Poor service from poorly trained staff yet again Telkom

Emailed mid August.

Have followed up and still no response. This is very poor Telkom REF#_***3

Dear Telkom Complaints Team

I am writing to formally complain about an extremely disappointing experience I have had with Telkom regarding my recent upgrade, and the repeated incorrect information I have received from your staff.

When I went into the Telkom store to upgrade my phone, I specifically explained that screen size was very important to me. I do a significant amount of work on my phone and did not want a phone with a small screen. The particular phone I initially wanted was not available in store.

The sales consultant Chad then showed me a dummy/sample phone and specifically told me that the phone I was purchasing was the same size as the sample I had been shown. I re**** on this information when making my purchase.

The process of completing the upgrade was also extremely frustrating. I was kept waiting for a very long time while staff battled to verify me. By the time everything was eventually completed, it was late. When the new phone was taken out of the box, I immediately thought it looked smaller than I had expected, but because it was late, I did not think too much about it at that point. However, as I walked out of the store, I decided to go back and compare the new phone with the dummy phone I had been shown.

They were clearly not the same size. I immediately approached the manager Elsie and explained what had happened. She acknowledged that I had been given incorrect information and apologised. I then asked if the phone could please be exchanged for one with the screen size I had originally requested.

At this point, I had only just purchased the phone, had not used it, and had literally walked out of the store and turned around and returned within a minute after discovering the discrepancy. I was initially told that changing the phone would not be a problem.

I subsequently left the phone at the store, only to be told the following day that I was not allowed to change it.

I asked for the matter to be escalated. I was told it had apparently been escalated three times, yet the outcome was simply that nothing could be done.

I find this completely unacceptable. I did not simply change my mind about the phone. I made my decision based on information supp**** to me by a Telkom employee, and that information was incorrect. The manager herself acknowledged this.

There was then a second issue regarding a R500 Takealot voucher.

I was told by the consultant Chad assisting me that I would receive a Takealot voucher and that I should keep checking my email for it. I therefore did not purchase a phone cover or screen protector because I was expecting to receive this voucher.

When the voucher did not arrive, I contacted Telkom again. I was initially told that it could take some time. After approximately two weeks and further communication, I was eventually referred elsewhere to investigate the matter.

I was then told that the voucher should have been in my spam or junk folder. It was not. After further investigation and another delay, proof of payment was requested and supp****. I was then told that, once again, I had been given incorrect information and was not actually eligible for the voucher. I contacted the store and spoke to the manager again. When I explained that I had been told by the consultant that I would receive the voucher, the response was essentially another apology and an acknowledgement that I had once again been given incorrect information.

So, on two separate occasions, I have made decisions based on information provided by Telkom staff, only to discover afterwards that the information was wrong.

This raises serious concerns about the level of training and knowledge of your staff. An apology does not resolve the inconvenience, wasted time and frustration caused by repeatedly being given incorrect information. I am also extremely unhappy with the Telkom network signal/service, which has been shocking and has added to an already very poor overall experience.

I have been a Telkom customer and expected a considerably better level of service. Instead, I have spent an unreasonable amount of time trying to resolve problems that were caused by incorrect information given to me by your own staff.

I would like this complaint formally investigated and escalated to someone with the authority to resolve it.

I would specifically like:

A review of the decision regarding the phone exchange, given that I was provided with incorrect information about the screen size and identified the error virtually immediately after purchase.

A proper investigation into why I was repeatedly given incorrect information by Telkom staff.

Clarification and resolution regarding the R500 Takealot voucher that I was specifically told I would receive.

An explanation as to why my previous escalations resulted in no meaningful resolution.

A review of the service and network issues I have experienced.

A written response explaining what Telkom intends to do to resolve this matter.

I do not believe that simply being told "I'm sorry, you were given the wrong information" is an acceptable resolution. I re**** on your employees' advice, and I believe Telkom should take responsibility when that advice is demonstrably incorrect.

I look forward to receiving a proper response and resolution.