Complaint - MTN Baywest Entrance 3 store

Good Morning Stephen

please see my response to your mail in red

I took out a new contract for a upgrade, on 25th February 2018 (Sunday). I was given a new Huawei P Smart Phone. The consultant gave me the box and told me to open the box and walked away. Sibahle states this did not happen and it was opened in store before you had left as she had shown the colour of the phone and the display to yourself. She clearly recalls this as you had then stated you didn’t mind about the colour as you were going to use a pouch. Sibahle stated that you wanted to backup on the old phone hence sim was not inserted the same day. Network systems indicate that you had started to use the device from Monday onwards. I have no copy of my contract nor paperwork to even say that I signed a new contract. (still waiting for that) According to Mr T when he had asked you about the contract and to run you through it when you requested to cancel you had stated to him that you have a copy of the contract? Should you have lost this then you are most welcome to fetch another copy from the store. I have 7 days after receiving my handset to return the phone if I am unhappy with it, Mr T is correct when he said I want to terminate the contract this was only 7 days after I received the handset because of the pure frustration of the store sending me all around town to get answers. Mr T was not involved with the upgrade. If you look at your video footage you will see that both my fiancé and I were in the store when I collected the handset and you will also see that I was given the box and your staff member walked away. I did not lose the contract because I was never given a copy

I noticed that there was slight dent on the phone by the headset hole, there is no evidence nor paint chip on the phone, so assumed it was a manufacturing problem. This was reported by our technical HVRC department to be physical damage and not a manufacturing problem. I then took the phone back to the store on the 2nd March 2018 (Friday) everything in the box including the earphone which was still in its sealed plastic. My concern here is that the phone was used through the network from Monday. This damage would have been noticed especially when inserting the charger next to this port. Why did you not stop using the phone and bring it back immediately? You could have also called the store and reported the problem should you have not been able to come in. There is over four days lapse of the phone being in your possession and used, before having brought it back to the store. The consultant ask me to take the phone to the repair center in Newton Park. When I got there the the technician took the phone and put a headset into the phone and said that the pins have moved and that I should take it back to the store where I signed a contract. I have read the technical report which states that the handset has physical damage to it. This is the reason why the warranty assessment was not approved for an exchange unit nor a OBF could be done if there are signs of physical damage. According to Milia an administrator from HVRC there were no headphones inserted into your device as the pin was already on the side. I only saw the ding 4 days later and brought it to the stores attention immediately by taking it back to the store this is once again within my 7 days

On 3rd March 2018 (Saturday) I took everything back to the store and asked for the store manager. I was really upset because I was still not able to use the phone and explained my dilema. The Manager sat at a desk did not even approach the counter where I stood and proceeded to tell me that he has been a manager for 16 years and that I must have hit the phone against a table

I argued the fact that if i did that the paint would have chipped and the screen would crack as well as scratches on the phone. Unfortunately we cannot debate the matter but rather refer to the decision made by a qualified technician of what we have received on the HVRC assessment report. He told me to just chill and wait until Monday when the 7 day period was over and he said that he would speak to the Huawei rep and get back to me. Your consultant advised me that the paint is not even chipped off the phone so how was I supposed to have damaged it without cracking the screen. Who in their right mind will want to deliberately hand damage a brand new phone

On Monday evening I went back to the store because he never contacted me. He called you at 4:12pm and had a 4min 17sec call I have seen it myself on his phones call records when I had addressed this with them. I was advised that he was not at the store but that they would call him. They could not reach him telephonically and asked me to wait for him. One hour lapsed before he came back. No apologies or nothing from anybody. He then told me to take the phone down to We Fix (Huawei repair centre) and to make sure that I am back at the store before 5pm so that he could go home. (What a ****** cheek) .The We Fix center looked at the phone and said the phone had not been dropped or damaged by me because there would be chipped paint and scratches on the phone. I took the phone back the store again. The Manager then advised me that the rep said that the phone needs to be assessed. He then took the phone and said it will get back to me.

On Wednesday 7th March 2018 I still had no correspondence and went back to the store where he advised that he had sent the phone to Cape Town and would get back to me by Today (9th March 2018). Mr T tried calling you on Wednesday twice 10:07am and 10:11am to no answer I have also seen these records when addressing this with him. I went back to the store again today because once again no contact from the elusive Manager. One of the consultants advised me that he had left for the day, 16h45. I was at the store the Wednesday morning and waited for Mr T after he phoned me which is correct I went back to the store again check your video footage

I still dont know what is happening nor do I know where my phone is. You were advised by Mr T on Friday 9th that the phone is being sent to Cape Town for an assessment with Huawei. I have now reprimanded Mr T regards to this as it is not our process. We have to abide on what we have received from our own MTN technical centre HVRC centre. Nobody can tell me at this wonderful MTN store. I asked for the Regional Managers contact details and they refused to give it to me I apologise regards to this as they were meant to have given you my details should you have requested them. Perhaps if you could kindly advise me as to who this was and I will be sure to raise it further with them.

It was only when I contacted you, that I received the necessary information I required.

I wish to formalise this complaint as I feel that the Manager of that store is rude, bombastic and has no client report. He has made my experience with MTN most unpleasant. I have been a MTN client for many years and this is the first time that I feel so disgruntled I must apologise should you have felt this way, as per the discussions I have had with Mr T who states that this statement is not what had happened. From my perspective it seems Mr T had tried to assist you further than what he was governed to. The handset should not have been sent directly to Huawei in Cape Town for assessment as this is not our process in store or at MTN. The phone is being recalled as per my instruction as HVRC has already assessed the unit. According to the Huawei rep the phone should be ready for you to collect by tomorrow from the store. Mr T will contact you once it is ready for collection. I am still waiting for a call which was supposed to be yesterday. Maybe somebody can tell me where the is now and maybe I can still get a copy of my contract at the same time

I know that you are not connected this the particular store in question, and I wish to thank you and your staff for trying to assist me

Regards

Rendin Clark