disgustful service from MTN shop 101 canalwalk

<p>I upgraded my package at MTN shop 101 Canalwalk on the 26/03/2016 to a S6edge gold32g. A week and a half after the upgrade we discovered that the was a screen fault on the top left corner of the phone. We &nbsp;went to the store and spoke to clement, our sales consultant.he recommended that we have the phone assessed and then we can take it from there.the Samsung rep also agreed after assessment that there was an ink mark on the top lefthand corner of the phone. We did not have all the accessories of the phone with and had to come back the following day to book the phone in with all the accessories. We could not go the following day but we went on the 12/04/2026. Clement was off and we were helped by sonwabo ngubombi, who did all the paper work and informed me that the phone will be sent to the tech Dept for assessment and I would be contacted to tell me when I could collect the new phone as they would not repair it as it still falls within the warranty period. By the 28/04/2016 I had received no phonecall, Bo email or SMS or any other form of communication from either the store, shop101, or the MTN tech Dept. I decided to go into the store and question the procedure that needed to be followed in order for me to get a new phone.The time when I came to the store was St 20h23. I spoke to nothando sibanda , where she explained to me in a very abrupt manner that I had to phone the toll free number on my receipt in order to check up on the status of my phone. At this point I explained to her that firstly I did not have a phone to contact the toll free number and secondly why should I have to phone to the toll free number when I was informed that I was going to be contacted by the either thee store or tech Dept. She became very annoyed at me when I told her that I expect service as my ACC was already debited by MTN.she checked in the little store room within the shop and informed me that there was no stock of the colour choice phone currently. She then proceeded to check on the system where there is a similar colour phone within South Africa. Icwas informed that there was 4 gold colour S6edge phones in polokwane and she doesn't know how long it will take to be delivered to the store. I would have to wait. I told her that it was unacceptable to tell me that there is nothing that she can do its out of her hands. I will just have to come back and check if the phone is there for collection. Upon this remark I informed her that I am not be doing that as I don't feel the need to drive 25km from home to check up if the phone is ready for collection. MTN has to make a plan and have the phone delivered to my home upon arrival of it to the store. I requested to speak to the manager on duty. I was informed that there was no manager on duty. How can you as a multi million Rand enterprise not have a store manager on duty at night? How can the floor staff answer any queries that arise with a committed answer to the client that waalks into the store?</p> <p>I was told that she was sending the store manager, Clinton Tobias and denzil maggot , an email with regards to my issues that I have and as soon as they receive the mail the following day either one would contact me. I asked for the regional manger' s email address as well as the store managers. I was informed that I first need to contact the store mangers and that the will give me the regional manager,Charles Smith's email. There is also no landline to contact the store during the day to contact the store. I have to phone the call center of which the number is ***. I spoke to a very helpful lady by the name of Charlotte who told me that the lines was busy at the time of my call and she will escalate the issue to the relevant manager via email and ask them to contact me as soon as they are available.I again phoned the call centre on the 06/05/2016 and explained to the lady my situation and I would like to lay an official compliant about the store. She in turn tried to contact the store from another phone and to no avail she could not get through to the store. Why do you have contact details but we as customers cannot reach the store when we have issues. What kind of service is that? When I got the again after driving another 25km from home on the 07/05/2016 , yes the 07/ 05.2016. I was helped by moniqa. She was very helpful and even logged a request to the central warehouse to have a S6 edge gold to be issued to the store I'm order to resolve the issue on hand. Yet again , no store manager to take responsibility. Why can the store mangers leave early and leave the store unattended &nbsp;but get paid huge salaries.the floor staff cannot make decisive decisions which in return infuriate the customers. When I posed the question about the free data on the sim that I have , that I lost becuase of the whole delay ,I was told that I could use the sim in another phone in order to get the data that was left ad there was nothing that nothando couldcdo about it. Again I mentioned the fact that I did not have a phone in order to use the sim.</p> <p>I even opted that I am willing to change the contract to a more expensive package with Monique in order to be sorted as I am very frustrated with the current situation as there &nbsp;was only white s6edge 32 gig and 64gig green phones available in store. I was informed that it was to late to that but she understand my frustration.&nbsp;</p> <p>What do I need to do to resolve this issue ? I am very disgusted at the service at the service that was rendered to me from this particular store. Hopefully somebody will respond to this in order to sort out the current situation of utterly disgusted disappointment from MTN. &nbsp;</p> <p>Regards&nbsp;</p> <p>Mr Narker</p>