BAD SERVICE & LACK OF COMMUNICATION

Disappointed in MTN's service and break of communication. Not to mention how hard it has been to upgrade my contract with them (from getting responses regarding their system being down to their system being updated and not being up to date with who qualifies to get a contract or not), once I managed to finally upgrade my contract over the phone with an MTN agent, on 15th April 2024 at about 09h01 am, I got an email with the Subscriber Application Form attached and a message saying, and I quote, "You've successfully app**** for your contract! We'll be in touch with the delivery details soon. Thank you!".

On the 16 April 2024 at about 20h57 pm I sent an email to follow up on the delivery details they promised to send me and did not. The below email was sent in reply:

Y'ello Samuel,

Thank you for emailing customer care. Please accept our apologies for the delayed response and any inconvenience incurred.

Kindly note that as per our system your upgrade is set to be delivered on the 19th of April 2024.

We trust that you find the above in order and we look forward to being of service to you.

Warm Regards,

Aliziwe Xaba

I thought of a way to track the order and remembered that the MTN agent made mention of the delivery of my device being through DSV logistics. I sent an email to MTN to request a waybill number and an order number so that I can fill a contact form on DSV's website and get them to contact me. Sure enough, DSV called on the 17th April 2024 to arrange for the delivery. The DSV agent told me that the delivery is not possible this week (after MTN promised a delivery between 1 - 3 days) since they are "full" for Friday (19 April 2024) but can schedule a delivery on Monday (22 April 2024, a.k.a 7 days later. GREAT!).

I Addition to the above mentioned, the DSV agent asked me where should the delivery take place, and I gave her my work address to the precise detail (which is next to their Bloemfontein Depot). She then said she can schedule my delivery in reference to the closest town to Bloemfontein, which happened to be Bothsabelo, and she said she would schedule the delivery between 16h00 - 18h00 pm.

This has been an inconvenience and a half for me but just to attain my order, I felt defeated and agreed. Just saddened by the fact that MTN keeps sending me messages saying my delivery will be completed tonight (19 April 2024), whereas DSV has a delivery scheduled for Monday. There is clearly a break of communication between the two companies.