Worst Customer Service EVER!!!!!

On Friday 13 Oct 2017 I contacted the Sales Department via the call centre at about 17:30 & spoke to a very friendly sales agent. I requested to reniew my current 10MB uncapped ADSL line to the unlimited home 10MB uncapped deal that includes a LIT Box & a new router. While the consultant was busy processing my order, I asked if they can exchange the LIT Box for me with an AppleTV. She put me on hold to find out & then confirmed that they can supply me with the AppleTV. During the call I asked numerous time to confirm that I will be receiving the AppleTV instead of the LIT Box & the consultant confirmed it. She also advised that the package can take from 24 hours up 7 working days to be loaded & also advised that my router including the AppleTV will be delivered within that time frame. So I received my reference number & was a very happy customer who is extremely looking forward to his new AppleTV as my entire home is setup with Apple devices.

So the following week Wednesday, 18 October 2017 I received a parcel from Telkom & could not wait to get home to open it. When I eventually open the parcel only my new Telkom router was inside the box & no AppleTV. I immediately phoned the sales department to enquire why there is no AppleTV delivered with my router. So a very friendly lady named Zandile assisted me after I’ve explained to her the entire situation & she managed to get hold of the original consultant to assisted me with the sales call. Then she advised that the consultant never said that I will be getting an AppleTV, but that she said it works like an AppleTV. I became furious when I heard that & demanded to speak to a supervisor. Zandile then advised that the supervisor named Linda Nkucha was busy on another call. She said that she will send him an email requesting to call me back, but guess what, nobody phoned me.

So on Monday 20 October 2017 I phoned again & requested to speak to Zandile Nkucha, but the consultant advised that the already left for the day. She advised that she will send him an email requesting that he URGENTLY should call me back about this matter. So on Wednesday afternoon I received a call on my home landline from a lady who introduced her as a manager/supervisor & said that she is following up regarding the email they received to contact me ‘URGENTLY’. So I once again explained then entire story to her & said that I want the AppleTV that was promised to me by the original sales consultant. She then informed me that the AppleTV is not offered with the package only the LIT box is although the sales consultant said that I will be getting the AppleTV after I numerously confirmed it with her. I then requested a copy of the sales call & was advised by the manager/supervisor that they do not sent copies of such calls to customers, but that I should go to my local Telkom store if I want to listen to the sales call recording. By this point I was FURIOUS & told the manager/supervisor that I want my AppleTV that was promised to me & I honestly do not care how they source it, even if the sales consultant have to pay for it. I also informed the manager/supervisor that I want a credit for the inconvenience caused until I receive what is promised to me. I was then advised that she will looking into this matter & get back to me with feedback.

To this day nobody has phoned me back with any feedback on when I will be receiving my AppleTV & I’m utterly disgusted in the level of customer service that I’m getting from your company. I’ve been a loyal customer for just over 2 years & my account is always on time. Telkom is quick to collect each months money, but when you make a mistake you have plenty of excuses instead of taking ownership & make the customer happy.

So can someone from higher management please contact me to get this matter rosolved before the end of this week??????!!!!!!! Ref: ********** 43A