Telkom Canal - Technical ****

I am writing to formally dispute the recent determination that my device is “out of warranty” due to suspected physical damage.

I purchased the phone on 04 January 2025, and reported screen flickering issues on 12 June 2025. The device was submitted for repairs on 15 June 2025, well within the one-year warranty period.

I was recently informed that the phone is no longer covered under warranty due to alleged physical damage. I strongly contest this claim, as the device has never been dropped or physically mishandled. When I visited the Canal Walk branch for clarification, the explanation provided was vague and speculative, with no clear evidence of damage.

This is the first time I’ve encountered such an issue with Telkom. I’ve previously taken multiple phones on contract and paid them off in full without any problems. This phone is brand new, and I find the current treatment extremely disappointing.

Additionally, while the phone was in Telkom’s possession:

On 19 July 2025, R2000 was withdrawn from my Nedbank account, reportedly using the phone. On 20 August 2025, another R2000 was withdrawn, both transactions traced to Johannesburg. When I inquired at the store, I was told the phone was still in repairs and that the repair centre is based in Johannesburg. I rejected the repair quote of R2148, as the phone is still under warranty. I was then asked to pay an R180 assessment fee, but the payment links provided have consistently failed. I’ve visited the Canal Walk branch more than 10 times, and as we approach the end of August, I still do not have my phone.

I urgently request the following:

A detailed written report explaining the basis for the “out of warranty” determination. Photographic or technical evidence supporting the claim of physical damage. A clear explanation of the next steps and timeline for resolving this issue. Clarification regarding the unauthorized transactions made while the phone was in Telkom’s custody. Please treat this matter with urgency. I am currently without a functioning phone and continue to pay for a device that is not in my possession.