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1 reviews | Active since May 2017

14 Nov 2022, 08:43

Mondo / MTN upgrade - poor service!

Dear Mondo / MTN,

I completed an online upgrade application, received multiple calls from a call centre from different agents (Mondo). (Dates between 25th October & 04th November 2022)

After discussing and reviewing my upgrade with an agent on the 3rd November 2022 at +/- 14h00. Faizel confirmed i had been approved and would receive my new device within 14 days.

He then called me again on the 3rd November around15h00 / 16h00 to change my contract from a 24 month contract to a 36 month contract, which is not what i had requested, then confirmed my work address for device delivery.

I received an email with delivery address on the upgrade call, and NOTICED that the delivery address was INCORRECT - so called again to update the physical delivery address at the end of day (3rd November 2022)

Today being the 14th November 2022 - i have not received a call, am unsure when / if i am getting my new device.

This is the 2nd time i have used Mondo for an upgrade, and i cancelled my previous MTN upgrade with Mondo due to no service at all.

Please can a Mondo / MTN manager call me and provide an update on my upgrade delivery status??

If i have not received any update before Wednesday this week, i will go to MTN myself and cancel the upgrade - just do it through the store.

Thanks, Paulo Dias

0
Replies (14)
Mondo
Mondo's reply14 Nov 2022, 09:01
Official
Good day Paulo,
 
Thank you for taking the time to write to us about your MTN query.

We sincerely apologize for the level of service you have received.

We will get one of our Customer Care Consultant to contact you and assist with your query. 

Your Case Number is: RCO300626

Regards,
 
The Mondo Team
's update14 Nov 2022, 09:11
Reviewer Update
Hi Thanks,

I look forward to the call.

I am available until 11h00 and then free from 12h30 to 15h30 to receive calls.

regards,
Paulo
's update14 Nov 2022, 15:57
Reviewer Update
Dear Mondo / MTN,

When are you going to call with an update??

Thanks,
Paulo
's update15 Nov 2022, 08:05
Reviewer Update
Dear Mondo / MTN,

I still have not received any calls or updates from your company on my MTN upgrade.

I have responded with my contact details on a private message and would like an urgent call from you!!

If i have not received a call from you today, i will cancel the MTN upgrade and go to a MTN store to do this upgrade.

Thanks,
Paulo
Mondo
Mondo's reply17 Nov 2022, 11:04
Official
Hi Paulo,

Trust you are well.

We do apologize for the delayed response.

Please note that your recent MTN application is in-progress.

We have sent a callback request to the relevant department.

Regards,

The Mondo Team
's update17 Nov 2022, 12:53
Reviewer Update
Hi Mondo Team,

I have an email from MTN that my upgrade was approved (03rd November 2022) with a reference no.

I eventually since no called me back, so called in yesterday and your consultant David informed during my call to your upgrade department. That you now do not have stock of the device i ordered on the 03rd November 2022 in my initial upgrade approved call??

As per David, i might have to wait another 2 weeks????

Disappointing, is too nice a word for the shoddy service received from your company!!!

Regards,
Paulo
Mondo
Mondo's reply17 Nov 2022, 12:56
Official
A request has been sent tp the relevant department.

Once you receive a call, the team will advise if there is a stock delay.
's update17 Nov 2022, 15:04
Reviewer Update
Hi Mondo,

When do you think this will occur? Please ask them to call today before 5pm?

If it I do not receive a call nor my approved upgrade device soon; i might as well cancel - go to the nearest MTN store and get it done there.....

Thanks


Mondo
Mondo's reply17 Nov 2022, 15:14
Official
Hi Paulo,

We have sent an update to the sales team to contact you before 5pm today.

Regards,

The Mondo Team
's update25 Nov 2022, 07:08
Reviewer Update
Hi Mondo/MTN,

So a month later, after doing my upgrade online....still NO device received?

To top it off, Travis your agent hasn't called this week, with an update or feedback.

Will be going to the store this weekend, to cancel the online upgrade that has not materialized at all in the last month.

At least at a store, you can see the manager and they resolve your queries.

On this upgrade platform, no managers call you...you receive calls from a call centre agent who has to follow instructions.

People, please rather upgrade at the stores and not online. They ALWAYS have no stock, and loads of excuses.

This is the 2nd upgrade this year that i am not cancelling with Mondo online on MTN.

's update25 Nov 2022, 09:03
Reviewer Update
* This is the 2nd upgrade this year that i AM cancelling with Mondo online on MTN.
Mondo
Mondo's reply06 Dec 2022, 09:58
Official
Hi Paulo,

Trust you are well.

We have re-escalated your query to the sales team for assistance.

Regards,

The Mondo Team
's update06 Dec 2022, 10:02
Reviewer Update
Hi Mondo,

Please don't bother.

I cancelled your online upgrade, as you guys just didn't get back to me or anything aftermy last call from a Faisel?

So went to the MTN store and cancelled your upgrade application and they processed my application - right there and then!
Got my device within 24hours and activated...

So moral of this story, to all people wanting to upgrade online with MTN - Rather go to the store as these online guys (outsourced company) will waste your time!

Cheers.
Mondo
Mondo's reply06 Dec 2022, 10:06
Official
Thank you for the above response.

We do apologize for the inconvenience caused.

This will be raised and addressed with the relevant department.

Have a great day further.