Telkom DSTV Explora deal failure

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DeathStrike

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Hi guys.

2 months ago I called Telkom for a 10mb line upgrade. And while on the line I heard about this special for a Dstv explora for free subject to sign a 24 month contract.

No problem. I have no intention of dropping my line speed over next 24 months.


So I get hold of a agent. Place my order and I am told the Dstv explora will arrive within 7 business days.

Two weeks go by and I get a call from a third party company that is calling on behalf of Telkom to make the delivery. So I give my details and they say I must have proof of address for RICA.

I tell them I didn't order any cell phones so why do I need to RICA. They can't explain because they don't know what is in the box. I tell them to hold off on delivery until I can confirm with Telkom.

I tweet to Telkom asking wtf and I get a call back saying that the wrong option was selected by the agent and I was listed to get 4 sim cards along with my explora.

I was upset and told them no I didn't order any sim cards and they need to fix my order as I am not paying for it. They fixed the order and said when the delivery company comes I must just accept the explora and send back the sim cards.

3 more weeks pass and I tweet Telkom again where is my explora. Response is they have escalated the issue and will provide me with feedback as soon as they have it. Another week and I tweet again. Exact same response.

I am at my wits end with Telkom and they can't give me decent feedback. I know the explora is free and all but damit I can't take this. Why can't I just walk into a Telkom store and pick up my explora. They have already placed the explora onto my bill which I guess means I can't cancel the thing as they said I would be liable for the device then.

Anyone else have a similar experience with this Telkom deal?
 
DeathStrike said:
Hi guys.

2 months ago I called Telkom for a 10mb line upgrade. And while on the line I heard about this special for a Dstv explora for free subject to sign a 24 month contract.

No problem. I have no intention of dropping my line speed over next 24 months.


So I get hold of a agent. Place my order and I am told the Dstv explora will arrive within 7 business days.

Two weeks go by and I get a call from a third party company that is calling on behalf of Telkom to make the delivery. So I give my details and they say I must have proof of address for RICA.

I tell them I didn't order any cell phones so why do I need to RICA. They can't explain because they don't know what is in the box. I tell them to hold off on delivery until I can confirm with Telkom.

I tweet to Telkom asking wtf and I get a call back saying that the wrong option was selected by the agent and I was listed to get 4 sim cards along with my explora.

I was upset and told them no I didn't order any sim cards and they need to fix my order as I am not paying for it. They fixed the order and said when the delivery company comes I must just accept the explora and send back the sim cards.

3 more weeks pass and I tweet Telkom again where is my explora. Response is they have escalated the issue and will provide me with feedback as soon as they have it. Another week and I tweet again. Exact same response.

I am at my wits end with Telkom and they can't give me decent feedback. I know the explora is free and all but damit I can't take this. Why can't I just walk into a Telkom store and pick up my explora. They have already placed the explora onto my bill which I guess means I can't cancel the thing as they said I would be liable for the device then.

Anyone else have a similar experience with this Telkom deal?
Click to expand...


You haven't received the product, they must re-imburse you for the months you've paid without the product, and until you do receive the product, I would be suggesting you can still cancel the "contract"...
 
Not sucha good deal anyways, saw the ad on TV last night, 899pm for 10mbps line with a 50GB cap. Dafuq?
 
24 month contract with a business as incompetent as Telkom. Well done.
 
I was also looking at this offer and their advertising is incorrect as they say free DSTV Explora but when you read the t&cs you pay R99 per month for the explora. How the fark is this "FREE" ?
 
DeathStrike said:
No surprise here. Same response.
Click to expand...

Escalate back, and tell them they have until the COB tomorrow to rectify the issue, and refund you the extra money billed, or you will be cancelling the contract at no penalty to yourself.
 
Sacheen said:
I was also looking at this offer and their advertising is incorrect as they say free DSTV Explora but when you read the t&cs you pay R99 per month for the explora. How the fark is this "FREE" ?
Click to expand...
The T&C is for an Explora/WiFi Connector promotion, not for this deal. Explora is free with the 10MB+ upgrade
 
And basically the same response. They are currently looking into my issue and apology for inconvenience. Useless idiots.
 
Yes. But can not one of them give me a decent piece of feedback? All I am looking for is... Oh sorry we have misplaced your device. We currently out of stock. We getting new stock by x date and you will receive it shortly after that. Is that too much to ask for?
 
Are you still being nice to them?

It's simple. . Respond and tell them they have x amount of time to sort it all out or everything is cancelled at no penalty to you.
 
Check the TOR (Term of Reference)

Luke7777 said:
The T&C is for an Explora/WiFi Connector promotion, not for this deal. Explora is free with the 10MB+ upgrade
Click to expand...

I have also taken them up on this deal, and this is correct. You have obviously taken the R799 deal that includes the DSTV explora. This deal is subject to paying upfront for the DSTV explora, if you do not qualify i.t.o the ITC check requirements (aka affordability), after which you would end up paying an upfront deposit of R1, 799. I was also shocked to hear that Multichoice wanted me to pay R1799 upfront for the Explora therefor the friendly sales agent switched me to the R899 deal, hassle free :D

Any 10Mbps line upgrade should get you qualifying for the R899 deal which includes the DSTV Explora and 5 Sim Cards for Telkom Moibile network . It sounds like you are trying to change the Terms of the Contract Agreement for this deal, that is why they might just put you on a normal 10Mbps line upgrade with the 50 GB data upgrade. You will be lucky to still get the option of paying off the Multichoice DSTV Explora on a monthly basis. I was almost forced into paying off the DSTV Explora upfront with R1,799. I would advise you to inquire before making the commitment of paying them a monthly sum of money. Telkom has been known to abuse such instances where they can "fool" the customer into still paying the same amount for services not rendered. :erm:
 
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I checked their website and it shows that you can in fact get the 10mb line only with the explora. Which is what I signed up for. I am not changing any terms. Come Tuesday I will be calling them to tell them they have till Friday to get me the explora or cancel the deal.
 
Wow.. you are a seriously lenient customer. I would be phoning them on Tuesday and telling them it needs to be in my hands by Wednesday at the latest.
 
I feel really sorry for the many good people at Telkom. It must be immensely frustrating working at a place where customer-facing staff mess up.
 
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