MTN poor service saga continues into the fifth month (Previous complaint on 11 August 2016)

<p>On Wednesday 24th August 2016 I received a phone call from MTN Vincent informing me that I can collect my phone. On arrival they presented the phone to me which was wrapped in bubble wrap. They informed me that they are replacing the old phone due to faulty speaker. I asked the sales consultant if it was a new phone to which she replaced yes. I told her I want it in writing that it is a new phone as it did not come in a box. I was told that the manager was not there at present but will be back in the office the next day. I returned the next day to collect my new phone and letter to confirm that it is indeed a new phone. I was informed that it was a refurbished handset.</p> <p>I refused to take the phone as I am currently on a contract for a new phone, which was taken out on the 6th of February 2016 and the phone was send in for repairs from the 19th of April 2016. The following day I was contacted by the Regional Manager who attempted to convince me to take the refurbished handset to use and if it gives me any trouble it would be booked in YET again, this I refused as I feel I am entitled to a new handset and from the service provided already with regards to the handset I had already taken in, it would be a fruitless exercise. I have not had access to the handset or any use from it since April. MTN’s service leaves alot to be desired. If this matter is not resolved within a week I want the contract terminated and re-imbursed for my payments thus far.</p> <p>Failing which you will leave me no choice but to take the matter further, which would include going to the media and the Ombudsman and ICASA. I am tired of MTN’s appalling bad customer service as they first accused me of damaging the handset and much later admitted that the speaker of the handset was faulty (after four months they came to this conclusion). It is amazing that MTN is still in business as I am sure I am not the first and won’t be the last to complain. The only way I see forward is for MTN to supply me with a new handset which is still sealed in a box which I myself will open in their presence.</p>