Mtn Conversion
 SUPPLIER |
Mtn |
 INDUSTRY |
Telecommunications |
| BRANCH / AREA | Midlands Mall (close to ... | COUNTRY | South Africa |
| TIME / DATE | 12:54 Mon 16 Jan | PERSON RESPONSIBLE | Call Centre |
| CUSTOMER | larsenm | View all reports by user |
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| PROBLEM | Feedback / Response |
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| INCIDENT | Mon 16 Jan | ||
| HEADLINE | What customer care? |
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| My husband has currently got a contract with MTN, which he has had for a number of years now. In Dec '10 he upgraded to a Nokia 6710 Navigator,he was not happy with this phone from day 1.He is a great fan of Nokia phones and still is,but this one was playing up-the screen would zoom in and out on its own without being touched-while browsing.So after some persuasion from myself he finally approached MTN at the Midlands Mall they acknowledged the problem & said they are aware of it as it is a software problem and has to be reloaded - great! problem solved or so we thought. They requested a copy of the signed contract,we could not find ours at all, fortunately they advised that by phoning the call centre one could request the contract to be e-mailed. Nice,but then 4 phone calls later of holding on for easily 15 minutes at a time still no joy, except for one kind operator who managed to e-mail the contract-but the one first taken out 10 yrs ago. If the company has a electronic copy of the doc & and they can see by the details on the system it is the same phone, why all this frustration?. Just wondering, what the chances of having this problem dealt with before the contract is up? | |||
| SUPPLIER'S RESPONSE | Mtn | Time and Date | 11:11:49 | Wed 18 Jan 12 |
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Hello larsenm, Thank you for your post. Apologies for the delayed response and inconvenience experienced. With regards to your query, kindly note that you do not need to provide a proof of purchase when handing in your device at the store. We have escalated the matter to the store's management desk for urgent investigation. They will contact you directly with feedback and an action plan. We understand that the entire experience must be very frustrating and hope that we can restore your faith in us. Best regards Mantoa. |
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| CUSTOMER'S FEEDBACK | larsenm | Time and Date | 08:07:51 | Thu 19 Jan 12 |
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Quite Impressed:
Wow, my husband received a call from MTN Midlands Mall (branch close to woolworths). They asked him to bring the phone in, and although he does not have his copy of the contract they can assist. Khaya was the very helpful individual who said if the problem could not be fixed, they will replace the phone. Thank you so much. |
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