Telkom failed service

I am a Telkom client +/- 10 years; I spend +/- R3000 on a monthly basis

I opened up a third contract in-store and I was assisted with a colleague named Lisa.

The experience started off bitter sweet as this agent faxed the wrong paperwork off to begin with and it caused an extended wait however my current problem is as follows:

Due to the agent being greedy for commission on a contract -as she is not whom I deal with on a regular basis she FAILED to disclose that I had to immediately register the device with Samsung Mobile Care.

I am aware of ADH service and therefore specifically asked the questions relating to screen repairs as this is not my first Samsung device, however your consultant omitted to tell me that this service no longer exists /or is not applicable to my new device which was the Samsung NOTE 8

She advised that I could register for ADH any time after collection that the first repair is free as it under warranty – which was incorrect information and did not explain the T&C’s, which was that the device needed to registered immediately with Samsung Mobile Care in order to be eligible for the screen repair within 30 days of purchase.

I am now faced with the dilemma having to get my screen repaired due to her incompetence and not giving me the correct information, that Samsung Mobile Care is refusing to repair the device and expecting me to incur a charge of R5000.00.

They require the Proof of purchase to verify purchase date, to process the repair and because of your consultant and her service failure this is futile as I am outside of the 30days window.

They have re-directed me to back to the Telkom direct store.

I had an interaction with your ‘manager on duty’ – Savannah (which should not be in leadership role in all honesty)

She was rude, abrasive and displayed no problem solving s****s whatsoever –other than passing the buck to the consultant I am told no longer works there and blaming me the customer, which I found absolutely ridiculous!

As a sales consultant I would expect a level of understanding and knowledge when selling contracts –and not simply advising customers false information simply for a sale –which is bad practice.

Furthermore I did ask questions as mentioned above which indicates to me this consultants lack of training when it comes to explaining T&C’s and process (or not even being aware)

I have spoken to Samsung Direct and they in turn advised that they have had multiple complaints from different customers that experienced the same issue with the Samsung Mobile Care process not being explained from Telkom consultants to their customers.

Furthermore they have told me that all sales consultants have to disclose this information to Samsung device users – in this case was not done.

I refuse to be held liable for the incompetence of sales consultants and I will take this matter further to the ombudsman for consumer rights as I am sure that this is in contravention against the Customer Protection Act.

As a resolve I expect that the Telkom Canal Walk store takes responsibility for the repair and have it charged to the stores account.

I will not pay R5000 for this repair as your agent failed to give me all the information when opening up my contract and was not truthful.