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Kyle A

1 reviews | Active since Jan 2013

13 Aug 2018, 14:59

Don't even bother with MTN

MTN - I've signed a contract for fibre to the home. Paid the initial fees. Waited over 3 weeks to get contacted to finalise the home inspection and the installation. Made multiple phone calls. Been assured a thousand times over that the issue will be resolved - and yet I'm still not making any progress with you. The entire experience has been appalling. PLEASE can someone contact me so that I can finally get this resolved and you can actually take my money every month? You'd swear you guys don't want it.

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Replies (2)
MTN South Africa
MTN South Africa's reply16 Aug 2018, 11:28
Official

Dear Kyle,

Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.

I have sent you an email to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.

Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again ,we highly appreciate your feedback as it will assist us in becoming better at what we do.

Sincerely,

Willem Jnr Loots

MTN Complaints Management Team

Best regards,

KA
Kyle A's update21 Aug 2018, 11:55
Reviewer Update
For anyone wondering whether MTN has changed my feelings towards them at this point - they haven't. Despite receiving a response to this complaint and feeling quite hopeful, it seems that providing feedback to their customers on the status of their issue is just too difficult/time consuming. Yet another discussion with the Fibre call center and another request to send my contract and other documentation on to a new e-mail address. Luckily they're intelligent enough to acknowledge and admit to their level of incompetence by including the right clauses in the terms and conditions of service: Clause 4.2: "MTN will make every commercially reasonable effort to promptly comply with any supply, installation and/or delivery requirements recorded in the Application Form, but MTN will not be liable to the Customer or any other person, insofar as the law allows, if the installation, supply and/or delivery is delayed or cancelled for any reason whatsoever." Every commercially reasonable effort? Unlikely. You can't even keep your customers in the loop on where the installation process stands (which, by the way, would make the world of a difference as far as the experience goes). Clause 4.3: "MTN endeavours to complete Installation of the ONT Device within 14 Business Days from the date that the Application for Installation is captured." Endeavour: try hard to do or achieve something. Not so sure. I've never been an MTN customer and after all of this, one things for sure - FTTH is the only thing you'll ever get money from me for (if it ever happens, at this rate), and that's only because I came to the very unintelligent decision that getting a new provider into the Estate instead of using a company that had already laid fibre would be so much more effort. Shocking.