POOR SERVICE - contract upgrade - Samsung S8

Item: Telkom
Rating: 1

To whom it may concern I had taken my wife to the telkom store in Pavillion (Durban) on 7th May 2017 as she was due for an upgrade. I was informed by the telkom representative that she would need to be credit approved by head office and thereafter she will be contacted by him to inform her that she could come through to collect her handset. My wife received credit approval on 10th May (sms notification). She gave it a few days and waited for telkom to contact her but to her dissapointment no one did! We tried contacting the store but apparently there is no contact for the store. We contacted headoffice on Friday 12th May and was informed that there was a handset available. When i enquired if it could be reserved so that I do not have to go to the store and waste my time, I was told it will be there and I can go and collect. So i had taken my wife to the telkom store and was informed that they had no handset available and she is on a waiting list. I asked for the person that handled the upgrade and was informed he was on leave and would be in the next day. The lady promised me that the manager of the branch was notifed and that someone would definately contact me on 13th May (Saturday) to inform me when I can come through and collect the handset as she has requested for a unit from the hillcrest branch. Again to my dissapointment no one contacted us. So Saturday (14th May), we made our way late afternoon AGAIN to the store with all our documentation to collect the device. We wait in the long que and then we are informed by the representative that we are on a waiting period and they have no stock and that there is nothing more he can do. (TERRIBLE SERVICE) We were then informed by the representative that he would let me know on Monday. It is now Tuesday and he has not contacted us. I was given his email and promised he would respond to his email but I am yet to receive a response from him on the email I sent him. We extremely frustrated and dissapointed at the quality of service provided by telkom to its customers. No feedback is provided what so ever! How do I know when to expect the device? Will I receive it next year??? I await your urgent response in regards to this matter.

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