Stinking attitude and Poor customer service

Yesterday I went to Telkom at Highveld mall to report my phone which was mistakenly dropped and cracked the screen, fortunately I had activated Oppo Care which comes with 1 free screen replacement.

When I got to Telkom (around 13:00) I got my ticket (number 53 if I'm not mistaken) after about half an hour of waiting, I was finally called out to be assisted by Mpho, when I got to his desk he asked as per norm how he can help me and I explained to him what happened. He got into the system and noticed that I don't have insurance on the phone and it would cost me about R3k for the repairs. I then explained to him about Oppo Care and the 1 free screen replacement, he understood. Now when he is supposed to process my claim, he forgot his login details to a system called "Vision" if I'm not mistaken, after 30 mins of him trying to remember his login details he finally asked the ladies in the shop to login so he can do so... This process took another 30 mins or so, finally someone could login, he did what he had to do in the system then went to the back to collect a courier bag to put the phone in, when he came back he told me that another system called "Arrier" was down and he thus couldn't release the job card. I waited for 2 hours or more for this system to come back online, but it never did until he then said I should come back today (04/09)2024), I had no choice but to leave.

I obviously had to start at work today, when I knocked off, I rushed to highveld mall so I can get there before they close at 18:00, indeed I made it in time, I arrived there at 17:10 finding Mpho at the door, I reminded him who I am and why I came, he told me he thought I would come in the morning because now he is at the door and cant help me anymore, as he was busy entertaining another girl who arrived at thr store around the same time as me, while i was begging for assistance, a Telkom employee by the name Felicia stood up from her desk to atleast help me get a ticket. At 17:21 I got my ticket (90) I went to sit and waited for assistance, the system called me to go to counter 2, I got there explained my situation to this guy (forgot his name) after I explained he tells me to go sit down because the system apparently skipped number 89 and called me out, I did as he said and went back to wait. After a long wait, Felicia once again decided to step in and call me to her desk for assistance... To my suprise, as she was trying to help me, apparently the system was down again. Once again I have been advised to come back tomorrow...

As much as I commend Felicia for her attempts to assist me from when Mpho decided to entertain a girl rather than help me to when she saw this guy telling me to go back and sit, the attitude from both Mpho and this guy on counter 2 stinks, this is not the level of service that I pay for at Telkom