Telkom not clear on their refund and return policy and customer has to suffer the consequences

To whom it may concern:

I purchased a Huawei mobile Wi-Fi router from Telkom Kaylami on the 18 May 2021.

I used the device for a week and noticed that there are connectivity issues if more than 3 users are on, the device has to be constantly on charge and it is really more trouble that it is worth.

Yesterday I went to the store that I purchased it from to return the device and perhaps get something better and to my disappointment this was not allowed.

Here is my issue: 1. When I walked into the store it was a Telkom store, non disclaimed to me this is an express store or FRanchise store etc. 2. The invoice that was given to me does not stipulate that the item has to be returned within a certain period [like all invoices are supposed to have] 3. The invoice also does not say anything about no cash refunds or credit notes. 4. The invoice also does not stay that the item was purchased from a Franchise store and that Telkom cannot be held responsible for defects, refunds etc.

The only solution the staff & store manager Sally, she refused to give me her surname, offered me was take the device in for repairs and it will take up to 21 working days to be resolved.

When I questioned what to do as a customer in the interim as I am now R699.00 out of pocket and now have to wait 21 days to determine if the device is faulty. Her response was that this is the policy. A policy that I was not made aware of as a customer?

I even went to the extent of asking for a credit note so I can utilize it to purchase a different device, this was refused. I asked if they could call a different branch [Mall of Africa] to see if they could assist me instead of me driving around to different stores in the midst of a pandemic, this was also refused.

I explained that the reason why I came to this specific store was due to them not being busy and less of a waiting period and risk.

No actually help, options, solutions etc. was offered by the Store Manager.

My husband who became irate and listening to this conversation raised his voice and the store managers response to this was to call security to have us removed from the store.

As the store manager rightfully pointed out when we left that it is all being recorded by the security cameras and the video footage can be drawn to see if anything inappropriate was done, it is a pity that the sound will not be available as you would then hear how unhelpful your staff really are.

This is also going to be posted on social media.

I as a customer should not have to suffer or bear the consequences of your invoices and return polices not being stipulated for the customer to make an informed decision.

The device is still with me not used, the free sim card issued to me is still on and was only used and inserted in the device by a "telkom" staff member.

I have your sorry excuse of an invoice with me also.

Please advise on the way forward in this regard.

Kind Regards, Ashnee Pillay Tel: *** Fax: *** email: ***