Disgusting Customer Service - MTN HVRC Durban Centre

Unbelievable response from MTN..please read from below.

Good Day

This is the same explanation I have been receiving from day one. If you look at the call history it will confirm this is not the case as I have spoken to a number of the agents ie (Andrew,Gugu and a few more) and they were escalating to the supervisor and the supervisor was supposed to have contacted me to have this resolved. I have booked in the Phone with Rebone and Zipho at your Nandi Drive Offices and there advised me that these phones cannot be repaired as it is a common problem and MTN replaces them. I seem to be getting the same explanation for 2 weeks now that it is “work in Progress”….if anybody bothered to read my below email regarding the history of my plight to resolve this matter I would not be repeating myself over and over. I suggest you guys have a senior MTN staff member call me and have this matter resolved urgently as this is getting not only unacceptable but also unbelievable. I have no choice but to place this complaint on Hello Peter with all correspondence thus far to show other loyal consumers how inefficient MTN is.

My contact number is ********** 413

Kind Regards

From: HVRC_Repairs **********
Sent: Monday, 22 May 2017 12:00 PM
To: Senchel Naidoo ********** /> Subject: RE: REF: WIDB ********** - Cell No: ********** 670 [# ********** 0]

Good Day Senchel,

We apologise for the delays and inconvenience caused, the job card status says work in progress as the repairs are still in progress, according to the records on the system your device was booked in for repairs and not warranty assessment whereby a new device was supposed to be issued.

Kind Regards,
Boipelo Phiri
HVRC Contact Centre Agent
After Sales Contact Centres
Toll Free Number: ********** (FIX) 349

--Original Message--
From: ********** /> Date: 2017/05/22 11:39:51 AM
To: ********** /> Cc: ********** /> Subject: RE: REF: WIDB ********** - Cell No: ********** 670 [# ********** 0]

Good Day Edith

Thank you for your response to my email.

I was promised a new device 2 days after booking in my device. I did not get any feedback to any delays but have been basically ignored

Via email and telephonically. It has now been 2 weeks and still no device nor feedback if there is stock issues. This has put me in such an inconvenience, business wise as I have lost many deals. Im sure stock issues do not take 2 weeks , since MTN is one of largest or the largest cellphone company in SA.

You guys are offering the phone on contract...why is it so difficult to just replace my phone since 2 weeks due to stock issues ??. If the stock was an issue , I should’ve been informed as my old device was working fine only the wifi was not picking up any signal which I was told cannot be repaired and a replacement unit has to be given to me but I had to book the device in to the HVRC centre in order to get the new phone.

Please give me an estimated time of stock arrival so I can make alternate arrangements as this has caused a major inconvenience to me.

Kind Regards

From: HVRC_Repairs **********
Sent: Monday, 22 May 2017 8:16 AM
To: Senchel Naidoo ********** /> Subject: RE: REF: WIDB ********** - Cell No: ********** 670 [# ********** 0]

Good day, Senchel

I hereby acknowledge the receipt of your email

Please be advised delivery dates are estimates only and dependent on availability of stock, tooling, equipment, capacity etc. Repair center will endeavor to meet promised return dates but shall not guarantee delivery in the event of unforeseen circumstances.
Kindly note that as soon as stock is available your device will be exchanged.

We apologise for the inconvenience.

Thank you
Kind Regards,
Edith Itshegetseng
HVRC Contact Centre Agent
After Sales Contact Centres
Toll Free Number: ********** (FIX) 349

--Original Message--
From: ********** /> Date: 2017/05/19 3:39:41 PM
To: ********** /> Subject: RE: REF: WIDB ********** - Cell No: ********** 670

Good day Team

Please assist with the below query

Kind Regards,
Zanele Nzwana
Customer Services
MTN SA

You can now text your query to us! Simply SMS 44303

Reference Number: ********** 3

Kind Regards,
Zanele Nzwana
Customer Services
MTN SA

You can now text your query to us! Simply SMS 44303

Reference Number: ********** 1

--Original Message--
From: ********** /> Date: 2017/05/19 3:26:59 PM
To: ********** /> Subject: RE: REF: WIDB ********** - Cell No: ********** 670 [# ********** 1]

Please see below details requested in RED

Kind Regards

From: Customer Care **********
Sent: Friday, 19 May 2017 3:17 PM
To: Senchel Naidoo ********** /> Subject: Re: REF: WIDB ********** - Cell No: ********** 670 [# ********** 1]

Good day Senchel,

Thank you for emailing Customer Care.

To process the request and for security reasons, please confirm the following:-

I.D Number: ********** 223080
MTN Pin: ????
Address: 7 Walrus Walk, Bayview , Chats worth
Work Telephone Number: ********** 413
Bank Name: FNB
Kind Regards,
Angela Manne
Customer Services
MTN SA

You can now text your query to us! Simply SMS 44303

Reference Number: ********** 1

--Original Message--
From: ********** /> Date: 2017/05/19 2:12:11 PM
To: ********** /> Subject: REF: WIDB ********** - Cell No: ********** 670

Good Day

Being a faithful and valued customer with MNT for numerous of years, I am appalled by the service I have received by the MTN HVRC Durban Walk in Centre. I have been asked by them after numerous times frequenting the centre to book in my phone as it was not picking up any Wifi signal. I was told that the device cannot be repaired but has to be replaced, but I need to bring it in to be booked in so I can receive a new one. Firstly was told to email them to find out if there is stock availability which I did numerous times but got no response and eventually when I did, I was then told that I must book it in with them to have the stock allocated to me which I did. I came in last Tuesday (09/05/2017) and handed my device in and was told that I will receive a new device on Thursday (11/05/2017) which I didn’t think was too bad to be without a phone.

I have not been contacted since then to pick a new device as promised although I have sent countless emails and telephones calls to the call centre who keeps telling that the work order is in “work in progress” status but there is no work to be done just a swop out with a new device. The customer service communication is totally disgusting as nobody even bothered to contact me if there was a problem with a stock issue etc which I clearly would understand due to the fact that I come a customer service background. Everyone I have spoken to many call centre operators and promised that they will be escalating it to their supervisor and will they be contacting me shortly but seems even the supervisors have no regard for customer service so its no wonder their staff behave in the same fashion as well. My device is used as a business phone and without having it has cost me financially has I have missed many business deals that I could have capitalise on..which nobody can compensate me for. I am really disappointed with the service I have received and should you want to verify any details of the email above, I can send you all correspondence via email and even the read receipts that I have received from the customer service representatives in question. I was even told to go buy another phone in the interim at my own cost to use my sim card!!!!!!!

I hope by contacting the customer care centre I hope I will receive some sort of resolution to my dilemma or if not I will post on hello peter to raise awareness of the service that can be expected from MNT

Thanks

Senchel Naidoo

********** 413