Worst experience with a company...ever

<p>I would like to bring a matter to your attention that requires urgent escalation as your *********** employees are unable to provide me with proficient or satisfactory service.</p> <p>I booked my home router in on the 9th of April to your Greenstone Mall branch after it had stopped working. The branch informed me that the router would be sent away to be checked that they would keep me informed. I did not receive an update for almost 3 weeks. Whenever I try and call the branch, the line is busy. Whenever I try to speak to a consultant or post to your social media pages, they cannot pick up my reference and can’t assist me. Eventually on the 8th of May, I received an SMS stating the router was allocated to a repair centre for repairs and they provided me with ***. Everything appeared to be in order and it seemed as if we were getting somewhere.</p> <p>Another few weeks went by without any update or indication as to when the repairs would be completed. I posted to your social media pages again and they informed me that it takes up to 21 working days to complete the repairs. This is not a problem, I understand that things take time, just as long as I am kept in the loop. On the 24th of May, I received an SMS indicated that the router had been dispatched to the Telkom Direct Store in Greenstone and would be delivered in 4 days. I waited a week to be sure that the router would be there before I visit the branch…</p> <p>Yesterday I went to the store to collect my router. When I went to the consultant and asked for the router, she only came back with a charger. When I told her that my router was handed in with the charger, and not only the charger she told me to “not be ***********, because I only gave the charger”. Not only did she make it clear that I was a ****, but she also insulted me. I asked her to call the manager and the manager also told me that I did not hand in the router. By this point I was fuming, because your employees made me out to be in the wrong, when it is clearly not the case. The manager eventually told me that “they will see what they can do and maybe send an email to find out what happened to the router”. It seems to me that the router might have been misplaced or lost during transit. I asked the manager if I can be issued a temporary router until mine arrived and they advised that they are no longer able to do this. After not receiving a satisfactory outcome that would assist me (the client) and deliberating what we can do, the branch manager lost patience and actually called security to remove me from the shop. Not only was I insulted, called a **** and provided with no resolve to this matter, I was also treated as if I am a ********.</p> <p>In light of the above, I would like to highlight the following:<br />• I have been paying for a service that I have been unable to use for the last 2 months. <br />• I received minimal feedback on this matter and there is a clear lack of communication on Telkom’s side.<br />• What is the purpose of having a call centre or branch contact number if one is unable to assist client’s with faults and the other’s line remains busy almost indefinitely. If I may ask, please try and contact the branch telephonically and see if you are able to get through to anyone. <br />• Staff attitudes are poor and willingness to assist clients are non-existent. <br />• From a customer’s perspective, this has been the most unpleasant experience I have ever had with any company.</p> <p>I believe that I am not being unreasonable by demanding the following:<br />• Telkom return my router to me within 7 days.<br />• If you are unable to, provide me with a temporary router within 7 days<br />• If you are unable to, provide me with a replacement router within 7 days.</p> <p>If the outcome is not to my satisfaction, I will escalate the matter further and see what can be done by approaching ICASA, the CGSO and the South African Media to make my voice heard. </p>