Poor Customer Experience

I am writing to make a formal complaint against Neo from your Telkom store near Pick n Pay in Clearwater Mall. I was there Friday morning (23rd August 2024) , my complaint is that she failed to provide me with a satisfactory service. I needed assistance with a sim swap as I lost my phone.

She then said her system is offline and I should come back later . I asked her if the other Telkom outlets are also offline? She said yes since they all use the same server . I asked her if the other Telkom in the mall would be able to assist me ? Her response was , no they won’t because they don’t like to assist with sim swaps

In my disappointment I immediately left the store and decided to walk to the other Telkom near FNB . I arrived at the store and was given a ticket number , got allocated a consultant to assist me . The lady assisted me with no hassles , and I was shocked to see that their systems were not offline. It literally took me less than 10 minutes and the sim swap was done

I then asked this lady if the two Telkom stores are under one umbrella or the other one is a franchise ? She said no , it’s one & the same thing . I then shared my awful experience that I received at the first Telkom store . She was shocked and the store manager heard our conversation , and he suggested that I lay a formal complaint with you.

After all this was done , I went back to the 1st Telkom store . I went back to the same lady who didn’t assist me , I asked why she turned me away? She should’ve just told me that she didn’t want to work. I asked why she assumed every Telkom store is offline when that is not the case? After telling her that I got assisted at the same Telkom she claimed won’t assist me because the don’t like doing sim swaps , she had no come back on that allegation she made earlier.

I suggest you look at the footage , I hope it’s audible. I’m beyond appalled and still in disbelief with her behaviour . Neo is not the calibre of people you keep in the frontline , she will tarnish the Telkom brand and what it stands for . She has zero to no etiquette , and lacks emotional intelligence . She needs to urgently go for intensive training in customer experience and how to treat customers with respect.

Regards Zanele Tshabalala ***