SW
Sam W
1 reviews | Active since Aug 2017
04 Oct 2021, 16:35
The worst customer service I've had in a long time
Absolutely appalling service. Ordered a new cellphone through MTN's online portal (after which the process is carried out and fulfilled by Mondo).
A week went by with no correspondence whatsoever. I therefore rang and found out that my application was pending because they were waiting for documents to be submitted by me (nowhere, or nobody indicated that this was the case).
I immediately emailed over the requested documents. It's not a week later, and still nothing from Mondo. I rang up again, and the consultant told me that nobody had submitted my documents for vetting.
This has now been a 3-week process to get my upgrade, and the "vetting" process hasn't even started yet.
I could have literally walked into an MTN store and been sat with my new phone in 30 minutes.
How can doing this online be so poorly organised, and so inefficient.
Helpful (0)
Replies (7)0
Replies (7)
Mondo's replyOfficial
04 Oct 2021, 16:39Hi Sam,
Trust you are well.
Thank you for taking the time to write to us about your MTN application.
We do apologize for the level of service which you have received.
As per our records, we found that your query has been escalated to the relevant department for urgent assistance.
Once we receive feedback, we will advise you accordingly.
Case Number: RCO140853
Regards,
The Mondo Team
Trust you are well.
Thank you for taking the time to write to us about your MTN application.
We do apologize for the level of service which you have received.
As per our records, we found that your query has been escalated to the relevant department for urgent assistance.
Once we receive feedback, we will advise you accordingly.
Case Number: RCO140853
Regards,
The Mondo Team
Mondo's reply04 Oct 2021, 16:39
Official
Hi Sam,
Trust you are well.
Thank you for taking the time to write to us about your MTN application.
We do apologize for the level of service which you have received.
As per our records, we found that your query has been escalated to the relevant department for urgent assistance.
Once we receive feedback, we will advise you accordingly.
Case Number: RCO140853
Regards,
The Mondo Team
Trust you are well.
Thank you for taking the time to write to us about your MTN application.
We do apologize for the level of service which you have received.
As per our records, we found that your query has been escalated to the relevant department for urgent assistance.
Once we receive feedback, we will advise you accordingly.
Case Number: RCO140853
Regards,
The Mondo Team
SW
Sam W's updateReviewer Update
04 Oct 2021, 17:15I'm grateful for the assistance, although I was told that it had already been escalated last week and that it would be complete by "Close of Business" Thursday last week.
Evidently this has not been the case.
I requested the phone in advance before needing to travel for work.
Now I have effectively 4 weekdays left to receive my phone before I leave, and I'm sure that the next issue will be "no stock" because it's taken so long to process everything.
Evidently this has not been the case.
I requested the phone in advance before needing to travel for work.
Now I have effectively 4 weekdays left to receive my phone before I leave, and I'm sure that the next issue will be "no stock" because it's taken so long to process everything.
SW
Sam W's update04 Oct 2021, 17:15
Reviewer Update
I'm grateful for the assistance, although I was told that it had already been escalated last week and that it would be complete by "Close of Business" Thursday last week.
Evidently this has not been the case.
I requested the phone in advance before needing to travel for work.
Now I have effectively 4 weekdays left to receive my phone before I leave, and I'm sure that the next issue will be "no stock" because it's taken so long to process everything.
Evidently this has not been the case.
I requested the phone in advance before needing to travel for work.
Now I have effectively 4 weekdays left to receive my phone before I leave, and I'm sure that the next issue will be "no stock" because it's taken so long to process everything.
Mondo's replyOfficial
04 Oct 2021, 18:25Hi Sam,
Thank you for taking the time to write to us.
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
Thank you for taking the time to write to us.
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
Mondo's reply04 Oct 2021, 18:25
Official
Hi Sam,
Thank you for taking the time to write to us.
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
Thank you for taking the time to write to us.
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
SW
Sam W's updateReviewer Update
05 Oct 2021, 12:13Still nothing - no SMS, call, email, progress update or assistance.
SW
Sam W's update05 Oct 2021, 12:13
Reviewer Update
Still nothing - no SMS, call, email, progress update or assistance.
Mondo's replyOfficial
05 Oct 2021, 12:14Hi Sam,
Please note our team is currently investigating your query.
We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
Please note our team is currently investigating your query.
We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
Mondo's reply05 Oct 2021, 12:14
Official
Hi Sam,
Please note our team is currently investigating your query.
We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
Please note our team is currently investigating your query.
We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
Regards,
The Mondo Team
Mondo's replyOfficial
05 Oct 2021, 15:39Hi Sam,
Trust you are well.
As discussed with Nicole, please note that a request has been escalated to the relevant department to cancel the order.
Once the order is cancelled, we will advise you accordingly.
Regards,
The Mondo Team
Trust you are well.
As discussed with Nicole, please note that a request has been escalated to the relevant department to cancel the order.
Once the order is cancelled, we will advise you accordingly.
Regards,
The Mondo Team
Mondo's reply05 Oct 2021, 15:39
Official
Hi Sam,
Trust you are well.
As discussed with Nicole, please note that a request has been escalated to the relevant department to cancel the order.
Once the order is cancelled, we will advise you accordingly.
Regards,
The Mondo Team
Trust you are well.
As discussed with Nicole, please note that a request has been escalated to the relevant department to cancel the order.
Once the order is cancelled, we will advise you accordingly.
Regards,
The Mondo Team
Mondo's replyOfficial
06 Oct 2021, 09:06Hi Sam,
Trust you are well.
Please note that the application which was done by Mondo has been cancelled.
Your query has been resolved and will be closed.
For further enquiries, you may contact our Customer Care Team.
Regards,
The Mondo Team
Trust you are well.
Please note that the application which was done by Mondo has been cancelled.
Your query has been resolved and will be closed.
For further enquiries, you may contact our Customer Care Team.
Regards,
The Mondo Team
Mondo's reply06 Oct 2021, 09:06
Official
Hi Sam,
Trust you are well.
Please note that the application which was done by Mondo has been cancelled.
Your query has been resolved and will be closed.
For further enquiries, you may contact our Customer Care Team.
Regards,
The Mondo Team
Trust you are well.
Please note that the application which was done by Mondo has been cancelled.
Your query has been resolved and will be closed.
For further enquiries, you may contact our Customer Care Team.
Regards,
The Mondo Team