DISGUISTED ANGRY CUSTOMER

<p>I AM SICK AND TIRED OF MTN'S SERVICE... IF ANYONE IS THINKING ABOUT UPGRADING OR TAKING A CONTRACT WITH MTN- I STRONGLY ADVISE YOU NOT TO...</p> <p> </p> <p>At the outset I wish to state that I am disgusted by the service, or lack thereof, I have been receiving from MTN.</p> <p>I upgraded my phone to the Samsung S7 EDGE ("the phone") on Saturday 6 August 2016.</p> <p>Sadly, I dropped the phone on the Wednesday 10 August 2016. I then called Eastgate MTN, who advised me to get hold of Samsung for my free screen repair, which I did the very same day. Samsung did not have the screen for the repair. – 10 August 2016. Samsung completed the screen repair on Thursday 18 August 2016.</p> <p>On Friday 19 August the phone was placed in minimal depth water for under a minute, as it is water/ dust resistant as per Samsung site, “The Galaxy S7 and S7 edge go everywhere you go. In the rain, the shower, or the pool. Up to 30 minutes or 1.5 meters under. We've also worked out how to completely seal off the inside components while keeping micro USB ports, earphone jacks open, so you won't have to fiddle with extra caps or covers.”</p> <p>The phone started losing functionality on or about 19/20 August 2016, in that there was no sound (not music/ videos- nothing), once switched off it won’t switch on unless plugged to a charger, screen keeps splitting on its own and the menu and back button worked occasionally.</p> <p>I sent the phone to Eastgate MTN for repairs/replacement by Samsung on August 22 August 2016. After receiving no response from MTN, I decided to call them on 26 August 2016, to check on the status of my complaint. After receiving no joy from my previous call, I then called back on 4 September, 5 September, and 7 September 2016 – after which I was still being given the run around, with no solid undertaking of how they plan on rectifying my complaint.</p> <p>The phone was returned to the store (Eastgate) on the 8 September 2016. I went to collect the phone on 9 September and found that MTN/ Samsung had done nothing with my phone to rectify my complaint and it was in the exact same condition as when I initiated the complaint. The phone was with MTN from 22 August till 9 September = 18 days. I was told that nothing can be done to a 16 day old phone with regards to fixing or replacing because it had fallen out of warranty due to the screen being repaired. I find this to be ridiculous as I took the phone to Samsung for the screen repair, of which is an incentive offered when taking out the contract, not to any other phone repair Centre. <br /> <br />I was then told by MTN Eastgate that I must log an insurance claim because I have insurance but I would have to pay an excess of a minimum of R300 if replaced. I had no choice and had to agree. I then logged a claim on the 9 September 2016 and was told to keep the phone in my possession as MTN insurance would contact me on the collection of my phone.</p> <p>For some 2 WEEKS later I had not heard anything from MTN and AGAIN had to call MTN Eastgate to find out what is happening because my claim was lodged but I am having no joy and no one contacted me- 22 September 2016.</p> <p>The Eastgate branch then told me to bring the phone back to them because they will just send it in for me because MTN insurance is probably taking long due to them having to arrange a courier to collect. I returned the phone to MTN Eastgate on 24 September and it was collected by the insurance on 26 September 2016. By the end of that week I had still not gotten feedback from the insurance company and I contacted Eastgate MTN again to say this as well as that a loan phone had not been offered to me- which they said they would sort out for me.</p> <p>On Tuesday 4 October 2016the MTN loan phone service provider called me to confirm the request and tell me that they don’t have a phone but when one become available I would receive it. On 5 October 2016 Courierit contacted me to say the phone would be delivered that day- today is the 12th October 2016 and the phone has still not been delivered to me. The driver has made 3 trips to me and would not leave the loan phone with me because they have to collect my ‘broken’ phone- which is not in my possession but at MTN- but that was uncomprehend-able. 12 October 2016 the Courierit driver disrespected my mum and very harshly and aggressively addressed her and once again left with my loan phone. I called Courierit and lashed out at that behaviour.</p> <p>I had on the 10 October contacted Eastgate MTN again, to find out what is going on with my phone because I still have not heard a thing from MTN insurance. MTN Eastgate showed me a report that the phone has been checked and awaiting next process- but still nothing; as there is no progress.</p> <p>I am very disappointed by MTN’s service- I am a long-standing customer- I have my contract with MTN for plus minus 10 years, on the 10 October 2016 I called MTN insurance 4 times- sat on hold listening to voice prompts for between 15-20 mins each time and the call cut off- I was not able to speak to anyone for this reason.</p> <p>Effectively I am paying some R900 for a phone I do not have and have not been able to enjoy for more than 5 days since receiving it. To this point MTN says that I have the sim card, but the premium is based on the status of the phone- of which I do not have- had I opted to take a cheaper phone I would not be paying such a high monthly premium so their argument is void in totality and just ridiculous!</p> <p>In addition it is very amusing to note how promptly MTN is to respond and follow-up when they are trying to sell you something- BUT there after sales service is almost non-existent and this is completely unacceptable.</p> <p>MTN IS IN POSSESSION OF MY PHONE FOR 52 DAYS NOW AND NO ONE HAS HAD THE DECENCY TO EVEN MAKE ONE CALL TO ME TO RECTIFY MY COMPLAINT. .</p> <p> </p>