Telkom express gateway..... terrible is an understatement

5th November 2019 at around 18:30 I visited the Telkom express store in Gateway. I spoke to Mr V Muruge I advised his that I am looking for a prepaid router.

I told him that I have 2 10GB sim cards that I have with Telkom which i will be using on the router.

I also asked him if he would be able to change 1 of the sim card into a ADSL line, she said because was not on my name he would not be able to check.

I explained to him that I was doing online teaching and i was using my phone hotspot on my laptop however every-time a lesson starts it disconnected. He then suggested that I purchase a Huawei Mobile WiFi router (E5572-321) the router was R500 and a simcard which I didn't need at R99... he said it was a thank you to me for purchasing the router. I asked him if it was going to worked and he reassured me that this router will be fine. He then went on to check coverage in my area and he said i shouldn't have a problem.

I came home that night and connected the router to my laptop and it gave me the same issues. i was able to log on to the teaching site but as soon as I start the lesson it disconnects.

I took the router back to Telkom the next day with my laptop to show the salesman what was happening, this was the 6th of November, unfortunately Telkom network was down, i was told to take the router back home re-start the device and try again. If it still doesn't work take screenshots and bring the router back for a refund.

I emailed the screenshots to Mr V Muruge. after sending the email, i tested the connection by doing a skype call and video call which also didn't work.

I didn't get any feedback from my email so i then made a trip back to the store. Wow the service is received was appalling, a lady was the assisting Mr V Muruge with the query at this point i didn't even know that she was a manager in the store. she didn't even introduce herself, she just started talking. I tried to explain the following > I use this for online teaching > i need something that works > i explained that another provider using Telkom came to my house and i used a B3 router and it works > if they are unable to upgrade the device with something that works give me back my money so i can go to somebody that can help me.

the lady told me that she will escalate the matter and it will take up to 21 days

i had reached a point where i had to be the bigger person by walking out the store leaving everything behind..... they really did not care.

i stood outside the store and made a call to the Telkom customer service department. i explained what happened and it was agreed that Mr V Muruge sold me the incorrect device and i should be getting a refund.

the lady from the customer service department spoke to the manager and it was agreed a case will be opened for a refund case number ***1.

before i left the store that day i explained to Mr V Muruge that i am using this for work, I will be going a getting something that works for me while i am waiting for a refund on this device.

i received a call a from a guy, i then explained the whole situation again.i also made him aware that this device was purchased for me to work of, if i don't work i don't have an income for my kids. his response to me is that i purchased the device from the store i saw the device before i paid for it which i agree 100% however I was told by Mr V Muruge that this is what will work.... i went of his advice as i have no knowledge of these things. He told me that he if i get a refund on this device Mr V Muruge will have to pay for the device out his own pocket. I received an SMS saying that the case was resolved. only to go back to the store for them to tell me the case was not for a refund.... he then advised he is logging a new case ***8. he said the time-frame for this case is 72 hours but his going to email direct and i will get an outcome as soon as possible.... WHAT A JOKE!!! i had to call the store 3 times

today i was told that i will be getting a refund... they are looking for somebody that is willing to buy the router from me... they will know by tomorrow afternoon if the person is taking it of my hands for sure at the price of R400....

what a complete *******... i need to be out of pocket due to Mr V Muruge being desperate to make a sale... what nonsense is this.

i wonder if i just wasted my time or i will get a call regarding the mess up