1 reviews | Active since Sept 2012
Customer service - What customer service
<p>I have three phones under my account and all three are due for an upgrade. On Tuesday 23 August I sent a message to MTN via their online website. No response to date so I am not sure if it was even received.</p> <p>On Friday morning 26 August I received a SMS message from MTN confirming an update is available and to phone 808 for assistance. I phoned the number at around 3pm and spoke to a Nosa (not sure of spelling) who advised that it was the incorrect number to call as I had a question around the upgrades. She suggested that I phone the MTN ********** number before 4 as they close at 4 on a Friday . At 3:21 I called and at 3:43 I sent an email message to MTN as I was still holding on. After 22 minutes no answer. I challenged MTN to call me on Friday if they could. As of writing this on Monday 29 August at 2 pm I have not heard a single word from MTN. Customer care - What customer care?</p>
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
The matter has been escalated to the MTN Direct management team for urgent attention and to contact you directly with feedback and a way forward.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards
Thabelo
REQ: **********
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
The matter has been escalated to the MTN Direct management team for urgent attention and to contact you directly with feedback and a way forward.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards
Thabelo
REQ: **********
It took MTN 72 hours to provide a response to the above complaint. This was Thursday 1 September and the issue was resolved. On Tuesday 6 September the three phones we requested were delivered. Not knowing how to get the Simcards activated we did this only on Wednesay afternoon (7 September) by calling the number provided on the delivery box. went through the procedure for all 3 and yet, 24 hours later (Thursday 8 September)....nothing. I called 808 on the Thursdaty and logged the complaint with a Luvuyo REQ ********** . Now, another 24 hours later (Friday 9 September) ......nothing. I am at a loss for words. If we are doing something incorrectly then I would expect MTN to advise accordingly. Knowing how long it takes them to react I expect to hear nothing before Tuesday next week, knowing there is a weekend ahead. And all we wish for them to do is to activate the new simcards and if we are doing something incorrectly then advise us. To date NOTHING. I challenge MTN, again, to call me before the end of the day but know that they will once again show their incompetency in this regard. Charge people - yes... deliver ... yes.... communicate ----what communication??
It took MTN 72 hours to provide a response to the above complaint. This was Thursday 1 September and the issue was resolved. On Tuesday 6 September the three phones we requested were delivered. Not knowing how to get the Simcards activated we did this only on Wednesay afternoon (7 September) by calling the number provided on the delivery box. went through the procedure for all 3 and yet, 24 hours later (Thursday 8 September)....nothing. I called 808 on the Thursdaty and logged the complaint with a Luvuyo REQ ********** . Now, another 24 hours later (Friday 9 September) ......nothing. I am at a loss for words. If we are doing something incorrectly then I would expect MTN to advise accordingly. Knowing how long it takes them to react I expect to hear nothing before Tuesday next week, knowing there is a weekend ahead. And all we wish for them to do is to activate the new simcards and if we are doing something incorrectly then advise us. To date NOTHING. I challenge MTN, again, to call me before the end of the day but know that they will once again show their incompetency in this regard. Charge people - yes... deliver ... yes.... communicate ----what communication??