Pathetic service at telkom mobile store in Pavillion

RE : TELKOM MOBILE

I am extremely disappointed with the poor level of customer service received each and everytime I visited the telkom mobile store at Pavillion.

About 2 weeks ago I visited the above store to attend to two matters

1. To upgrade my contract 2. Have a Land line number transferred onto my name and to have the line migrated onto a wireless network

I upgraded to the P40 lite and I picked up the phone last week Tuesday the 7th July 2020 after receiving a call from the Store.The consultant who dispatched the phone to me as well as the technician who helped set up my phone did not explain the shortcomings of this phone to me. It was only later on the week that it came to my attention that an App that I require for work purposes is not compatible to the P40 lite and that I realised that there is limited access to Google and related apps . This renders this phone completely useless to me.

I am well aware of my rights as a customer and approached the store earlier today, the 12th July 2020 to return the phone in exchange for another phone on contract being the Samsung Galaxy A31.

I requested to speak to the manager, however I was informed by the staff at the door that the manager Mr. Zondo was not in today and the 2ic would assist me.

A lady by the name of Gwen Hlatshwayo, whom I assume to be the 2Ic as she did not even have the courtesy of introducing herself, discussed the issue of the phone with me in the presence of the consultant.

She advised that I will need to leave the phone with them to investigate why the consultant who initially signed me up for the contract did not explain the features of the phone to me. She further advised me that this process would take roughly about 2 weeks. My response to her was that it's grossly unfair that I as a customer has to be inconvenienced for a further period of 2 weeks because Telkom is ***********. I requested that she gets her manager to prioritise this matter as I had to visit this store 4 times already and join long queues due to their inability to attend to my matters effectively. Gwen merely advised that this process takes 2 weeks and that when I return, I will have to stand in the queue like the other customers do. When I spoke about my land line query she rudely told me that she wants to sort out the cell phone issue first. I was appalled by the attitude and lack of empathy on her part. I was not satisfied with the product and niether was I explained the limitations that existed on the product. According to the CPA I am well within my rights to return the product and therefore I am unable to fathom why Telkom could not resolve the problem instantly and in a professional manner.

Another point I wish to highlight is the lack of accountability where Telkom staff were blaming each other instead of dealing with my problem. The organization needs to take responsibility and staff need be trained adequately to service customers effectively.