1 reviews | Active since Dec 2017
Misleading Sales Agents
On 6 October 2017 at 09:18 I received a call from Mondo and I was offered a MTN Contract by one of your sales employees in your Call Centre. The package was a Huawei P8 Lite.
Upon taking up this offer I was told that the phone has duel sim capabilities and that I will be able to use my new MTN Sim as well as my current Vodacom Sim simultaneously in the device. I actually asked the lady twice if I can use my Vodacom Sim as well because I don’t want to lose this number. She confirmed it for a second time.
When I received my package I noticed that the Device does not have duel sim capability and I immediately contacted Mondo. The lady that answered the phone confirmed again that he phone has duel sim capabilities and that I must go to the nearest MTN branch and they will assist me. When I arrived at the MTN Store I was advised that the phone does not have duel sim capability and that MTN do not sell/offer duel sim devices. MTN Consultant then told me to contact you guys and cancel if I’m not happy and that you need to send a courier to come and collect the device. Now at this point I was extremely disappointed and felt that I was misled in to taking up this offer.
I then called your offices again to cancel my contract as I was unhappy with the product I received as this product was sold to me with false information. One of the points mentioned by your sales lady was that I could cancel the product if I’m not happy with the product when I receive it. The lady I cancelled with told me to take the device to an MTN and I refused to as I just returned from MTN and they advised me that you must send a courier to collect. Well it’s been almost 2 weeks since I cancelled and up until now I have not received any correspondence from you whatsoever. I had to contact your offices four times already to follow up on this. Again today I was told to take the device to an MTN Store, so I need to waste my time and petrol to go to a store that does not want the device and who advised me you need to send a courier to collect.
End of October the double debited my account as well as end November. Up until today 04/12/2017 i still have not received any feedback.
Good day Elton
Thank you for writing your report.
It is unfortunate that we were not able to provide satisfactory service to you and can assure you your query has been prioritised. We have a service level agreement with our Partner and in some instances there may be a delay in our queries/escalations being actioned. This does cause some frustration with our turn around time and we in no way wish to damage our brand and strive to give our customers world class service.
Pertaining to your query, we however failed and currently working on having this matter resolved asap.
Our apologies for the inconvenience caused and will keep you updated on the progress.
Regards
Mondo Support
Good day Elton
Thank you for writing your report.
It is unfortunate that we were not able to provide satisfactory service to you and can assure you your query has been prioritised. We have a service level agreement with our Partner and in some instances there may be a delay in our queries/escalations being actioned. This does cause some frustration with our turn around time and we in no way wish to damage our brand and strive to give our customers world class service.
Pertaining to your query, we however failed and currently working on having this matter resolved asap.
Our apologies for the inconvenience caused and will keep you updated on the progress.
Regards
Mondo Support
Good day Elton,
Our records indicate that we have followed all the correct channels of escalation in order to have your query resolved.
We can assure you that we are constantly following up on your query and escalated this matter to higher authority. We always strive to ensure our customers receive world class service and it is only with feedback like yours, we can look at how we can plug in these gaps.
We have received feedback from MTN and this was sent through to the correct persons to resolve.
We will keep you posted on the progress.
We apologize once again and will endeavour to have this resolved within 24/48 hours.
Kind regards,
Mondo Support
Good day Elton,
Our records indicate that we have followed all the correct channels of escalation in order to have your query resolved.
We can assure you that we are constantly following up on your query and escalated this matter to higher authority. We always strive to ensure our customers receive world class service and it is only with feedback like yours, we can look at how we can plug in these gaps.
We have received feedback from MTN and this was sent through to the correct persons to resolve.
We will keep you posted on the progress.
We apologize once again and will endeavour to have this resolved within 24/48 hours.
Kind regards,
Mondo Support