Dissatisfying service from MTN

I purchased an iPhone 14 Plus from MTN's online platform, and it was delivered on the 8th of September. Unfortunately, the very next day, the phone became unresponsive, failing to charge or power on. I promptly visited the MTN store at the Mall of Africa, accompanied by my one-year-old son. Regrettably, my experience at the store was characterized by a lack of satisfactory service. I encountered a series of delays and was informed that my phone needed to be booked in for assessment and subsequently returned to the online department.

I must emphasize that throughout this ordeal, there was a notable absence of apologies or proactive attempts to resolve the situation from any MTN staff at the store. I reluctantly left my phone at the store, with the understanding that the online team would collect it for further inspection. According to MTN's policy, I should have received a replacement phone since my device was only a day old. Additionally, I was promised a replacement phone within 7 working days.

On the 13th of September, I received an SMS indicating that my phone had been dispatched, with an estimated delivery time of 3-4 working days. On the following Friday, I contacted MTN Mall of Africa to inquire about the phone's arrival, and the representative informed me that it had been dispatched but advised me to check back on Monday.

Subsequently, I called the online department on Monday to confirm if the phone had indeed reached the store, as I did not wish to make an unnecessary trip. The representative assured me that the store would provide me with a replacement phone. Upon visiting the store and speaking with Manager Nhlanhla Masango, I found that there were still no concrete answers or solutions offered. Ms. Masango informed me that she would keep me updated on the progress, leaving me in a state of frustration and uncer*****y.

It is imperative to clarify that I received a defective phone, and MTN's policy stipulates that in such cases, if the device is less than 7 days old, a replacement should be provided within 7 working days. However, as of now, seven working days have passed without me receiving my phone. Consequently, I find myself without a functioning device, and MTN is scheduled to debit my account at the end of the month for a phone I have been unable to use, along with benefits I have not been able to enjoy.

In this instance, it is evident that MTN has not adhered to its own policy regarding the timely replacement of defective devices within the stipulated 7 working days. Furthermore, there is a noticeable lack of accountability among the company's employees, and the dismissive nature of the service I have received has left me deeply dissatisfied.