Dissatisfaction - MTN Baywest Mall Entrance 3 bottom store

Dear Madam

As per our conversation where I approached your store out of pure frustration with the abovementioned store's lack of customer service and compete disrespect.

I took out a new contract for a upgrade, on 25th February 2018 (Sunday). I was given a new Huawei P Smart Phone. The consultant gave me the box and told me to open the box and walked away. I have no copy of my contract nor paperwork to even say that I signed a new contract. (still waiting for that)

I noticed that there was slight dent on the phone by the headset hole, there is no evidence nor paint chip on the phone, so assumed it was a manufacturing problem. I then took the phone back to the store on the 2nd March 2018 (Friday) everything in the box including the earphone which was still in its sealed plastic. The consultant ask me to take the phone to the repair center in Newton Park. When I got there the the technician took the phone and put a headset into the phone and said that the pins have moved and that I should take it back to the store where I signed a contract.

On 3rd March 2018 (Saturday) I took everything back to the store and asked for the store manager. I was really upset because I was still not able to use the phone and explained my dilema. The Manager sat at a desk did not even approach the counter where I stood and proceeded to tell me that he has been a manager for 16 years and that I must have hit the phone against a table

I argued the fact that if i did that the paint would have chipped and the screen would crack as well as scratches on the phone. He told me to just chill and wait until Monday when the 7 day period was over and he said that he would speak to the Huawei rep and get back to me.

On Monday evening I went back to the store because he never contacted me. I was advised that he was not at the store but that they would call him. They could not reach him telephonically and asked me to wait for him. One hour lapsed before he came back. No apologies or nothing from anybody. He then told me to take the phone down to We Fix (Huawei repair centre) and to make sure that I am back at the store before 5pm so that he could go home. (What a ****** cheek) .The We Fix center looked at the phone and said the phone had not been dropped or damaged by me because there would be chipped paint and scratches on the phone. I took the phone back the store again. The Manager then advised me that the rep said that the phone needs to be assessed. He then took the phone and said it will get back to me.

On Wednesday 7th March 2018 I still had no correspondence and went back to the store where he advised that he had sent the phone to Cape Town and would get back to me by Today (9th March 2018). I went back to the store again today because once again no contact from the elusive Manager. One of the consultants advised me that he had left for the day, 16h45.

I still dont know what is happening nor do I know where my phone is. Nobody can tell me at this wonderful MTN store. I asked for the Regional Managers contact details and they refused to give it to me

It was only when I contacted you, that I received the necessary information I required.

I wish to formalise this complaint as I feel that the Manager of that store is rude, bombastic and has no client report. He has made my experience with MTN most unpleasant. I have been a MTN client for many years and this is the first time that I feel so disgruntled I know that you are not connected this the particular store in question, and I wish to thank you and your staff for trying to assist me

Regards