CPA RIGHTS IGNORED

<p>I upgraded my contract on 19Feb17 at MTN n1 City Mall, Cape Town to a SAMSUNG GALAXY J5. I returned the phone on 10Mar17 advising that the bluetooth does not pair with my car. After numerous attempts to clear all phones and reset the phone, nothing worked. The MTN staff that assisted me are Aqueel and Clayton and after they both assesed the phone , they found that the Bluetooth was not working at all as it wouldn't send or receive any files, They tried to fix it but eventually we agreed to send the phone off for a Warranty Asses*****t. I received my phone again on the 16Mar advising that the HVRC rejected my assessment because they found no fault on the phone. However when Aqeel and Clayton checked it with me, they found that the bluetooth was now sending and receiving files. I was back at the store on 22Mar again advising that the phone was not pairing with my car. Aqueel accompanied me to my car to see if he could assist. He did a few checks and saw for himself that the pairing fails. He paired his own phone to my car and it worked.He then took the case up with his supervisor Lolantha Visagie who advised that they would request the Retentions Department to put a CPA cancellation on my contract and that once that was confirmed, I would need to return the phone and select a new handset of the same value. I had no feedback and eventually called the retentions department myself on 31Mar whole week later - they advised that there was no recorded of my case and that I should get an RMA number from Lolantha. The next day Lolatha said my case was with a retentions manager but she was not able to give me a RMA number. She said that because the HRVC department found no fault with my phone, that it was causing a delay. I followed up again on 04Apr and 06Apr and was told that things take time in the Retentions Department and on 06Apr Lolantha advised that she is waiting on the supervisor to get back to her. I callled the rententions department again and after laying two complaints with customer services, they called me back to ask why I wanted to cancel my contract! I was advised that I would be fined for the early cancellation!! WHO SAID I WANTED TO CANCEL MY CONTRACT ?? They also advised that my case should not be with retentions, it needs to be resolved by the store. Again I had no feedback from MTN until I called Lolantha on 18April. This time she said she was with her own Manager and that she was advised to do a few checks on the phone. I was back at the store on 19April and both Aqueel and Clayton did checks on my car and the phone. This time they could see that Aqueel's phone was till paired to my car since March. Clayton paired his own phone and was able to make a phone call. My SAMSUNG handset kept failing. We then returned to the store and they called Lolantha who advised that I must hand over the phone and they will send it HRVC again. I handed over my phone with clear instructions that after such poor service and delays I am not prepared to take a refurbished phone from the HRVC. The CPA clearly states a defected product is one that renders a service less than what one would reasonably expect of the product and the acts refers to the product as a failure if it is unable to perform in the intended manner of its purpose. The act further states that it is FROM DIRECTION OF THE CONSUMER that the supplier must then either repair or replace the product.I advised the store of this and Lolantha and she said she would ask her Maanger to push my case. Since then all Lolantha could tell me is that there is a queue at HRVC due to the holidays and that she has had no feedback from her Manager.</p> <p>It is 28April and still my rights to have my phone replaced is being ignored. I am being caught up in MTN's process ALL THE WHILE NOT HAVING A PHONE !!- this is a department that rejected my first claim and in the same breathe rendered the MTN staff that found the fault as useless. I should not need to suffer because the HRVC department and the MTN store is not in agreement. I would expect that the word and level of knowledge from their own staff must count for something. Further more, do Managers normally take this long to review cases??? How is it that the Manager who was supposed to push my case at the HRVC is also being ignored and that she has not even so much as called this disgruntled customer. I had advised Lolantha that I will put my case of Hello Peter and still I get to resolve to my case AFTER 2 MONTHS.</p> <p>I am terribly angry and frustrated with MTN. I have nothing good to say about the service of this case and I have lost all faith that my needs and rights are being taken seriously. I can't understand that a case of 2 months will still go ignored by a Branch Manager and the HRVC. Please be aware that my loyalty to this service provider is no more and that I am spreading my negative experience to anyone thinking is using MTN.</p>