RM
Ralekhotla M
1 reviews | Active since Nov 2017
12 Jun 2018, 19:07
Bad Service
Dear Customer Service Dept
I'm very disappointed with the level of your clients service at your MTN store at Westgate branch in West Rand Area. On the 6th June 2018 I visited your store at Westgate, the one near Game entrance and was assisted by the lady name Siza.. I waited and spend almost 1 hour with her while she was trying to do the Upgrade on system which I didn't might as she was like experiencing system challenges. I upgraded to Huawei P20 lite and I was advised that the package includes the free rooter with 500mb. The service was very poor from this lady as I had to go back on the 09th June and I was advised that she hasn't activated the new Sim card for the rooter on system and I regret why I opted to be assisted by her. I have never experienced such a terrible service from the store and even to date the sim card hasn't been activated. I always assisted by Tshepiso for the past years on my new contracts and upgrades and always had great service from Tshepiso, even on saterday she had to pick up the mess and try to correct the errors done by this Siza lady and now there has been delays on the activation.
In future I rather wait for Tshepiso if she's not available or come back later cause she is so professional and understands clients service.
Your urgent assistance will be greatly appreciated
Your urgent
Sent from my Huawei Mobile
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Replies (2)
MTN South Africa's replyOfficial
12 Jun 2018, 19:39Dear 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 West Gate Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
Mike Ramaboka
Complaints Management Team
Best regards,
MTN South Africa's reply12 Jun 2018, 19:39
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 West Gate Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
Mike Ramaboka
Complaints Management Team
Best regards,
RM
Ralekhotla M's updateReviewer Update
13 Jun 2018, 18:55Thanks Mr Ramaboka for escalating my complaint to the relevant department.
Firstly in the morning I received a call from the Bruce the branch manager including the consultant Tshepiso to apologize for the inconvenienced caused and they kept me on the loop throughout the day on the progress.
The matter was resolved and now I'm able to use the device.
Once again thank you to Bruce and Tshepiso for your efficiency and taking clients complaint seriously... Keep it up
RM
Ralekhotla M's update13 Jun 2018, 18:55
Reviewer Update
Thanks Mr Ramaboka for escalating my complaint to the relevant department.
Firstly in the morning I received a call from the Bruce the branch manager including the consultant Tshepiso to apologize for the inconvenienced caused and they kept me on the loop throughout the day on the progress.
The matter was resolved and now I'm able to use the device.
Once again thank you to Bruce and Tshepiso for your efficiency and taking clients complaint seriously... Keep it up