Telkom - Lack of Accountability

I am hoping someone from Telkom will be able to read this review.

On Friday (27/11/2020) afternoon, I received an email prompting me that I am due for upgrade and that I also qualify to choose a package from the Black Friday deal.

Around 1pm I tried calling the upgrades department a couple of times without my call going through and finally around 4pm, one of the consultants (i.e. Nkosingiphile) picked up my call. I understood that this was due to heavy call volumes they were experiencing on the day and I had no issues with that.

The consultant I spoke to was very impatient with me and didn't seem to be interested in helping me and yet I remained calm and we proceeded with the application for a Huawei P40 lite which included a Huawei fit watch for R399x 24 months.

I was informed that this deal would be subject to availability of the watches and that I would be sent an sms informing me of the delivery date.

However, subsequent to the call I had on Friday, I received a call today from one the consultant informing me that I qualify for an upgrade and I should confirm which package I want to upgrade to and advised the lady that I had already went through the application and I was awaiting confirmation on when the phone will be delivered. The lady then told me she'll investigate and revert back with an update on what happened as they have not received any application for my upgrade.

As promised she did come back to me and told me that the application was only submitted this afternoon and unfortunately the deal I has selected is no longer available as it was a Black Friday deal and I should choose another package.

One thing that disturbs me about the whole process is the lack of accountability from Telkom to admit that the fault was on their side as the consultant that initially assisted me failed to process my application in time and as a result of that I forfeited the deal. It would have been easier for me to accept that and now I find it difficult to remain with a company that doesn't value it's customers through the service they offer.