an Invoice via Email and was charged the Full subscription for November and December even though I do not have the phone and have not even opened the Sim card from its original Packaging.</p> <p>6th December 2016: (7th Working day) I called the store and I was told by Minni everything has been sorted out and the phone will be sent from JHB to the Pinecrest Store by the end of the Week (9th December 2016).</p> <p>9th December 2016: I called the Telkom Pinecrest Store several Times on both Numbers Available and did not get any answer.</p> <p>13th December 2016: I called the Telkom Pinecrest Store again and no Answer.</p> <p>15th December 2016: (14th Working Day) I still had not received any feedback, no calls, smses, emails etc from Telkom or the repair center to inform me on any progress with the Fault. I drove to the store and Spoke to Minni again and I was told the phone should definitely be at the store on Monday the 19th of December as it was still being sent to Durban.</p> <p>20th December 2016: I went to Telkom Store as I was busy on the 19th December. I spoke to the store Manager Dean who was not at the store every other time that I have been there. I discussed being billed for November and December with Dean and he logged a fault for a Full refund for November and December’s Subscription as I still have not received the phone or used the Sim Card. He promised that the situation will be rectified by the 23rd of December as I notified him that this phone was meant to be a Christmas Present for someone.</p> <p>Also whenever I visit the Store the 2 Ladies that I booked the Phone in with initially, Minni and Kerusha always hide in the back stock room as they do not want to deal with the mess they have created.</p> <p>He apologized and said that Kerusha and Minni will be reprimanded for their actions or lack thereof. Dean mentioned that he received feedback from the Repair center and they said the Charging port on the actual phone was damaged. I told him how is it possible that the port is damaged when it was only charged once by myself? Furthermore I have had Samsung phones for several years and have never had a damaged port ever before and his Employee, Kerusha also tested the phone and could have damaged the port. He advised that I should come back on Friday the 23rd of December 2016.</p> <p>23rd December 2016: I go to the Telkom Pinecrest Store and I’m Told the manager Dean is on Leave and he will be in tomorrow. Minni Now had a new excuse and she said the USB cable is damaged and not the USB port on the phone. It seems every time I confront them the story changes and more lies are spewed. I questioned her as to why have it taken 1 month if only the USB cable is damaged and she had no response. I also asked her why she said everything is sorted and the phone is on its way when it wasn’t. It was just more lies and excuses.</p> <p>24th December 2016: I went to the store and Spoke to Dean, I told him what Minni said the previous day and he was shocked and still had no clue on the progress of the phone. Just more excuses that he is waiting for feedback from the repair center on approval for a new phone. And now he tells me within 21 working days of the phone being handed in I will receive a new Phone and that they didn’t have stock of any S7 Phones.</p> <p>27th December 2016: I called the store to find out if there is stock of the S7 and they said they will be getting stock tomorrow.</p> <p>28th December 2016: I called and was told there is still no stock but the stock will arrive on the 30th of December.</p> <p>30th December 2016: (22nd Working Day) I went to the store and spoke to Dean again; I got the reference number for the refund for November and December. More excuses and empty promises and no solution to my problem of not getting my phone that I have signed up for over a month ago.</p> <p>2nd January 2017: I called the store and I was told the Stock is definitely arriving tomorrow the 3rd of January.</p> <p>3rd of January 2017: I called the Telkom Store and spoke to a lady, I enquired whether there is stock of the S7 and I was told ,yes stock has arrived and there is black and gold color S7’s Available. I then went to the Telkom store an hour later and Spoke to Dean and Asked him if there is stock and I was **** to and told there is no Stock of S7’s. He then said that the repair center has not given him approval or feedback as to whether the phone will be replaced with a new phone etc. I asked if he followed up with them and he said no he was waiting for them to give him feedback. I asked for their contact information and all he could give me was their email address as he said he did not have their number. I asked how much longer they are going to take as it has been 38 Days and he said he does not know. I have still not received a refund for November and December. To date I have not received any calls from Dean or anyone at the Telkom Pinecrest Store or From Telkom providing any feedback what so ever. It has been a shocking display of pathetic customer Service from Telkom.</p>