Poor Service, Delays, and No Accountability – Still Waiting After Over a Month

On Wednesday, 11 March 2026, I booked my Samsung Galaxy A55 in for repairs at the Telkom store in Mitchell’s Plain. The consultant who assisted me in-store was excellent—helpful and professional, and she deserves recognition.

However, everything that followed has been nothing short of frustrating and disappointing.

A few days later, I was contacted by the insurance team and asked to complete a claims document requesting additional information—which I did promptly. After that, communication completely stopped.

On 4 April (almost three weeks later), I followed up for an update as the 21 working day turnaround time was approaching. I then received a response from Noxolo asking me to complete the same form again, specifically requesting the IMEI number—information that had already been provided when the phone was initially booked in for repairs.

I questioned why this information was being requested three weeks later, but instead of a clear explanation, I received repeated generic responses from multiple consultants (Jelissa and Nthabiseng), all stating the same thing: that the IMEI number was required to proceed. No accountability, no proper explanation—just copy-and-paste replies.

On 8 April, I reluctantly resubmitted the requested documents and clearly stated that I wanted my device returned to me by no later than 15 April 2026, regardless of whether the repair was completed.

On 13 April, I was then informed—after more than a month—that I needed to pay an excess of R1,643.85. At this point, I had completely lost confidence in the process and immediately requested that my device be returned unrepaired and that my insurance be cancelled.

After further back-and-forth, my insurance was only confirmed as cancelled on 15 April. I was advised by Sharon that it would take 3 working days for my device to be returned.

Today is 22 April 2026, and I am still waiting.

Despite following up again on 21 April, I received yet another vague response stating that the matter is “highly prioritised.” This has clearly not translated into any real action.

This experience has been unacceptable. I am paying for a service that I am not receiving, dealing with multiple consultants on a single case, with no ownership, no urgency, and no accountability.

At this point, my expectation is simple: I want my device returned to me, unrepaired, no later than Friday, 24 April 2026.

This level of service is extremely disappointing and reflects poorly on the organisation as a whole.