1 reviews | Active since Oct 2023
Poor Service and Delayed Resolution on Insurance Claim – Still No Replacement Phone After 3 Months
Dear HelloPeter, I am extremely frustrated with the poor service I have received from Telkom regarding my phone insurance claim, which I lodged towards the end of July. It has now been over three months, and I have still not received the replacement phone, despite having paid the required excess fee promptly. Telkom initially asked me to choose between two devices: the Honor X7C 256GB Midnight Dual Sim and the Samsung A36. I chose the Samsung A36 in white, but after several weeks, I was informed that the color I requested was unavailable. I responded immediately via email and asked them to rather send me the Honor device, as my ****** phone was also an Honor. Despite this clear communication, I was later told that Telkom had already ordered the Samsung A36 in black—without my confirmation. I fail to understand how a phone can be ordered without the customer’s consent, especially when I had clearly requested an alternative. To make matters worse, I’m now being told that receiving the Honor phone (the one I want and need) will take even longer. Meanwhile, Telkom continues to deduct money from my account every month for a phone that I do not have. This entire experience has been extremely disappointing. The lack of communication, delays, and poor handling of my case have caused unnecessary stress and inconvenience. I am requesting the following: 1. Immediate delivery of the Honor X7C 256GB as agreed. 2. A formal explanation and apology for the delays and unauthorized order. 3. A refund or adjustment for the monthly deductions charged while I have been without the phone. If this issue is not resolved urgently, I will consider taking the matter further with the Consumer Protection Office. Sincerely,
Telkom initially asked me to choose between two devices: the Honor X7C 256GB Midnight Dual Sim and the Samsung A36. I chose the Samsung A36 in white, but after several weeks, I was informed that the color I requested was unavailable. I responded immediately via email and asked them to rather send me the Honor device, as my ****** phone was also an Honor.
Despite this clear communication, I was later told that Telkom had already ordered the Samsung A36 in black—without my confirmation. I fail to understand how a phone can be ordered without the customer’s consent, especially when I had clearly requested an alternative.
To make matters worse, I’m now being told that receiving the Honor phone (the one I want and need) will take even longer. Meanwhile, Telkom continues to deduct money from my account every month for a phone that I do not have.
This entire experience has been extremely disappointing. The lack of communication, delays, and poor handling of my case have caused unnecessary stress and inconvenience.
I am requesting the following:
1. Immediate delivery of the Honor X7C 256GB as agreed.
2. A formal explanation and apology for the delays and unauthorized order.
3. A refund or adjustment for the monthly deductions charged while I have been without the phone.
If this issue is not resolved urgently, I will consider taking the matter further with the Consumer Protection Office.
Sincerely,
Telkom initially asked me to choose between two devices: the Honor X7C 256GB Midnight Dual Sim and the Samsung A36. I chose the Samsung A36 in white, but after several weeks, I was informed that the color I requested was unavailable. I responded immediately via email and asked them to rather send me the Honor device, as my ****** phone was also an Honor.
Despite this clear communication, I was later told that Telkom had already ordered the Samsung A36 in black—without my confirmation. I fail to understand how a phone can be ordered without the customer’s consent, especially when I had clearly requested an alternative.
To make matters worse, I’m now being told that receiving the Honor phone (the one I want and need) will take even longer. Meanwhile, Telkom continues to deduct money from my account every month for a phone that I do not have.
This entire experience has been extremely disappointing. The lack of communication, delays, and poor handling of my case have caused unnecessary stress and inconvenience.
I am requesting the following:
1. Immediate delivery of the Honor X7C 256GB as agreed.
2. A formal explanation and apology for the delays and unauthorized order.
3. A refund or adjustment for the monthly deductions charged while I have been without the phone.
If this issue is not resolved urgently, I will consider taking the matter further with the Consumer Protection Office.
Sincerely,