TELKOM GROSS INCOMPETENCE

Item: Telkom
Rating: 1
Author: Sivuyise D

Below is an email I sent to Telkom Mobile agents on 19 July 2017. It is now 05 August 2017 and I am yet to receive any satisfactory assistance. The email below was preceded by at least two phone calls to 10213, and I have made at least six more calls to 10213 since. I have also sent about three more follow-up emails since my first email . Here is the first email I sent, which mostly captures my experience with Telkom Mobile: --- Good day I am aware that the application was approved and the first debit order was successful. Since the approval of the application and the first debit order, a Samsung Galaxy S8+ 64GB smartphone with a Samsung Gear VR and controller was delivered to me on Friday 14 July 2017. On the same day, I received a call from Telkom that the wrong colour smartphone was delivered (I had not opened the package at the time of the call). I was informed that a courier service was on its way to pick up the whole parcel (smartphone + Gear VR with controller), and the correct package (smartphone + Gear VR with controller) would be delivered on Monday 17 July 2017. On Monday 17 July 2017, I indeed received a new parcel (smartphone + Gear VR with controller) via. courier with the smartphone in my preferred colour. Yesterday (Tuesday 18 July), I unboxed and set up my new smartphone and it is seemingly in good condition. I also had my new Telkom SIM activated, my number ported successfully and my files from my previous phone transferred to the new device. As far as I can tell, there is nothing wrong with the smartphone and I am satisfied with it. However, when I tried to use the Gear VR with controller I noticed that the smartphone is too big and cannot fit into the Gear VR. I then checked the packaging of the Gear VR, I realised that it is the Gear VR Innovator Edition for Galaxy S6. The device that I have and ordered with the Gear VR with controller is the Samsung Galaxy S8+. The Gear VR delivered to me is not compatible with the Galaxy S8+. I called Telkom this morning (Wednesday 19 Julyat about 8AM) to report this and have the Gear VR in my possession replaced with the correct version, i.e. the Samsung Gear VR (2017). I was initially asked to go to my nearest Telkom Mobile store. However, I indicated that this is not workable for me as I am a fair distance from the nearest store; I do not own a private car and rely on public transport; and my working hours and social commitments do not allow me to easily commute to the nearest Telkom Mobile store. A courier service to collect the device in my possession and deliver the correct one would be more workable. I was then told that arrangements will be made, and I would be contacted shortly to confirm the details. About six hours later at 2PM, I called Telkom to indicate that I have not received a confirmation of the arrangements for the replacement of the Gear VR. An email of my query/request was then supposedly sent to the relevant people in Telkom to handle. I asked for a copy of this email, but I still have not received it. At about 4PM, I called Telkom again and informed them of my issue again. This email I have received now is a result of the last call I made. However, the email does not tell me anything that I do not already know. My request henceforth is that I get an email confirmation from Telkom, outlining the following: - Acknowledgment that the version of the Gear VR delivered to me on Monday 17 July was the incorrect version - Confirmation of the details of the correct version of the Gear VR that should have been delivered to me - Confirmation that the Gear VR in my possession will be collected by a courier at no cost to me, and the details thereof - Confirmation that the correct Gear VR will be delivered to me via courier at no cost to me,and the details thereof - A commitment to expedite the courier collection and delivery referred to above (it took one working day to complete the previous replacement process) The last point above is of utmost importance to me. It is now 19 July and Telkom is yet to successfully complete an online order that I made on 12 June (over a month ago). When I first made the online order, I received a call and went through the whole long application process (which I do not understand as all the information was in my online application). Only after this long process was I informed that the device is out of stock and that I will be contacted in a week's time when the device is in stock. Almost two weeks later, no one from Telkom had contacted me. I had to call Telkom back myself and I was informed that there was no record of my order. I had to go through the whole long application process over the phone once again. From the end of that call, it took Telkom another two weeks to process my order and deliver it to me. Once delivered, it was not what I ordered (I did not mind this as the replacement was delivered one working day later). But now even the replacement order does not seem to be the correct order, and I must wait again. In closing, surely it cannot be acceptable for a client/customer to be put through all the experiences I have outlined above. I purposefully cancelled my contract with my previous service provider because I thought Telkom offered a better service for better value. It took all of five days for my previous service provider to complete my order when I first subscribed to them. I have now had to contact Telkom about some issue related to my order at least six times over a period exceeding a month, which is more times than I ever had to contact my previous service provider about anything for the entire six years I was with them. I hope I have now comprehensively outlined the issues and that Telkom will see to it that the issues are resolved expeditiously. Thank you for your kind assistance and cooperation. Kindest regards, --- Cancelling my Telkom Mobile contract is now fast becoming a possibility as the incompetence and inaction of Telkom Mobile amounts to a dereliction of duty. I have fulfilled all my duties and responsibilities to Telkom Mobile, but they do not seem to be interested in granting me the same courtesy. Regards, Disappointed and defeated soul of a Telkom customer

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