bad service from supplier

Good day On 2019/02/02 I upgrade my contract and choose the Huawei Y5, on 2019/02/04 I went back to the store (code 0138) to hand the phone back due to the fact that the battery does not even last one day from fully charged to completely flat also the handset heats up to a point where it burn my ear while I am talking on the phone.

The attendant in the store took the phone to make some adjustments then hand it back to me and told me to test it again to see whether the problem is solved, I specifically told him to make a note that I was in the store within seven days to ask that the phone be exchanged with another phone and that he said I must first look if the problem is solved and come back if not. I went back to tell him that the problem still exists and that I want the phone exchanged with another one but found the store closed due to power failure.

Today on 2019/02/18 was the first opportunity I have to go to the store again with my phone and but was told by the attendant that he now cannot change the phone as it was more than seven days although he admits that I was with him first time within the seven day period.

I am writing this letter on advice to do so by my attorney as a first gesture from our side to resolve this.

I am a MTN customer for many years with several MTN contracts and certainly do not deserve such treatment nor can I hand in my phone to be send for repairs as I am using it to conduct my business and the fact remains that I reported the faulty phone within the seven day period as prescribed.

The above was my e-mail to customer service since then I received a mail from customer service that they will respond within 4 hours. Until now nothing from them only a mail from the consultant carrying on with his unacceptable story .

I phoned the area manager that were full of promises..... nothing happened and it seems that he now blocked me on his phone as it never even rings anymore message just says call ended all the time. I will definitely not recommend MTN specially not the store in Mountain mall Worcester.