Telkom's lack of effective service and delivery

TO WHOM IT MAY CONCERN

Good afternoon,

I would like to lodge a formal complaint about the lack of effective service received from Telkom with my latest upgrade AND request feedback about how the matter will be rectified.

On the 13th of September 2022, my husband, and I went to Telkom's Menlyn branch to do a cellphone upgrade. The phone selected was in stock and was well received. We decided to add a Samsung Galaxy watch 4 to the contract, which was not in stock at the time of purchase. We were informed by the consultant that a shipment was expected the following week and we were assured that the waiting time would not exceed two weeks.

To date, we have been waiting 3 weeks and 3 days for the watch. We have followed up 9 times with the consultant via WhatsApp and 3 times with the branch manager via email. Both individuals have indicated (each time) that they are awaiting shipment and that it will be delivered soon. The manager also indicated that he has escalated the matter to head office with no helpful response.

I believe that this waiting time for a product is absolutely unacceptable and completely absurd. We have been clients of Telkom for at least 5 years and have never had such a problem.