Appalling Service with MTN
<p>My mother, Laurette Nefdt, received her iphone 6 (16GB) from MTN - following a fault with the phone, MTN in Milnerton accepted the phone, and confirmed that the fault warranted a new iphone 6 - upon which my mother would receive shortly. </p> <p> </p> <p>The phone was accepted by MTN on the 10th of July, and it is now over a month later that we still have not received the phone - apparently there is no stock. </p> <p> </p> <p>I am livid at this experience given that 1) The availability of iPhone 6 is usually not a problem with MTN, and 2) this phone is used for private business purposes which is now affecting the performance of the business. </p> <p> </p> <p>I am appalled at the lack of effort and urgency in locating a new phone in a timeous matter. As I have always been a loyal customer of MTN, I am extremely upset with this service to the point that I am actually wanting to cancel all contracts with MTN and never use them as a service provider again. </p> <p> </p> <p>I would like this matter dealt with immediately. </p>
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MTN South Africa's replyOfficial
16 Aug 2016, 21:28Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
REQ: **********
Best regards,
MTN South Africa's reply16 Aug 2016, 21:28
Official
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
REQ: **********
Best regards,
's updateReviewer Update
22 Aug 2016, 12:52Hello Mike,
Thank you for your response.
Following my complaint, we received a call from MTN Velocity on August 17th, who advised that an iPhone 6 had been located and that this would be delivered within 7 - 10 working days - although this still seems like an unreasonable amount of time to wait for the phone, given that it has taken over a month with no delivery thus far (despite the initial communication stating that my mother would receive the new phone within 2 Working Days!).
Today we received another phone call and the agent noted that the iPhone 6 that was located for delivery is no longer available, and they are still out of stock. This service is really unacceptable and completely unprofessional - I am extremely frustrated with the poor service that I have receievd from MTN - it has now been 5 weeks with no delivery of the new phone .
's update22 Aug 2016, 12:52
Reviewer Update
Hello Mike,
Thank you for your response.
Following my complaint, we received a call from MTN Velocity on August 17th, who advised that an iPhone 6 had been located and that this would be delivered within 7 - 10 working days - although this still seems like an unreasonable amount of time to wait for the phone, given that it has taken over a month with no delivery thus far (despite the initial communication stating that my mother would receive the new phone within 2 Working Days!).
Today we received another phone call and the agent noted that the iPhone 6 that was located for delivery is no longer available, and they are still out of stock. This service is really unacceptable and completely unprofessional - I am extremely frustrated with the poor service that I have receievd from MTN - it has now been 5 weeks with no delivery of the new phone .