Delivery company is failing MTN

I am writing to formally raise a concern regarding the delivery process of my recently approved MTN contract and to request MTN’s assistance in addressing issues caused by the delivery company assigned to my order.

I would like to start by noting that the gentleman I spoke to from MTN yesterday was extremely pleasant, professional, and welcoming. He clearly explained the contract process, required documentation, and advised that the delivery company would contact me to finalize delivery arrangements. My experience with him was excellent and aligned with the level of service I expect from MTN.

Unfortunately, my issue arises with the delivery company. I was contacted by a lady from the delivery team who confirmed that my device would be delivered in Braamfontein between 11:00 and 13:00, taking into consideration that I would be at work by 12:00. This arrangement was agreed upon.

However, this morning I received a call from the delivery driver shortly after 09:00, stating that he was ready to deliver as he operates in Braamfontein between 09:00 and 11:00. This was completely different from the time confirmed with me. I informed the driver that incorrect delivery times had been communicated to me.

When I contacted the call centre for assistance, I unfortunately encountered an agent whose conduct was unprofessional, condescending, and dismissive. She repeatedly stated that she did not understand my explanation, spoke to me in a disrespectful manner, and when I requested to speak to another consultant, she ended the call. Upon calling again, the same attitude continued before I was eventually transferred to another department.

I am a paying customer, and I expect to be treated with respect at all times. I believe MTN should be made aware of the conduct of the delivery company and the impact this has on the overall customer experience.

I respectfully request that:

The call I made today be reviewed.

Feedback be provided to the agent involved regarding her conduct.

MTN engages with the delivery company to ensure clearer communication and professionalism going forward.

My delivery arrangements be clarified and resolved without further inconvenience.

I trust that MTN will look into this matter seriously, as my intention is not to discredit MTN’s internal service, but to highlight issues caused by the delivery process that require MTN’s attention.