BLATANT DISREGARD TO CUSTOMER PROPERTY AND QUESTIONABLE COMPANY ETIQUETTE

<p>I recieved a Blackberry 9720 in April 2015 on a 2 year contract as a gift from my mother. The device worked well at first however as of March 2016, the device began giving a me a few problems. It began rebooting at random and was unreliable as it just switched off by itself. Also, the device would be fully charged, then would reboot about 3 to 4 times continuously and then switch itself off.</p> <p>My mother (being the contract holder) took the device to the MTN store in Umhlanga (at the Coastlands Hotel building) on the 3rd of August 2016 to book the device in order to be technically analysed and fixed (as the device was still under warranty). We were attended to by a lady named Sibo, who took in the device, and said that we would have some feedback within a week. We did not receive any feedback and decided to call the collection center on the 12th of August to check the status of the device and was told told by the consultant that there was no record of my device. I then contacted MTN gatemax and spoke to a man named Ruben who said that there wasnt any record of the device in store and went to check further records and eventually the call was dropped because my airtime has depleted. He did not get back to us at all. On about 3 other ocassions I contacted the center and spoke to another lady named Paddy who looked for the device and still found no records of my Blackberry being booked in.</p> <p>Eventually, we had received a call on the 26th of August from Sibo, who advised me that my device was returned and unrepaired. I went into the store on the 28th of August to fetch my device and then spoke to Ruben who had assisted me. He advised me that according to the technicians who had investigated, my Blackberry was "beyond economical repair". He stated that the charging pin of my device was broken and that it would cost MTN too much to fix the Device therefore they returned the broken device to me.</p> <p>On the 3rd of August when I took in my Blackberry, everything was in working order, the only problem was that the device constantly rebooted therefore it had to be sent for a software upgrade. According to Ruben, it only takes technicians 14 days to get back to the customer. It took Sibo 23 days to get back to us. My concern is the 9 days that my device could not be found and where was my device during those days in question that it came back with a broken charging pin. To the best of my knowledge, there was no physical damage to my device. It charged fully on the day that we took the device in. and began rebooting in the store and eventually went off. </p> <p>It is deeply disturbing that as a customer one has to pay for something and not get any satisfaction out of the product. It is further disturbing that workers at a store who is supposed to be responsible for he care of customers products have blatant disregard for the other peoples property. Personally, I do not know who is responsible for my device being broken, and where it was for 9 days (as it only takes 14 days to assess a device).</p> <p>It would be greatly appreciated if this matter would be investigated and proper feedback would be given to me. As we are now waiting since the 28th of August for Sibo or Ruben or the Manager of MTN Gatemax to contact us regarding the delay in getting the device booked in and returned to us on time. We have left many messages with consultants for Sibo to contact us as she was responsible for the booking in of the device and needs to actually answer as to the whereabouts of the device during the 23 days it was in the care of the MTN consultants. </p>