APPALLING SERVICE - MTN INSURANCE

REGARDING MTN INSURANCE:

Good Day,

I am bringing to your attention that I am deeply dissatisfied with the conclusion of my claim and repairs as started on 4 November 2019.

My initial claim form for accidental damage to my phone was submitted on the 4th of November 2019. After having to follow up every step of the way and constantly request information, my claim was finally approved and the device was collected on Friday, 15 November 2019. The damage was supposedly repaired and returned to me on Friday, 22 November 2019.

I started to use the phone as normal, but noted that the back of the phone had been replaced with a plastic part (back cover) where the original part was glass. Then, out of the blue the phone switched off on the 25th of November 2019 and would not switch on again - even after charging the phone normally.

I reached out to the claims department as soon as I could to report the issue, but struggled to get assistance. Over the next few days I phoned multiple times and sent an email on the 29th of November echoing my query. My email was never addressed, and eventually after calling persistently for over a week, my phone was ultimately collected again on the 6th of December 2019, to be sent back to the repair centre.

Once the phone was at the repair centre, I called constantly asking for an update on the diagnostics and for information on what exactly was wrong with the phone. I also on multiple occasions indicated that I expected the repair centre to replace the back of the phone with the proper original glass part. No one provided me with the information I requested and no one confirmed that my request had been communicated to the repair centre.

Today, 6 January 2020, without any additional correspondence from MTN Insurance, my phone was delivered back to me?!

The phone was returned with no charge in the battery. During and after charging it, it has a notification light that will not switch off regardless of whether the phone is powered on or off AND the back of the phone still has the same inferior plastic part which the repair centre has clearly stuck an old protective sticker on to make it look new. The protective sticker has bubbles underneath it, has scratches on one corner and has clearly been lifted before. The phone also appears to get very hot while charging and the permanent notification is causing the battery to drain quickly even when the phone is off. I do not believe my phone was even looked at, let alone repaired...

I am truly at the end of my tether with the absolutely subpar service from MTN Insurance, Admyntec and Idroid Labs. The purpose of my insurance with MTN is to maintain the value of my expensive, flagship device, but each time it comes back from so called repairs, there are more issues. I have paid for insurance for November, December and January, but will not have had use of my phone for any real portion of this period.

The only fair course of action here would be for MTN to replace my device and apologise for the absolutely appalling level of service received thus far.