Hi all,
I'm stuck in a rather irritating and frustrating position with Telkom mobile (Bellville branch). I took out a contract for an iPhone 6 around the beginning of April but there was a fault with the phone. It continuously rebooted itself, red screen, blue screen.. My father took it back for me (on my behalf) as I wanted a replacement. They informed my father that it needed to go to JHB for repairs and they logged it with the courier company.
When the courier went to collect the phone a day or two later, they did not take the phone as there was no "proof of purchase" supplied by Telkom. This seems crazy as I had just taken the contract out the week prior and I don't know why Telkom wouldn't have it. The courier "cancelled" the collection on their side after 7 days and it is up to the branch to reload the collection. I know this as the Telkom in N1 City gave me this information from the system.
It has now been 2 weeks and 1 day and as far as I am aware, my cellphone is still at the branch in Bellville. The branch doesn't answer their phone so it's impossible for me to get hold of them during the week as I am at work and they close at 5pm.
According to the terms and conditions, under the repairs and defects section:
8.1.4 On return of the Selected SE, the Consumer must:
8.1.4.1 describe what caused the Selected SE to malfunction or to stop functioning; and
8.1.4.2 allow the Telkom representative to inspect the Selected SE for physical damage and/ or signs of liquid damage.
8.1.5 Further to clause 8.3, the acceptance of the returned SE by Telkom is subject to the following terms and conditions:
8.1.5.1 the Selected SE will be sent to the Telkom technical centre for further examination, and analysis, which will take no longer than 3 (Three) weeks or such a longer period as notified by Telkom;
As of Tuesday next week, it will be three weeks since I handed my phone to them. At this point, surely they will be in breach of the contract? If so, I need to write them a letter to inform them that they are in breach and if they haven't resolved the breach within 20 days, I can cancel the contract (according to Section 11 of the terms and conditions).
Does anybody have any advice for me please? I have called the branch 20x or more, I have written a complaint on Hello Peter, Twitter, Facebook, their customer service email and literally have not received an ounce of help. I keep getting told it is a matter I need to bring up with the branch, but it seems they really don't care.
I'm stuck in a rather irritating and frustrating position with Telkom mobile (Bellville branch). I took out a contract for an iPhone 6 around the beginning of April but there was a fault with the phone. It continuously rebooted itself, red screen, blue screen.. My father took it back for me (on my behalf) as I wanted a replacement. They informed my father that it needed to go to JHB for repairs and they logged it with the courier company.
When the courier went to collect the phone a day or two later, they did not take the phone as there was no "proof of purchase" supplied by Telkom. This seems crazy as I had just taken the contract out the week prior and I don't know why Telkom wouldn't have it. The courier "cancelled" the collection on their side after 7 days and it is up to the branch to reload the collection. I know this as the Telkom in N1 City gave me this information from the system.
It has now been 2 weeks and 1 day and as far as I am aware, my cellphone is still at the branch in Bellville. The branch doesn't answer their phone so it's impossible for me to get hold of them during the week as I am at work and they close at 5pm.
According to the terms and conditions, under the repairs and defects section:
8.1.4 On return of the Selected SE, the Consumer must:
8.1.4.1 describe what caused the Selected SE to malfunction or to stop functioning; and
8.1.4.2 allow the Telkom representative to inspect the Selected SE for physical damage and/ or signs of liquid damage.
8.1.5 Further to clause 8.3, the acceptance of the returned SE by Telkom is subject to the following terms and conditions:
8.1.5.1 the Selected SE will be sent to the Telkom technical centre for further examination, and analysis, which will take no longer than 3 (Three) weeks or such a longer period as notified by Telkom;
As of Tuesday next week, it will be three weeks since I handed my phone to them. At this point, surely they will be in breach of the contract? If so, I need to write them a letter to inform them that they are in breach and if they haven't resolved the breach within 20 days, I can cancel the contract (according to Section 11 of the terms and conditions).
Does anybody have any advice for me please? I have called the branch 20x or more, I have written a complaint on Hello Peter, Twitter, Facebook, their customer service email and literally have not received an ounce of help. I keep getting told it is a matter I need to bring up with the branch, but it seems they really don't care.