My woes and delays with Telkom continue to frustrate

I AM sorry to get you involved again, but I am at the end of my tether with Telkom.

As per my e-mails below, and thanks to you, we at least got an answer from Telkom as to why my daughter’s phone was not repaired.

I thought I would update you on our progress and request your assistance again.

We handed my daughter’s cellphone (for the second time) in to Telkom Festival mall on the February 14 and on February 22 I received an SMS to say it was allocated for repairs.

I knew it would take about 20 days to repair so I was not too concerned that it had taken six days to reach the repair centre.

On March 9 I followed up with Jabu at the mall branch as to whether my phone was there or if he had any news for me.

He then copied me on an e-mail from the repair centre saying: “Please note that your unit has been received at the core service centre and it has been assigned to a technician.

“This mail is to inform you that we are currently experiencing a delay in assessing units. As soon as the unit is assessed you will receive an SMS and feedback.”

So I thought, all right, I’ll give them another week and hopefully an SMS or something comes back.

I then sent Jabu an e-mail a week later, on March 16, asking the same question again, to which he sent me a copy on the e-mail he sent to the repair centre asking them for information on the repair.

As of today, they still have not replied and I have still not received an SMS.

How is it possible and acceptable that Telkom can have the cellphone for 26 working days – 37 days in total – and still not come back to me?

If this was my old phone that I had dropped or damaged then I would have to suck it up, but this is a new phone that was not even four months old when we took it in.

We have to battle with my daughter using an old phone that dies or freezes while Telkom takes its sweet time to investigate if it should repair or replace the phone.

It would also help if you could phone the branch but you can’t as it is either engaged or just rings.

When I asked the lady why they don’t answer their phones, she told me that there is no one to answer the phones so don’t phone!

Need I say more? That is the kind of service you can expect from Telkom.

Luckily, Jabu was fantastic and tried to help.

Please can you find out what is happening to my daughter’s phone. Gavin Goschen Georgie: I raised the matter with Telkom, saying it’s a reflection of the frustration of many of their customers. Telkom’s media relations department has assured me it will get Goschen’s matter sorted out post-haste and that it has raised the numerous complaints about slack service with the provider’s leadership. Here’s hoping for a shake-up.

‘As of today, they still have not replied’