AC
Alan C
1 reviews | Active since Mar 2013
06 Nov 2017, 14:29
Bad Customer Experience
On 31 October I received a Call from MTN confirming that 3 contracts were coming to an end the following day. MTN offered to renew the three contracts at a significant discount and would send 3 new "activated" sim cards within days. This was followed by 3 separate SMSs confirming the new contracts; 3 separate calls confirming acceptance by MTN of each contract; 3 separate calls informing me that a courier would contact me to arrange delivery; 3 separate calls from the courier...! 3 cards delivered on 6 November by two couriers with no useful detail on the Invoice other than my customer account number. Not certain which card belonged to which contract I phoned their switchboard - the number on the invoice ********** : Wait for it - I certainly did: Started ringing 13.24 - answered 13.36 "Switchboard". Transferred 13.37 - answered 13.41 ('Transfer you to Activation". Transferred 13.42 - answered 13.58 by Laura who informed me that I could use any card in any device and must then activate through MTN, or, leave the old card in the unit and the account would be updated to the new conditions anyway. 34 minutes of hanging-on for that! MTN your customer service is disgusting - but what can you expect, you do not have meaningful competition except from ICASA.
Helpful (0)
Replies (2)0
Replies (2)
MTN South Africa's replyOfficial
07 Nov 2017, 09:37Dear Alan,
Thank you so much for the patience and understanding you’ve displayed during this most regrettable situation. For myself and on behalf of MTN, please accept my sincere apology for the inconvenience caused.
We pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that I am very sorry.
I can confirm that the following numbers has been activated and is currently active on the network.
*** - My MTNChoice 2GB
*** - My MTNChoice Flexi
*** - My MTNChoice+ S
*** - My MTNChoice 1GB
Let me assure you that we highly value your time and our business relationship. We will strive to ensure that this error is not repeated in the future.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Thank you,
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply07 Nov 2017, 09:37
Official
Dear Alan,
Thank you so much for the patience and understanding you’ve displayed during this most regrettable situation. For myself and on behalf of MTN, please accept my sincere apology for the inconvenience caused.
We pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that I am very sorry.
I can confirm that the following numbers has been activated and is currently active on the network.
*** - My MTNChoice 2GB
*** - My MTNChoice Flexi
*** - My MTNChoice+ S
*** - My MTNChoice 1GB
Let me assure you that we highly value your time and our business relationship. We will strive to ensure that this error is not repeated in the future.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Thank you,
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
AC
Alan C's updateReviewer Update
07 Nov 2017, 10:39Thank you Willem Jnr Loots (MTN Complaints Management Team) for your response.
Your concluding remarks are:
"Let me assure you that we highly value your time and our business relationship. We will strive to ensure that this error is not repeated in the future.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process".
I challenge you personally to phone ********** and (when you eventually get through) enquire about SIM cards delivery and activation as I have done. When you get through to a competent person who can assist you within, say 10 minutes (to give you some lee-way), then you will be achieving what you are suggesting to me is your business objective in this regard.
Sadly, with respect to you, I treat your reply in the same vane as a "computer generated letter"!
AC
Alan C's update07 Nov 2017, 10:39
Reviewer Update
Thank you Willem Jnr Loots (MTN Complaints Management Team) for your response.
Your concluding remarks are:
"Let me assure you that we highly value your time and our business relationship. We will strive to ensure that this error is not repeated in the future.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process".
I challenge you personally to phone ********** and (when you eventually get through) enquire about SIM cards delivery and activation as I have done. When you get through to a competent person who can assist you within, say 10 minutes (to give you some lee-way), then you will be achieving what you are suggesting to me is your business objective in this regard.
Sadly, with respect to you, I treat your reply in the same vane as a "computer generated letter"!