BAD Custumer Service @ MTN Store that is at Carnivan Mall

Good Day

Please assist with 2 complaints that I have with the MTN store at Carnival mall. I am typing this email on behalf of me sister who is bought a phone there and she is aware of this email.

1. Please assist us in getting a refund for a device that was bought on the above mentioned store and the reason are as follows:

• The phone was bought on the 2nd of July 2020 for an amount of R6639 cash (Hisense H40, Invoice Number: INV***5) • The phone started giving my sister problems and on the 5th of august she took in the stores to get it sorted out and she was advised by Lesego (consultant at MTN store) that they will have to book the phone in for assessment and the whole process will take 21 days • Because most of her businesses are ran on her phone she highlighted to the consultant that she can’t afford to be without a phone for that long • Then the same consultant said to speed up the process she can take the phone herself to Hisense and they will assess the phone and if it’s a factory fault the store they will instruct the store to give a replacement device or refund her but if she caused the malfunction she will be charged • And on the 6th she took the phone herself to Hisense and the phone was assessed and it was discovered that it’s a factory fault • She was then advised to take the phone back to the store for a refund and that’s where the it all started

2. Bad Customer service at the store • She went back in the store and that is where she experienced the lack of agency, customer service and respect. • When she got to the store she was speaking to Lesego the same consultant that referred her to Hisense • As she was explaining that, she was told that it is an factory fault and they need to refund her and Kagiso Mabethe (another consultant at MTN Carnival) interjected rudely with attitude and said the store can’t give a refund because it after 7days and that is where a heated argument began between the 2 of them. • Seeing that she is not getting joy from this whole experience, she then asked to speak to a manager that is where she was told that there is no manager or a supervisor on site • This morning when I contacted the store, I spoke to the store manager, and informed her about the matter and it was clear that she (Yolanda) was not interested in resolving the matter. Instead, only after I explained the matter to her, she since made a turn; acknowledging her staff’s faults in handling the matter. •

Attached is the copy of the assessment report from the Hisense outlet in Bedford Centre, and the proof of payment….. Should there be a need, you can contact her on ***.

lastly we've been in contact with MTN @ Carnival mall since the 6th of August and today is the 22nd the issue is still not resolved.

Your urgent assistance in this matter would be highly appreciated