Telkom Chastworth

On the 19/02/2023 my mom went to theTelkom at the Chatsworth Centre to book her phone in as the phone stopped charging. There was a consultant by the name of Shanice whom assisted by booking the phone. She had taken pictures of the phone and all paper work was submitted to her. She gave my mom a repair request form which has most of the incorrect faults and comments about the phone. When we asked her about it she said she will get back to us. The phone sent in by Shanice was still on warranty but when sent to the repair centre, it seems like Shanice did not correctly follow processes on submitting all correct paperwork and again this was all provided to her by my mom.

We were asked to pay an amount of R2000+ , as we assume this is a quote given by the repair centre for an out of warranty device. Again correct information was not filtered through correctly to the repair centre.

The saddest part is for the last 7 months we have not been updated about the phone. Every time we went into the store Shanice was too busy to contact my Mom. My mom has been in the store for the last 7 months without a phone and feedback. Shanice who is currently now the Store Manager of the Store upholds no Customer Service Experience and no Values of Retail.

My mom was told by the other consultants in store that Telkom would have never sent in the phone for repairs if it was damaged. My mom paid an amount of R189.75 for the phone to returned back to the store unfixed and damaged because of Shanice not submitting the correct information to the repair centre.

My mom has been a loyal customer to Telkom for years and we have never experienced unprofessional service before. She is also still paying Telkom for a contract where she does not even have the phone in use.

I really hope this matter is seen too asap and we are given back a phone in a working original condition.