1 reviews | Active since Mar 2015
Complete lack of customer care
As stated in numerous emails and phone calls to MTN customer care (#***) with no reply other than an automatic response saying that they will resolve and give feedback on my query within 5 business days, which has yet to happen (the last auto feedback was dated the 17-02-2015).<br> I renewed my contract with MTN last year and opted for a package with a Sony Xperia Z1 compact handset. This handset came with a 24 month warranty and was advertised extensively as a waterproof phone.<br> I sent it in for repairs in December 2014, and recieved an SMS on the 22-01-2015 stating that I needed to pay R330-00 for an assessment on my phone. Despite numerous phone calls no further information was given and I eventually paid the R330-00 as this seemed to be the only way forward (I thought that being under warranty meant at least a free assessment).<br> I received an SMS to collect my phone two and a half months after handing it in, only to be told that the phone was deemed \beyond economic repair due to liquid damage".<br> This phone was sold to me as a waterproof phone"
Thank you for your post.
MTN After Sales is accredited to assess and perform cellular repairs under strict manufacturer guidelines and as such, specific criteria is app**** when assessing devices to validate warranty. This is done in accordance with procedures laid down by each manufacturer.
The handset does not necessarily have to be splashed, soaked or immersed in liquid to be deemed liquid damaged. Excessive humidity and slight moisture can just be as damaging to the circuit tracks on the board.
Traces of liquids being detected on handsets therefore voids Warranty and renders handset BER (Beyond Economical Repairs) due to the complexities and costs to repair.
We regret to advise that should the handset be found to be liquid damaged, it cannot be fixed under warrantee. However you are still welcome to request second opinion by having the handset rebooked.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Thank you
Wenzile Masina
REQ:***
Thank you for your post.
MTN After Sales is accredited to assess and perform cellular repairs under strict manufacturer guidelines and as such, specific criteria is app**** when assessing devices to validate warranty. This is done in accordance with procedures laid down by each manufacturer.
The handset does not necessarily have to be splashed, soaked or immersed in liquid to be deemed liquid damaged. Excessive humidity and slight moisture can just be as damaging to the circuit tracks on the board.
Traces of liquids being detected on handsets therefore voids Warranty and renders handset BER (Beyond Economical Repairs) due to the complexities and costs to repair.
We regret to advise that should the handset be found to be liquid damaged, it cannot be fixed under warrantee. However you are still welcome to request second opinion by having the handset rebooked.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Thank you
Wenzile Masina
REQ:***