JS
Jaco S
1 reviews | Active since Mar 2010
08 Sept 2022, 11:15
MTN should really get another, more reliable delivery partner
I did a MTN online upgrade in the death throws of August and I was told that DSV is the designated courier. My heart sank because in 2019 it also took 2 odd weeks to deliver. When arranging for the delivery I had to tell the person SEVERAL times not on a Tuesday only to hear him suggest Tuesday as the delivery day. Eventually after another few times, I got the delivery date as yesterday.
Yesterday came and went, except for an SMS to tell me the driver is on his way to me at around 1PM - NADA!!!
Today I tried phoning the call center, requested a call back around 8AM, NADA!!!
I just got off a call with a lady. And guess what. I have to WAIT FOR ANOTHER F*CKING WEEK!!!
This service is TERRIBLE and I wish MTN can find a more reliable partner or have a selectable in-store collection option.
Helpful (0)
Replies (5)0
Replies (5)
DSV Road's replyOfficial
08 Sept 2022, 11:16Good day Jaco Smit, We sincerely apologize for the level of service that you have received and for the inconvenience caused. We have sent your complaint to the relevant team for investigation. They will be contacting you shortly to resolve your delivery query or attend to your query requirements. Kind Regards, DSV Management.
DSV Road's reply08 Sept 2022, 11:16
Official
Good day Jaco Smit, We sincerely apologize for the level of service that you have received and for the inconvenience caused. We have sent your complaint to the relevant team for investigation. They will be contacting you shortly to resolve your delivery query or attend to your query requirements. Kind Regards, DSV Management.
JS
Jaco S's updateReviewer Update
09 Sept 2022, 11:21Why do we have to revert to media such as HelloPeter to receive the service that was supposed to be from the start?
Thank you, one of your people delivered the parcel last night at my home.
Thank you, one of your people delivered the parcel last night at my home.
JS
Jaco S's update09 Sept 2022, 11:21
Reviewer Update
Why do we have to revert to media such as HelloPeter to receive the service that was supposed to be from the start?
Thank you, one of your people delivered the parcel last night at my home.
Thank you, one of your people delivered the parcel last night at my home.
DSV Road's replyOfficial
09 Sept 2022, 11:24 Dear Jaco Smit,
Thank you for your positive feedback.
We are glad that we were able to come through for you.
Kind regards,
DSV Management
Thank you for your positive feedback.
We are glad that we were able to come through for you.
Kind regards,
DSV Management
DSV Road's reply09 Sept 2022, 11:24
Official
Dear Jaco Smit,
Thank you for your positive feedback.
We are glad that we were able to come through for you.
Kind regards,
DSV Management
Thank you for your positive feedback.
We are glad that we were able to come through for you.
Kind regards,
DSV Management
JS
Jaco S's updateReviewer Update
09 Sept 2022, 11:58I can appreciate that the logistics can be a nightmare. But it should never get to the stage where the recipient has to publicly complain to receive action which costs you more in the end to fulfill the request. If the services was working like it should have, this whole process would have been unnecessary.
By using the Online MTN upgrade, a customer expects that the device(s) will be in your hands within 1 to 2 days. I also appreciate that MTN Stores may take their time to ready the parcels.
Please investigate on improving/speeding up the process in this regard?
Also, this issue is not only with DSV but prevalent across almost all the South African courier services. I almost want to make the claim that only Mr D/TakeAlot and Uber is the only services that one can re**** upon, but then I am sure they operate on a different model.
By using the Online MTN upgrade, a customer expects that the device(s) will be in your hands within 1 to 2 days. I also appreciate that MTN Stores may take their time to ready the parcels.
- When arranging for delivery, the service provider should strife to meet the client's needs.
- When making a commitment and the driver does not arrive (as this was the case) without notification or reason, leaves bad experience for the client.
Please investigate on improving/speeding up the process in this regard?
Also, this issue is not only with DSV but prevalent across almost all the South African courier services. I almost want to make the claim that only Mr D/TakeAlot and Uber is the only services that one can re**** upon, but then I am sure they operate on a different model.
JS
Jaco S's update09 Sept 2022, 11:58
Reviewer Update
I can appreciate that the logistics can be a nightmare. But it should never get to the stage where the recipient has to publicly complain to receive action which costs you more in the end to fulfill the request. If the services was working like it should have, this whole process would have been unnecessary.
By using the Online MTN upgrade, a customer expects that the device(s) will be in your hands within 1 to 2 days. I also appreciate that MTN Stores may take their time to ready the parcels.
Please investigate on improving/speeding up the process in this regard?
Also, this issue is not only with DSV but prevalent across almost all the South African courier services. I almost want to make the claim that only Mr D/TakeAlot and Uber is the only services that one can re**** upon, but then I am sure they operate on a different model.
By using the Online MTN upgrade, a customer expects that the device(s) will be in your hands within 1 to 2 days. I also appreciate that MTN Stores may take their time to ready the parcels.
- When arranging for delivery, the service provider should strife to meet the client's needs.
- When making a commitment and the driver does not arrive (as this was the case) without notification or reason, leaves bad experience for the client.
Please investigate on improving/speeding up the process in this regard?
Also, this issue is not only with DSV but prevalent across almost all the South African courier services. I almost want to make the claim that only Mr D/TakeAlot and Uber is the only services that one can re**** upon, but then I am sure they operate on a different model.
DSV Road's replyOfficial
09 Sept 2022, 12:14Good day Jaco,
Well noted, thank you for your constructive feedback.
We will definitely take heed of this and escalate it to the relevant departments involved.
Thank you once again.
Kind regards,
DSV Management
Well noted, thank you for your constructive feedback.
We will definitely take heed of this and escalate it to the relevant departments involved.
Thank you once again.
Kind regards,
DSV Management
DSV Road's reply09 Sept 2022, 12:14
Official
Good day Jaco,
Well noted, thank you for your constructive feedback.
We will definitely take heed of this and escalate it to the relevant departments involved.
Thank you once again.
Kind regards,
DSV Management
Well noted, thank you for your constructive feedback.
We will definitely take heed of this and escalate it to the relevant departments involved.
Thank you once again.
Kind regards,
DSV Management