AWFUL SERVICE

What an unpleasant experience.

About a month ago I started the process of opening a new Business contract with MTN. When i started the process i phoned the support line to answer a few questions i had. This is when the support agent advised me that he could process my application for me. At first this seemed like a great idea as i was quite busy at the time and it seemed to be a more convenient way to get this done. At this point in time i was expecting the entire process to take at most a week, because how hard could it be to get the paperwork sorted, and the device delivered to me? How wrong i was...

I sent over the relevant documentation for myself and my business to my service agent, i then didnt hear from him for roughly a week before he contacted me to confirm whether the person he had handed it off to had contacted me, they had not...

At this point he begins processing the application for me. Eventually the contract is accepted by MTN, great news... I get my sms and email saying that its approved and that the courier services would contact me. From this point forward for about 3 weeks i heard absolutely nothing from MTN or the courier service. The time i was quoted was about 3-10 business days for delivery, by now we are waaay past the time it wouldve taken if i had just gone to the store or even app**** online. So i contacted my service agent, who then queried their system and found that DSV (The courier) had reported that they were repeatedly unable to contact me. This was simply not true as i had been watching the phone very closely expecting this specific call, and had not received any missed calls from them.

So my service agent at this point handed my situation off again as he was actually on leave at this point, and of course, this person never contacted me. At this point i asked my service agent to escalate the issue, he then also told me that i could contact DSV and query the status of my phone delivery, instead of someone from MTN handling business with THEIR courier... But fine, i want this sorted so ill deal with it.

So i enjoyed the privledge of fighting between MTN and DSV for a whole day, getting transfered from department to department with no answers, MTN blames DSV, DSV blames MTN, eventually a few kind souls at DSV got fami**** with my situation and were able to tell me that the issue was that MTN incorrectly handed over my details... Great, some answers... So i had my service agent update whatever needed to be updated and magic, i finally manage to arrange my delivery for the next day.

The device arrives and i feel like this complicated struggle is finally over, expect the device is faulty out of box, and keeps restarting... Great, even more struggling ahead, but at least i should be able to go to my nearest MTN store, explain the situation, and they'll replace it for me right? I mean its litterally the SAME day it arrived! At this point as a business customer i have waited about a month for this device. And of course, the people in the MTN store were absolutely NO help.

They were unable to replace the device as it wasn't purchased from that specific store, and were only willing to book in the device, which was quoted at another 7-21 business days... At this point i felt so defeated and frustrated, after all of this, the wasted time and the complete incompetence by almost everyone involved, it all just became too much. I sent the phone to samsung instead, the wait time may be only slightly shorter, but at this point i have more faith in them than the people who sold it to me... While i understand that MTN cant control if samsung sends a faulty device or not, i wouldve expected some sort of drive to solve this for me quickly!

Whats my motivation to do more business with you as time goes on? With service like this i honestly cant see myself or my business ever wanting to have anything to do with you again. And i hope that others can see this and save themselves the trouble and frustration ive been through, stay away from MTN, this kind of service is unacceptable...