DD
Denise D
1 reviews | Active since Oct 2016
19 Oct 2016, 08:58
Disgusted
<p>I took out a contract with MTN Oakfield store Benoni. I got a Z3 Compact (water proof phone).</p> <p>After having the phone for about three months I decided to test the water proof camera in my pool. I made sure all the ports where closed. Worked fine. That night I was playing music on my phone and the speaker was distorting, I realized that water had got into my phone. The phone did not want to charge after that. I took it to MTN to get it fixed. MTN said that they won’t fix my water proof phone as it had water damage. I then took it to another company to fix it, the lady put on my phone and it worked perfectly fine after the phone had dried out. The lady checked the phone for me and told me the seal around the charging point was damaged, this is why water got into the phone. She quoted me R250.00 to fix the rubber seal. MTN staff where rude and extremely unhelpful. I pay R400.00 for a phone that should be under warranty but won’t fix it as it had water damaged after the phone was faulty. I can’t believe the level of service from MTN Oakfield.</p> <p>It’s been about a year now and that exact same charging point has fallen off. I took it into MTN to get it fixed on my own account. I asked them to quote me on getting the changing point fixed. After waiting for two weeks with no feedback I called the store. Once again rude unhelpful people. They refused to fix the charging point or even quote me on getting it fixed as of the water damage on a water proof phone! The phone works perfectly fine and has no water damage. I went to pick up the phone and just left it. Once I got phone I realized that the other port had been damaged by MTN and won’t close. The disgusting service, unfriendly and unhelpful staff and now my phone is worse off than when I took it in. People avoid using MTN Oakfield Benoni!!!!!!!</p> <p> </p>
Helpful (0)
Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
20 Oct 2016, 12:36Good day Denise,
Thank you for bringing this to our attention.
We apologise for your inconvenience experienced due to the unprofessional behaviour of our employee. It was thoughtful of you to inform us about the incidence promptly and brought it to our notice, which provides us a chance to deal with this undesirable behaviour.
Kindly note that the matter has been escalated to the regional store management team of MTN Oakfield 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,
Peggy
REQ:***
Best regards,
MTN South Africa's reply20 Oct 2016, 12:36
Official
Good day Denise,
Thank you for bringing this to our attention.
We apologise for your inconvenience experienced due to the unprofessional behaviour of our employee. It was thoughtful of you to inform us about the incidence promptly and brought it to our notice, which provides us a chance to deal with this undesirable behaviour.
Kindly note that the matter has been escalated to the regional store management team of MTN Oakfield 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,
Peggy
REQ:***
Best regards,
DD
Denise D's updateReviewer Update
24 Oct 2016, 07:42Hi Peggy
Thank you for your response. However, I am still waiting for your phone call. I spoke to the area manager of Oakfield last week regarding my issues. He said I must give him a day and he would contact me back. He has also failed to contact me back.
I drove all the way to midrand to go speak to someone in the repair centre. Let’s see if I get help there. Again, I am disgusted with you service!!!! I will never use MTN again!
DD
Denise D's update24 Oct 2016, 07:42
Reviewer Update
Hi Peggy
Thank you for your response. However, I am still waiting for your phone call. I spoke to the area manager of Oakfield last week regarding my issues. He said I must give him a day and he would contact me back. He has also failed to contact me back.
I drove all the way to midrand to go speak to someone in the repair centre. Let’s see if I get help there. Again, I am disgusted with you service!!!! I will never use MTN again!
DD
Denise D's updateReviewer Update
07 Nov 2016, 08:18This is why ill never use MTN again!!!!
_____________________________________________________________________________
Good Morning Kushal
I spoke to Mark just now and late last week, he said he would speak to higher management and get back to me.
He said that the visual inspection was done at his Oakfield store! Mark does not agree with the below statements and nor do I. I am tired of fighting now and would just like my phone back. I personally will never use MTN again, I will spread this story as far as I can and hope I get a few others to leave MTN but with the service I have received I believe I won’t have to do much.
My phone was not damaged when it went into both your stores!! Please can you send me the report that you have on hand that shows you did not open my phone! It was given in good condition besides that cover! MTN has damaged my phone more than what is was but anyways! I’ve been without a phone for over a month now!
I believe that my charging point has been fixed as discussed with you. Please can you get the phone sent to MTN Oakfield store where we can collect it!
Thank you
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 04 November 2016 05:10 PM
Hi Chris,
Trust you are well,
I have provided feedback from my end on how I can assist in respect to the device in question.
In respect to the damage to the front cover and back cover, as previously mentioned the device was not opened by the technical team, and to that extent specialized tooling is purchased from Sony which is used to open these devices in order to avoid damages to the device. The Sony devices requires mandatory spares such as adhesives that should a device be opened these spares will need to be put on in order to close these devices. No spares were requested on the system, which also indicates that the device was not opened.
The visual inspection report completed at store does not provide any indication as to the condition the device when sent through for repairs, and as discussed with Mark and as per feedback provided by store, the condition when received back from repairs was not validated thus liability of the damages cannot be placed on the repair centre
I have also engaged with my manager and senior manager as part of my internal escalation, who have the same sentiments as I have provided.
Regards,
Kushal
Sent: Thursday, 03 November 2016 10:38 AM
To: Kushal Singh [ MTN South Africa ] ********** /> Mark Ash [ MTN South Africa ] ********** />
Good day Krushal
It seems we are in a bit of a pickle!
I know for a fact when my wife's phone was sent in for repairs there was no damage to it whatsoever, our phones are always kept in covers with screen protectors, it is just something we do to ensure our phones are kept in good condition.
Now by the sounds of it you are holding us accountable for your store not following procedure of a visual check on the phone?
The crack on the front of the phone is clearly from someone attempting to open the phone as well as the chip on the back of the phone!
I cannot understand how a phone can chip or crack with a full cover on it when the phone is carried around in a hand bag
I will not accept the costs of the screen and back cover replacement as I know for a fact they were not there!
However I am more than willing to pay for the cover for the charge port as originally discussed
I do not believe that the phone was not opened for an inspection!
Your story in inconsistent and I find it to be nothing but nonsense and a money making scheme to cover your tracks!
This matter now needs to be resolved ASAP as it's been over a month of constant struggles and poor response from your team.
I expect this matter to be resolved with a conclusion within the next 24hours
Regards
On 03 Nov 2016, at 09:53, Kushal Singh [ MTN South Africa ] ********** wrote:
Hi Denise,
Trust you are well,
Apologies for this matter taking this long to resolve as I needed to ascertain the condition of the device that is being disputed.
I have reviewed the documents provided by the store, and as discussed with Mark, the visual inspection report is incomplete and does not indicate the condition of the device noted at point of book in at the store. The outcome from my internal investigation in respect to the assessment of the device by the technical repair team was that only a visual inspection was performed and as the device was previously deemed liquid damaged it was sent back to the store with the same findings plus the charging port cover missing.
I was able to motivate for the charging port cover to be replaced at no charge, however in respect to the crack on the front cover, walking through the technical steps taken during the assessment of the device which does not indicate that the device would have been damaged during assessment as it was not opened by the technician there will be a cost to have the front cover repaired. To my knowledge this will mean that the entire display will need to be replaced as this is one complete component.
Regards,
Kushal
Sent: Wednesday, 02 November 2016 01:36 PM
To: Kushal Singh [ MTN South Africa ] ********** Mark Ash [ MTN South Africa ] ********** /> .
Hi Kushal
Hope you keeping well. Do you have any news on my phone yet?
This is taking for ever and a day!!
Kind Regards
Sent: 02 November 2016 07:24 AM
To: 'Kushal Singh [ MTN South Africa ]' ********** Mark Ash [ MTN South Africa ] ********** />
Hi Kushal
Please can you have an answer by today.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 01 November 2016 04:12 PM
Mark Ash [ MTN South Africa ] ********** />
Hi Denise,
Apologies for the delayed response as I was out of the office until today.
I will engage with Mark further after reviewing the documents and we will advise.
Regards,
Kushal
To: Mark Ash [ MTN South Africa ] ********** Kushal Singh [ MTN South Africa ] ********** />
Good Day
Please can I get an update on my phone. I really would like to get it back this week.
Kind Regards
From: Mark Ash [ MTN South Africa ] **********
Sent: 28 October 2016 08:27 AM
Kushal Singh [ MTN South Africa ] ********** />
Good day,
Please see attached paperwork from the store as requested.
Warm regards,
Mark
To: Kushal Singh [ MTN South Africa ]
Hi Kushal
Thank you so much for your efforts. I contacted Mark, the branch manager. I have added him into the mail. Mark will help you get the documentation you need to get this matter resolved.
I really appreciate that you going to fix the charging point.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 27 October 2016 04:36 PM
Hi Denise,
I am well thank you, trust you are too.
I have called the store again today for the documents at point of book-in however was re-directed to another office as the store is going under revamp.
I have not yet had the charging port cover replaced as I wanted to get the documents from the store in order to escalate the crack to the front cover. I can have the charging port cover replaced at no charge as mentioned previously, but in respect to the front cover I will need to escalate this to the stores regional management team for them to advise on a way forward. As investigated, upon receiving the device, only a visual inspection was carried out and the device itself was not opened for such damages to occur.
Regards,
Kushal
Sent: Thursday, 27 October 2016 03:14 PM
To: Kushal Singh [ MTN South Africa ] ********** />
Hi Kushal
Hope you keeping well today. Any news on my phone yet?
Kind Regards
To: 'Kushal Singh [ MTN South Africa ]' ********** />
Hi Kushal
Thank you so much for your feedback. I guess I’ll have to accept that.
I want the crack on my phone fixed, I know that was not there before I sent the phone in.
I also know that no one else has worked on the phone besides MTN and the damage on the case is from your store. The damage is clearly from your store opening the phone and it was not there before I sent the phone in for repairs! There is not even a scratch on my screen. So, I don’t believe the fact the store did not open my phone as those damages where not there. I am 100% sure of this.
Like I said from day one I don’t mind paying for the charging point to be fixed. That is why it got sent in to the store in the first place to quote me to fix it! It would be nice if you can get that fixed.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 26 October 2016 10:30 AM
Hi Denise,
Trust you well,
I have investigated on my end with the technical team in respect to the assessments that were performed by us on this device and can note the below:
When the device was initially booked in for assessment on the 11/09/2015, it was assessed and deemed beyond economical repairs due to liquid damage as the liquid indicators were active. The technical team did put the device through the water resistant test which it did pass. I have attached a report extracted illustrating this. On the second occasion when the device came in again for the charging port cover to be replaced as it had come out, the technical team again assessed the device and as it was previously liquid damaged, and the liquid indicator was active was again deemed beyond economical repairs due to liquid damage and dispatched back to the store. There was no quote provided for replacing this port cover due to the liquid damage.
In respect to the dispute on the condition that we discussed on Saturday especially the front and back cover, I wait for the store to provide me with the documents completed when the device was handed in with them. The technical team has confirmed that the device was not opened as the liquid indicator was visible and active while they performed a visual inspection of the device.
I will follow up again with the store to send me the documentation, however please note that as I was advised as the device was previously deemed liquid damage and the liquid indicators are active the device cannot be repaired. I can however motivate that a charging port cover be put onto the device.
Regards,
Kushal
Sent: Tuesday, 25 October 2016 08:38 AM
To: Kushal Singh [ MTN South Africa ] ********** />
Subject:
Thanks so much.
I really apricate your assistance.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 25 October 2016 08:36 AM
Hi Denise,
Trust you are well,
Apologies for not coming back to you sooner, I am currently engaging with the technical team to advise on the previous assessments and will provide an update to you later today on this query.
Regards,
Kushal
Sent: Monday, 24 October 2016 07:55 AM
To: Kushal Singh [ MTN South Africa ] ********** />
Good Day
As discussed on Saturday, please find attached documentation I have.
Below are all my comments on hellopeter. The story is there.
I took the phone to SSS on Thursday last week and Ismal also did not want to work on the phone. He said MTN always does this and passes the buck onto them. He said if I find my port he would test it for me but till then he can’t look at the phone! I can’t find my port hints the fact I took the phone into MTN to get fixed.
The main issue is, I sent my phone in for a quote to get fixed on my own account. MTN refused to quote or help me! I got my phone back and its damaged more. Its cracked, scratched and the port did not want to close! I refuse to pay now to have my phone fixed. MTN must be help reliable for the damages.
Thank you.
DD
Denise D's update07 Nov 2016, 08:18
Reviewer Update
This is why ill never use MTN again!!!!
_____________________________________________________________________________
Good Morning Kushal
I spoke to Mark just now and late last week, he said he would speak to higher management and get back to me.
He said that the visual inspection was done at his Oakfield store! Mark does not agree with the below statements and nor do I. I am tired of fighting now and would just like my phone back. I personally will never use MTN again, I will spread this story as far as I can and hope I get a few others to leave MTN but with the service I have received I believe I won’t have to do much.
My phone was not damaged when it went into both your stores!! Please can you send me the report that you have on hand that shows you did not open my phone! It was given in good condition besides that cover! MTN has damaged my phone more than what is was but anyways! I’ve been without a phone for over a month now!
I believe that my charging point has been fixed as discussed with you. Please can you get the phone sent to MTN Oakfield store where we can collect it!
Thank you
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 04 November 2016 05:10 PM
Hi Chris,
Trust you are well,
I have provided feedback from my end on how I can assist in respect to the device in question.
In respect to the damage to the front cover and back cover, as previously mentioned the device was not opened by the technical team, and to that extent specialized tooling is purchased from Sony which is used to open these devices in order to avoid damages to the device. The Sony devices requires mandatory spares such as adhesives that should a device be opened these spares will need to be put on in order to close these devices. No spares were requested on the system, which also indicates that the device was not opened.
The visual inspection report completed at store does not provide any indication as to the condition the device when sent through for repairs, and as discussed with Mark and as per feedback provided by store, the condition when received back from repairs was not validated thus liability of the damages cannot be placed on the repair centre
I have also engaged with my manager and senior manager as part of my internal escalation, who have the same sentiments as I have provided.
Regards,
Kushal
Sent: Thursday, 03 November 2016 10:38 AM
To: Kushal Singh [ MTN South Africa ] ********** /> Mark Ash [ MTN South Africa ] ********** />
Good day Krushal
It seems we are in a bit of a pickle!
I know for a fact when my wife's phone was sent in for repairs there was no damage to it whatsoever, our phones are always kept in covers with screen protectors, it is just something we do to ensure our phones are kept in good condition.
Now by the sounds of it you are holding us accountable for your store not following procedure of a visual check on the phone?
The crack on the front of the phone is clearly from someone attempting to open the phone as well as the chip on the back of the phone!
I cannot understand how a phone can chip or crack with a full cover on it when the phone is carried around in a hand bag
I will not accept the costs of the screen and back cover replacement as I know for a fact they were not there!
However I am more than willing to pay for the cover for the charge port as originally discussed
I do not believe that the phone was not opened for an inspection!
Your story in inconsistent and I find it to be nothing but nonsense and a money making scheme to cover your tracks!
This matter now needs to be resolved ASAP as it's been over a month of constant struggles and poor response from your team.
I expect this matter to be resolved with a conclusion within the next 24hours
Regards
On 03 Nov 2016, at 09:53, Kushal Singh [ MTN South Africa ] ********** wrote:
Hi Denise,
Trust you are well,
Apologies for this matter taking this long to resolve as I needed to ascertain the condition of the device that is being disputed.
I have reviewed the documents provided by the store, and as discussed with Mark, the visual inspection report is incomplete and does not indicate the condition of the device noted at point of book in at the store. The outcome from my internal investigation in respect to the assessment of the device by the technical repair team was that only a visual inspection was performed and as the device was previously deemed liquid damaged it was sent back to the store with the same findings plus the charging port cover missing.
I was able to motivate for the charging port cover to be replaced at no charge, however in respect to the crack on the front cover, walking through the technical steps taken during the assessment of the device which does not indicate that the device would have been damaged during assessment as it was not opened by the technician there will be a cost to have the front cover repaired. To my knowledge this will mean that the entire display will need to be replaced as this is one complete component.
Regards,
Kushal
Sent: Wednesday, 02 November 2016 01:36 PM
To: Kushal Singh [ MTN South Africa ] ********** Mark Ash [ MTN South Africa ] ********** /> .
Hi Kushal
Hope you keeping well. Do you have any news on my phone yet?
This is taking for ever and a day!!
Kind Regards
Sent: 02 November 2016 07:24 AM
To: 'Kushal Singh [ MTN South Africa ]' ********** Mark Ash [ MTN South Africa ] ********** />
Hi Kushal
Please can you have an answer by today.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 01 November 2016 04:12 PM
Mark Ash [ MTN South Africa ] ********** />
Hi Denise,
Apologies for the delayed response as I was out of the office until today.
I will engage with Mark further after reviewing the documents and we will advise.
Regards,
Kushal
To: Mark Ash [ MTN South Africa ] ********** Kushal Singh [ MTN South Africa ] ********** />
Good Day
Please can I get an update on my phone. I really would like to get it back this week.
Kind Regards
From: Mark Ash [ MTN South Africa ] **********
Sent: 28 October 2016 08:27 AM
Kushal Singh [ MTN South Africa ] ********** />
Good day,
Please see attached paperwork from the store as requested.
Warm regards,
Mark
To: Kushal Singh [ MTN South Africa ]
Hi Kushal
Thank you so much for your efforts. I contacted Mark, the branch manager. I have added him into the mail. Mark will help you get the documentation you need to get this matter resolved.
I really appreciate that you going to fix the charging point.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 27 October 2016 04:36 PM
Hi Denise,
I am well thank you, trust you are too.
I have called the store again today for the documents at point of book-in however was re-directed to another office as the store is going under revamp.
I have not yet had the charging port cover replaced as I wanted to get the documents from the store in order to escalate the crack to the front cover. I can have the charging port cover replaced at no charge as mentioned previously, but in respect to the front cover I will need to escalate this to the stores regional management team for them to advise on a way forward. As investigated, upon receiving the device, only a visual inspection was carried out and the device itself was not opened for such damages to occur.
Regards,
Kushal
Sent: Thursday, 27 October 2016 03:14 PM
To: Kushal Singh [ MTN South Africa ] ********** />
Hi Kushal
Hope you keeping well today. Any news on my phone yet?
Kind Regards
To: 'Kushal Singh [ MTN South Africa ]' ********** />
Hi Kushal
Thank you so much for your feedback. I guess I’ll have to accept that.
I want the crack on my phone fixed, I know that was not there before I sent the phone in.
I also know that no one else has worked on the phone besides MTN and the damage on the case is from your store. The damage is clearly from your store opening the phone and it was not there before I sent the phone in for repairs! There is not even a scratch on my screen. So, I don’t believe the fact the store did not open my phone as those damages where not there. I am 100% sure of this.
Like I said from day one I don’t mind paying for the charging point to be fixed. That is why it got sent in to the store in the first place to quote me to fix it! It would be nice if you can get that fixed.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 26 October 2016 10:30 AM
Hi Denise,
Trust you well,
I have investigated on my end with the technical team in respect to the assessments that were performed by us on this device and can note the below:
When the device was initially booked in for assessment on the 11/09/2015, it was assessed and deemed beyond economical repairs due to liquid damage as the liquid indicators were active. The technical team did put the device through the water resistant test which it did pass. I have attached a report extracted illustrating this. On the second occasion when the device came in again for the charging port cover to be replaced as it had come out, the technical team again assessed the device and as it was previously liquid damaged, and the liquid indicator was active was again deemed beyond economical repairs due to liquid damage and dispatched back to the store. There was no quote provided for replacing this port cover due to the liquid damage.
In respect to the dispute on the condition that we discussed on Saturday especially the front and back cover, I wait for the store to provide me with the documents completed when the device was handed in with them. The technical team has confirmed that the device was not opened as the liquid indicator was visible and active while they performed a visual inspection of the device.
I will follow up again with the store to send me the documentation, however please note that as I was advised as the device was previously deemed liquid damage and the liquid indicators are active the device cannot be repaired. I can however motivate that a charging port cover be put onto the device.
Regards,
Kushal
Sent: Tuesday, 25 October 2016 08:38 AM
To: Kushal Singh [ MTN South Africa ] ********** />
Subject:
Thanks so much.
I really apricate your assistance.
Kind Regards
From: Kushal Singh [ MTN South Africa ] **********
Sent: 25 October 2016 08:36 AM
Hi Denise,
Trust you are well,
Apologies for not coming back to you sooner, I am currently engaging with the technical team to advise on the previous assessments and will provide an update to you later today on this query.
Regards,
Kushal
Sent: Monday, 24 October 2016 07:55 AM
To: Kushal Singh [ MTN South Africa ] ********** />
Good Day
As discussed on Saturday, please find attached documentation I have.
Below are all my comments on hellopeter. The story is there.
I took the phone to SSS on Thursday last week and Ismal also did not want to work on the phone. He said MTN always does this and passes the buck onto them. He said if I find my port he would test it for me but till then he can’t look at the phone! I can’t find my port hints the fact I took the phone into MTN to get fixed.
The main issue is, I sent my phone in for a quote to get fixed on my own account. MTN refused to quote or help me! I got my phone back and its damaged more. Its cracked, scratched and the port did not want to close! I refuse to pay now to have my phone fixed. MTN must be help reliable for the damages.
Thank you.