1 reviews | Active since Jul 2011
Defective phone on new contact ... better hope it never happens to you
<p>On 5 Jan 2017 I took out a new contract at MTN Menlyn Maine. They were very effective and fast at selling this contract. I was assured that the handset will be replaced immediately if found to be defective within 7 days. Today is 23 Jan and I'm still without handset and absolutely nobody in MTN can help and cannot tell me when it will be resolved... MTN Menlyn Maine promised to send me the area manager contact details twice, but nothing happened</p> <p> </p> <p>I returned the hansdet to MTN Menlyn Maine on 11 Jan (and again on 12 Jan after they said it's fine on the 11th). I was told it needed to go for an assessment. Shocked when I followed up a week later to find that it was not even send to the assessment/repair cneter in Midrand yet. Still, nobody can do anything</p> <p> </p> <p>Then I decided to cancel this new contract completely ... EVEN MORE SHOCKED at the lack of service. It appears there is absolutely nobody in MTN who can help even after 12 days without a phone. Closed doors everywhere. 808, MTN Store at Menlyn Maine, Customer Service, Head Office (who apparently dont know how to transfer you to the correct department without cutting you off) and even the official MTN Complaints Management Team. Logged a complaint 7 days ago and recieved an email they will respond in 5 days ... ZERO response. </p> <p> </p> <p>Sad to say but I've never regretted doing business with a supplier as much as with MTN recently. Seriously considering moving all my numbers elsewhere</p> <p> </p> <p>Pieter</p>
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
REQ:***
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
REQ:***
Hi Mike
Thanks for the response and especially for taking it up with regional management. Just to follow up... I eventually was provided the area manager contact detail on 29 Jan (after visiting the store again and insisting on the infirmation) and she expidited the process, but refused to cancel the contract as I requested many times during the month. The assessment centre returned the phone on 31 Jan and it was fixed. This means I've been without the device for 20 days on this new contract, where-as it should have been replaced immediately as promised.
However, in the light of what happened, I still want to cancel this contract to close my dealings with the Menlyn Maine store. I will return the phone in original condition.
Pieter
Hi Mike
Thanks for the response and especially for taking it up with regional management. Just to follow up... I eventually was provided the area manager contact detail on 29 Jan (after visiting the store again and insisting on the infirmation) and she expidited the process, but refused to cancel the contract as I requested many times during the month. The assessment centre returned the phone on 31 Jan and it was fixed. This means I've been without the device for 20 days on this new contract, where-as it should have been replaced immediately as promised.
However, in the light of what happened, I still want to cancel this contract to close my dealings with the Menlyn Maine store. I will return the phone in original condition.
Pieter