Telkom cradlestone poor customer service

On 13 June, I upgraded my contract a Telkom cradlestone. They gave me a Y7P Huawei phone and explained it does not have Google. I took it home and started migrating my apps and data to the new phone. I soon realised that some of the apps I use on a regular basis are not available on the Huawei platform and others don't have full functionality.

It went back to the store the next day to return the phone and I was told that is not possible because Telkom will suffer a financial loss. I asked to speak to the manager and was informed that the manager will be available on Monday and I should comeback then.

I came back on Monday 15 June and the manager was not there. This was frustrating because I had to take time off work to do this. I was asked to comeback on Wednesday when the manager was there, which I refused to do. In my interactions with the staff from Cradle I found them to be very rude and I did not trust them to handle my query with the care it deserves.

I spent over an hour at the store where by eventually they took my phone on in and informed that there would be a follow up. It seemed the staff were not fami**** with their processes and kept checking with each other as well as calling the manager to verify what they were doing. Once they were done, I asked Kgomotso Sathege to put it in writing and she refused. However I was provided a case number ***9. No one had contacted me. I contacted Telkom customer care and they informed that they had no received the device and that I should go to the cradlestone branch to get evidence that the phone was handed over to Telkom. I telephoned the store to request such evidence, and Kgomotso Sathege indicated that she will email it to me. She didn't which is careless and dishonest behaviour.

To date I have not been contacted by Telkom. The case that was opened on 15 June has not been actioned. I was billed for the phone which is not in my possession.

Telkom customer service is truly appalling and disappointing given that I have been their customer for the last 4 years.