Warranty Issue

Good day

I am naledi kgoadi, a contract client with telkom mobile no: ********** 030.

I have recently upgraded my contract in december and I have also included a laptop contract which is for a Dell I-spron.

2 month ago I started experiencing problems with the laptop as it was running slow and I took it to telkom mobile shop in menlyn for inspection.

Solomon Sehume who is the technician helped me on the day, Then collected the laptop after 2 days. Now after that, the laptop can't be shutdown from the power button or the shutdown menu.

I took the laptop back and reported to the same technician and he helped me to log a call with the warranty company that telkom works with and has tried to help with platinum warranty tiresless.

Firstly these is where the problem starts, platinum warranty agent who was helping us states that my laptop is not covered for liquid damage, electrical damage, software damage and physical damage.

I have asked the agent quite a number of times, what does the warranty cover and they responded by saying manufacturing faults.

The agent says to determine what is the source of the problem is, I have to pay which I highly not agree with and I had the laptop for 3 month, the agent says it is definitely a software issue without having it evaluated and I am not covered for.

Secondly, on the 18th of April I went again to telkom mobile shop and I was referred to Ann Alberts who is the store mnager or one of the superiors and to my disappointment i didn't get any assistance from her, she informed me that there's nothing she can do and all queries should be resolved with platinum warranty.

When I signed the contract I signed with telkom and I don't remember being informed of any third parties that I would have to liaise with pertaining to any issues regarding my contract.

Therefore I have escalated the issues to Gordon who is the regional manager with a hope of getting assistance regarding my laptop, to my disappointment he didn't even respond to my communication. I have asked this question to platinum, Solomon, Ann and Gordon, if a laptop is not physically damaged or liquid damaged or software damaged or electrically damaged, what would damage it? And if warranty is not covering that what is it covering? And if you tell me manufacturing faults then how will I be able to identify these faults without switching it on, because when it's on I am at risk to electrical damage and software damage and I am not covered for either of them.

Its sad how big organisation treat clients like this, I see that one needs to throw tantrums to get assistance because till this far people who are being assisted are the one's who are making the biggest noise, for we see it on-line.

I look forward to your positive response and assistance in this matter as I would love to resolve the issue and get this laptop working for I need it for my business.

Regards Naledi Kgoadi ********** 030/ ********** 254