Utterly unacceptable service delivery Telkom!!!

I took up a mobile contract through CellC towards the end of last year for a Huawei P20 Pro. The sales consultant told me that I was covered for 2 free screen repairs through Huawei for the device for the duration of my contract. Either way, I bought a screen protector as I wanted to make sure the screen remained without scratches.

After a week or so however, I removed the screen protector as it seemed to be affecting my accuracy when typing. Also, there was a corner which would not remain stuck in place due to the screen being curved and it kept clicking when I pressed in that area. My previous device had remained scratch-free for the duration of the contract (as well as for another 2 months or so) without a protector as I always keep it in my pants pocket without anything else and never leave it lying tables where it can possible be knocked off. the fact that I was covered for 2 free repairs obviously made me more confident to do so. I had decided that should something to the screen, I would have it repaired and then try a different cover if necessary.

As luck would have it though, the device slipped out of my pocket about 2-3 months ago whilst I was climbing out of my car with both hands full of grocery items.

I tried to contact the store in question to find out how to proceed but there number was out of order. I proceeded to contact Huawei to see if they could assist but was advised that the device in question was not in the list of devices qualifying for the free repairs and that I should return to the store where I had purchased it.

I went to the store and referred the matter to the manager. He advised me that he would refer the matter to the sales consultant in question and revert back to me and after a week or so of ups and downs he advised that the sales consultant had confirmed that he had in fact supp**** me with the incorrect information. I insisted that the matter be referred.

This process took another week or 2 but I was eventually advised that the device would in fact be repaired at no cost to me. the manager stated that either Telkom or Huawei would cover the cost - this was during the week before I planned to go down to the coast on holiday (around 07/06/19). I advised that I was leaving on 15/06 and requested that I wanted the device repaired prior to my departure date as the camera quality was much better than my back-up device's. He assured me he would do his best to accommodate me. A few days passed in which I heard nothing but after I followed up (more than once), I had to assume that I would not have the device back on time.

I then thought I'd receive feedback during my time away - nothing happened...

I then received a call from Huawei whilst I was away requesting that I accept the repair charges of around R4600 for the repair. I advised them of what had happened and stated that I would not accept the repair costs but would refer back to the store and requested a call-back from Huawei after 24 hours so I could get more information. Huawei would not proceed until I had accepted the charge.

I tried reaching the manager but was unable to do so. I sent him a WhatsApp which was received and read but still received no feedback.

Huawei contacted me after 24 hours but I told them I had still received no response from the manager but I would contact them as soon as I had a response.

I requested feedback again - still nothing - I decided I would visit the store upon my return.

I went back to the store on 4/07/19 only to be told that the Financial Manager had declined to approve the cost of the repair and that Huawei would be sending the device back to the store without performing any repair work on it as no one would accept the charges.

I am utterly livid with the whole matter and the way it was handled!!! Furthermore - the device I used at the coast (which I borrowed from my child and is not waterproof) got slightly wet and also stopped working. Mine is waterproof and would have been 100%. I have now had to borrow my other child's device and even he is so frustrated that he asked if I cannot use his savings money to pay for the repairs (he is only 7 yrs old!!!) *both kids purely use their devices for playing games!

I need resolution and I need the matter to be expedited!!!