Mtn Conversion

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SUPPLIER	Mtn	INDUSTRY	Telecommunications
BRANCH / AREA	Woodmead	COUNTRY	South Africa
TIME / DATE	13:48 Wed 11 Jan	PERSON RESPONSIBLE
CUSTOMER	Gaylin	View all reports by user	1 0
PROBLEM	Approval of contract	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Wed 11 Jan
HEADLINE	2 hr response time? Try 20 days still waiting...
Applied for a contract week before Christmas, was told it would take between 2 to 24 hours. Despite repeated visits and calls, I am still waiting! If Mtn has delays because of the so-called festive period, it should fess up and explain the estimated time it will take, not continue to provide false 'standard response' info. At least I can then make an informed decision based on my needs at the time. 'Let me look into it for you this afternoon', as if it would be imminently resolved (that was before Christmas), and 'yes I will call you back as soon as I have escalated it', again before Christmas with no word since - this shows a dismal lack of the customer centric value set you seem to espouse. I could have gone with another provider if I had known it would take this long, with so little communication about what's going on. Pull it together Mtn, I see this has been a problem for some time now. Add a new Mtn Report Inappropriate report?
SUPPLIER'S RESPONSE	Mtn	Time and Date	16:18:47 \| Fri 13 Jan 12
Hello Gaylin, Thank you for bringing this to our attention. I am terribly sorry for the inconveniences experienced. I sincerely apologise for the lack of good service experienced, this matter has been escalated to our store management to address and avoid such to occur in the future . Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you. Kind regards MTN SP Nonzuzo
CUSTOMER'S FEEDBACK	Gaylin	Time and Date	13:16:38 \| Sat 14 Jan 12
Not Impressed: I was told before Christmas that the issue had been escalated. No call from MTN, no mention of actions against timelines, and no mention of when I can expect to have the contract approved, no last name provided by the MTN contact. Is the expectation that I continue to wait? We are nearing a month since I applied. It seems the only way to effect change is to contact the exec of MTN. MTN is now topping my list for worst service delivery - perhaps I just need to try another provider.