Bad Service

28 September 2019 9:07am MTN store- Riverside boulevard, Vanderbijlpark, Dealer Code: 419087 Store Manager: Bianca Oosthuizen Cell Number *** Contact Number: ***

09:07 arrived in store Got service around 9:30 in enquiring about the iPhone 7 which was purchased on 23 September 2019. The issue with the phone is the battery life which doesn't last throughout the day. Upon arrival I handed the phone in original box to Bianca and she checked the phone and mentioned that they will be able to replace the phone with a one new, she went to the back to check if there is stock available and she mentioned to us there is iPhone 7 available. At 9:50am she went out of the store to call the area manager, 10:10am she came back saying that are going to replace the phone. Which we are agreed on that because it was still within 7 days cooling period.

Bianca told me to wipe the phone so that they can test the phone. She told us the process is going to take a while and explain the process to us. I took a walk around the complex at 10:45 came back then they are still not done. I decided to go home around 11:30 telling them I will come back in the next hour. When I left the phone in store it was in good/great condition with no scratches, she did checked the phone on arrival 09:07am .

I came back at 12:45 where Lebogang said they have evaluated the phone and they don't find wrong with the phone and they had realised that the phone has a scratch and claimed Bianca saw the marks on the phone earlier in the morning but this was not even mentioned when she was explaining the process to us. Also realised that Bianca called Lebogang on her personal phone while I was busy wiping/deleting out the phone, the conversation started off as saying "don't say anything" the rest of the conversation couldn't hear it. Lebogang told me she can't give me a new phone and they can take the phone in for repairs. I called my dad and explained to him what Lebohang said to me. My dad explained that the phone is still new and has hardly 7 days. I left the my dad's numbers in store telling them to call him. Bianca left the store again to avoid explaining anything.

Around 13:30 I came back to the store, my dad told me I should leave the phone in store since they said they can't give me a new phone and claimed that there is nothing wrong with the phone. Bianca decided to highlight out the terms to me on the contract, she also refused to speak to my dad on the phone. I insisted that I'm going to leave the phone in store.

Bianca Oosthuizen and team they had the phone for 4 hours while they were busy testing. When we left the phone with them no scratch or mark was sported. Why are they saying this after 4 hours with the phone. They scratched the phone while they were busying testing. No instrument was used to test the life of the battery or any proof that the battery is lasting the whole. I conclude by saying I need new phone that will last for 24 month or the contract must be cancelled. I confirm that the phone was scratched my them.

I’ve called MTN customer care Centre ref: - *** Consultant Mirriam Madillo Letsatsi I have send email to complain dept with no response on the 01/10/2019

Regards, Moekenyana Moreki