Terrible cell phone repair service from Telkom

Hi I have been receiving Terrible service from Telkom.

I have a unlimited plan with Telkom and i took out a P9 contract (Please note not the P 9 light) and I pay about 1 500 a month( including insurance) besides my other 2 P9 lite contracts I also have with Telkom.

Regarding the P 9, I had issues upon delivery, regarding software and sound issues, within the 7 day period I was re issued with another phone, with in the warranty period.. I then started having trouble with the Phone software and the battery life where i approached Telkom and they stated that it would take roughly 22 working days to look at. Within that Period i went to Huawei store around the corner where they checked the phone and advised me to take it to Telkom to have it replaced due to the fact i pay for insurance and they should resolve it for me, cause the issues im experience falls under warranty.

I hesitated cause i need a phone for work and to do my business. Which prompted me not to book the phone in cause ill be with out a phone.

Two months ago, the phone stopped charging and wouldn't switch on, i took the phone to Telkom to have it booked for repairs and i was in a rush due to the fact i needed to leave the Western Cape for a business trip and was unsettled due to the phone not working. Telkom refused to take the phone unless i had the whole box with charger and pin to open up where the sim card goes in. I proceeded to the Huawei store where they assisted me with a Pin witch i didn't have and the gentle man proceeded to assist me on what is wrong with the phone. Upon conclusion he asked me to smell the phone where there was a smell of something had burnt inside the phone the reason it wont charge or switch on as he also tried to see if it would charge. Again i was advised to take it to Telkom, as i pay for insurance for the phone.

I returned the phone to Telkom and I rushed the process for it to be booked and i asked if i could just sign and they can fill out the paperwork, due to the phone would not switch on or charge and smell of it burnt.

A month Passed i heard nothing from Telkom or insurance company, I started phoning around and finally came out to the right company where upon inquiring i was told some one would get back to me.I received an sms then to say the phone has been booked in for repairs. A few days later I get a email which I will also forward to all, that I must pay R 750 and no explanation whats wrong with the phone. I then emailed the person what is wrong with the phone and why must i pay. I received an unsatisfactory answer and then heard nothing again. I started about two weeks ago phoning, asking why no response and whats happening with the phone.

I was then told that the phone has a faulty battery and faulty software and a cracked LCD. But i didn't book the phone in for a cracked screen or LCD. It was booked in for burn smell, and the phone wont switched on or charge.

Out of frustration I phoned Elvis the store manager at canal walk(BTW the Telkom database gave me the incorrect number who has the previous managers number who left long ago) of mobile express store and complained, I then proceed to the store after he asked me to contact him later and I couldn't get hold of him. i then went to the Store. He heard me out and i wasn't happy with the response I got from him. Cause I explained my dilemma of the insurance company wanting me to pay. I remembered the black warranty card you get when purchasing the Huawei, for some reason. I returned to the Huawei store to look for the gentleman who assisted me with the Pin, cause he handled the phone, wanting him to ask him is there anything i can do about the phone. He wasn't available but a lady Jacky who was amazing, spoke to me about the P 9 that I own and how Huawei pays Telkom to fix there brand with 1 repair only for a LCD or a Mother board under Warranty. She went with me to Telkom to explain this to Elvis the Manager, who asked me to send an Email explaining all this. Jacky gave me a few email address to add and advised me to phone the Huawei call center who collaborated with her advice on the free LCD or Mother board for that particular model.

The reference number i received from Huawei is ********** 1. I then called the repair centre and delt with Tembane, but l wasn't happy with the response of me to pay the R 750 so the phone can be fixed for the LCD where i said no, where the best can befor me is give me a DR if i pay the R 750. Cause the phone is totaled but it made me think, I'm still not satisfied and very unhappy. But something is not adding up.

No one called me to advise me for 2 whole months on whats going on with the phone I first had to phone around, out of my own pocket before i found out whats going on, where after that no one got back to me from Telkom,. Then told to pay a R 750, so why must i pay if Huawei covers the phone for the first LCD and motherboard, where Telkom told me on the phone which the call is recorded, that its under warranty the battery and is software faulty the and LCD is cracked. But help me understand, how was it possible for Telkom to test this if there was a burnt smell the phone wouldn't charge or switch on to see if the LCD was cracked and they stated they tested and if the motherboard has damage. Where I was told today nothing can be salvaged on the Phone, how did you test this.

Why must i pay if Huawei has stated they cover for 1 LCD and motherboard for a P9 why must I pay for a DR if I'm not a fault. I refuse to pay the R 750 for a cracked screen, if someone at Telkom cracked it or not or evens if i did which i didn't. The phone was booked in for a Burnt smell, wont switch on or charge. Terrible Service from Telkom, I feel that Telkom should reimbursed me with a newer model P 10 I'm not changing brand and not at my cost.

Please can Telkom respond.