Mondo's service is appalling

I typically don't revert to public forums such as this to voice my frustration, but I have reached a stage where I really cannot comprehend the poor levels of service from Mondo and I need to speak out. I have done an online upgrade with MTN on 25 January, the phone was delivered but unfortunately it was the wrong colour. I returned the unopened box to an MTN store the same day. I was told that the device will be sent back to the warehouse and that I would then be allowed to upgrade again. Today, 7 weeks later the matter is still not resolved, and I am lost for words.

Apparently due to a new MTN system, it does not allow for the reversal of an upgrade. Now a workaround must be followed where I need to do an early upgrade and Mondo must cover the cost in excess of R20k. I was told to go into an MTN store and ask the salesperson to contact Mondo, which I did. The problem is that the average waiting time to get through to a consultant (after more than 10 calls) is more than 15 minutes, forget about Friday afternoons as they don't answer.

The consultant effectively gave up trying to get through and phoned his area manager who advised him to send an email to Mondo – that was done on 27 February. I had to follow up on a weekly basis, was told that the same story every week, but still no resolution. If I don’t call and beg someone to assist, nothing happens.

MTN is also in the wrong here, they simply claim that I need to deal the matter with Mondo, it is none of their concern. As a customer for more than 22 years I find it rather interesting that they are not willing to assist or escalate the matter for resolution. I’d also like to meet the person who designed this process, my goodness its laughable.

MTN/Mondo – if you really care about your clients, please get in contact with me and get this matter resolved as a matter of urgency.