Worst customer experience ever received by Telkom Mobile Tygervalley

<p>Dear Telkom </p> <p> </p> <p>Firstly I would like to thank you for spoiling my festive season and my holiday! </p> <p> </p> <p>After being with Telkom for over 2 years I decided to upgrade my handset to a I Phone 6 around August. About a month later the I Phones WIFI stopped working. Seeing that the handset was still under warrantee, I took it back Telkom Mobile Tygervally the handset was booked in for repairs. </p> <p>The store assistant assured me that it will take no longer that 21 working days for me to receive the phone back or receive info regarding whether it needs to be replaced or repaired. </p> <p> </p> <p>A month passed and still I received no communication regarding the pickup of my device, when asking the store for assistance all they could tell me was that it still hasn't been sent back from Jhb. </p> <p>I was given a number of a 3rd party repair center based in Jhb of which I had to call, just to find out that my device has not been fixed because the repair center was waiting for the store to request my password. The repair center had at that pint already requested a password on 3 separate occasions and if not for my call the device would have been sent back unfixed. I had to give the repair center my password a month later! </p> <p> </p> <p>Throughout that week I was in communication with the repair center regarding the progress of my device. The technician found no fault because when the phone was booked in, it was booked in under a faulty battery and not faulty WIFI. I then had to inform the repair center of this and I was told the device needs to be sent back to CPT and be booked in again for the correct fault. </p> <p> </p> <p>Almost 2 months later the device was sent back and apparently no faults was found. When informing the manager of my concerns regarding an unfixed device, he informed me that should the same issue occurred he will personally request that my phone be replaced.</p> <p>A week after I received the phone back, the same issue occurred! I was unable to make it back to the store because I was leaving the county on holiday the next week and could not afford to go away without a contactable phone. </p> <p> </p> <p>While on holiday in Thailand, relying solely on WIFI to contact my family, the same issue occurred and I was left without WIFI for 3 days unable to contact anyone in South Africa. </p> <p>As soon as I got back to SA I took the device back to Telkom Mobile Tygervalley and got told that the device needs to be booked in once more. After asking to speak to the manager numerous times a store assistant was sent to me impersonating the manager who refused to come out. </p> <p> </p> <p>She could not guarantee that my device will be replaced, nor repaired nor sent to an Apple accredited repair center, but rather advised that I should take the phone to Canal walk for repairs myself knowing that should I do that it would be at my own cost and I will lose any warranty left on the handset. </p> <p> </p> <p>According to the Consumer Protection Act 68 of 2008 Section 56:</p> <p> </p> <p>Imp**** warranty of quality<br /> 56. (1) In any transaction or agreement pertaining to the supply of goods to a<br /> consumer there is an imp**** provision that the producer or importer, the distributor and<br /> the retailer each warrant that the goods comply with the requirements and standards<br /> contemplated in section 55, except to the extent that those goods have been altered<br /> contrary to the instructions, or after leaving the control, of the producer or importer, a<br /> distributor or the retailer, as the case may be.<br /> (2) Within six months after the delivery of any goods to a consumer, the consumer<br /> may return the goods to the supplier, without penalty and at the supplier’s risk and<br /> expense, if the goods fail to satisfy the requirements and standards contemplated in<br /> section 55, and the supplier must, at the direction of the consumer, either—<br /> (a) repair or replace the failed, unsafe or defective goods; or<br /> (b) refund to the consumer the price paid by the consumer, for the goods.<br /> (3) If a supplier repairs any particular goods or any component of any such goods, and<br /> within three months after that repair, the failure, defect or unsafe feature has not been<br /> remedied, or a further failure, defect or unsafe feature is discovered, the supplier must—<br /> (a) replace the goods; or<br /> (b) refund to the consumer the price paid by the consumer for the goods.</p> <p> </p> <p>Based on the above legislation Telkom should either replace or refund, and not repair for a second time. </p> <p>I feel that as a paying consumer, not having a device for almost 2 months and now again wanting to book in a pone that should be replaced is unacceptable. At no point has Talkom Mobile Tygervalley assisted in anyway with anyone of the issues I've been put through and this lack of customer service leads me to take this further with the telecommunications Ombudsman ICASA should I not be satisfied by next week.</p> <p> </p> <p>Its a shame that one has to go to these great lengths to receive satisfactory results. <br /> </p> <p>Yours disgruntles</p> <p> </p> <p>Charmlynne Villet </p>