***** and bad service

Good day,

I would hereby like to submit a formal complaint against the utter lack of service and lack of customer centricity experienced by MTN

Keep in mind that I have more than one contract with you and have been a loyal customer for many years.

In August one of my contracts where telephonically upgraded. I was then informed that my new phone would arrive within a week, which did not happen. The consultant that assisted me with the upgrade Surprise then contacted me and told me that the phone I upgraded to was no longer in stock. I informed Suprise that I already ordered a pouch for that phone on Shein. He apologised and said he would issue me a R350 voucher, he said the voucher would be e-mailed to the K90 branch in Boksburg. Surprise then offered me a different phone, then the next day he contacted me again saying that package is also no longer available and I had to choose another deal. That was the 3rd change in one week. The following Saturday I went to K90 MTN branch to redeem my voucher. The lady on duty then said she could not help me because the store manager was not available and not in the store that day. She did not take my details or helped me in any way, even after I explained that I drove all the way from Kempton Park. She just turned me away; this indicates the lack of customer centricity on MTN’s side.

I then contacted Suprise and told him that I was very unhappy as I completed wasted my petrol and time. He assured me the voucher was mailed to the manager and said he will give me another R350 voucher, making it R700 in total, for my inconvenience and time wasted. At this stage I felt that we are human, we make mistakes but at least Surprise tried to assist in the best we possible.

This past Saturday (14 October) I went to the K90 branch for the second time. Once again, the same lady that was on duty previously was there again to assist and again said her manager was unavailable and not in the office. I asked her to phone her manager because the story is always the same, seems like if the manager is not there the store comes to a complete standstill with no accountability or initiative being taken. With a great deal of attitude, and displaying that she is doing me a favour, she then phoned her manager to obtain her log in details. They had a long personal conversation on the phone, in front of me. Saying things like "are you still in bed?", "hope you slept well", "you are on speaker phone, so don't swear." Purposely dragging the conversation, laughing and making small talk while I waited. Again, a testament to the lack of professionalism which MTN displays to their loyal supporting customers.

She then checked and said there is no voucher for me.

I asked them to phone Suprise as it is maybe a communication error between the call centre and their branch.

Morne the other employ at K90 then said it is not that simple and not their job to sort out queries between the branch and the call centre. I complained and said they are not trying to help me. He said I am being difficult and unreasonable. He said Suprise is a *****ster and ****. You would see this conversation on camera. Again, this is a reflection of MTN’s business ethics and just look at the derogatory behaviour displayed between staff members; how could a staff member speak about another staff member in such a way in front of a customer……..appalling

I asked why was my details not taken the first time to try help me or why they could not phone the call centre, Morne said they were not allowed to. Again nonsense, just another display of not wanting to assist your customer.

I then phoned the call centre to speak to Suprise he was off. I spoke to another lady and explained the situation, sent me a telephonic voucher and they did their best to help me.

I want my unused upgraded device to picked up and the contact cancelled with immediate effect. I have no interest in doing business with MTN any longer.

I have been a loyal customer for so many years, this is heart breaking and saddens me so much. Please investigate this matter properly and do what you need to do to make MTN the brand it once stood for.

The contract that I want cancelled due to ***** and lies as per Morne is ***

Regards Mrs Kroucamp Joey ferreira Kroucamp

***

Good day,

I would hereby like to submit a formal complaint against the utter lack of service and lack of customer centricity experienced by MTN

Keep in mind that I have more than one contract with you and have been a loyal customer for many years.

In August one of my contracts where telephonically upgraded. I was then informed that my new phone would arrive within a week, which did not happen. The consultant that assisted me with the upgrade Surprise then contacted me and told me that the phone I upgraded to was no longer in stock. I informed Suprise that I already ordered a pouch for that phone on Shein. He apologised and said he would issue me a R350 voucher, he said the voucher would be e-mailed to the K90 branch in Boksburg. Surprise then offered me a different phone, then the next day he contacted me again saying that package is also no longer available and I had to choose another deal. That was the 3rd change in one week. The following Saturday I went to K90 MTN branch to redeem my voucher. The lady on duty then said she could not help me because the store manager was not available and not in the store that day. She did not take my details or helped me in any way, even after I explained that I drove all the way from Kempton Park. She just turned me away; this indicates the lack of customer centricity on MTN’s side.

I then contacted Suprise and told him that I was very unhappy as I completed wasted my petrol and time. He assured me the voucher was mailed to the manager and said he will give me another R350 voucher, making it R700 in total, for my inconvenience and time wasted. At this stage I felt that we are human, we make mistakes but at least Surprise tried to assist in the best we possible.

This past Saturday (14 October) I went to the K90 branch for the second time. Once again, the same lady that was on duty previously was there again to assist and again said her manager was unavailable and not in the office. I asked her to phone her manager because the story is always the same, seems like if the manager is not there the store comes to a complete standstill with no accountability or initiative being taken. With a great deal of attitude, and displaying that she is doing me a favour, she then phoned her manager to obtain her log in details. They had a long personal conversation on the phone, in front of me. Saying things like "are you still in bed?", "hope you slept well", "you are on speaker phone, so don't swear." Purposely dragging the conversation, laughing and making small talk while I waited. Again, a testament to the lack of professionalism which MTN displays to their loyal supporting customers.

She then checked and said there is no voucher for me.

I asked them to phone Suprise as it is maybe a communication error between the call centre and their branch.

Morne the other employ at K90 then said it is not that simple and not their job to sort out queries between the branch and the call centre. I complained and said they are not trying to help me. He said I am being difficult and unreasonable. He said Suprise is a *****ster and ****. You would see this conversation on camera. Again, this is a reflection of MTN’s business ethics and just look at the derogatory behaviour displayed between staff members; how could a staff member speak about another staff member in such a way in front of a customer……..appalling

I asked why was my details not taken the first time to try help me or why they could not phone the call centre, Morne said they were not allowed to. Again nonsense, just another display of not wanting to assist your customer.

I then phoned the call centre to speak to Suprise he was off. I spoke to another lady and explained the situation, sent me a telephonic voucher and they did their best to help me.

I want my unused upgraded device to picked up and the contact cancelled with immediate effect. I have no interest in doing business with MTN any longer.

I have been a loyal customer for so many years, this is heart breaking and saddens me so much. Please investigate this matter properly and do what you need to do to make MTN the brand it once stood for.

The contract that I want cancelled due to ***** and lies as per Morne is ***

Regards Mrs Kroucamp