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Aadil C

1 reviews | Active since Oct 2017

17 Oct 2017, 10:23

Failure to replace Dead on Arival Contract Device

I had returned a faulty on arrival Galaxy S8+ directly to MTN's High Volume Repair Center in Midrand. This should have been a no issue replacement. I had received the COL collection/replacement number for the replacement device .

Three months later I'm still playing telephone ping pong between MTN and Mondo - MTN's third party service provider, buyer be ware! - for the replacement phone.

Since MTN is gleefully billing me every month why do they seem unable to get me the replacement device I'm effectively paying for something I have not received.

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Replies (4)
MTN South Africa
MTN South Africa's reply20 Oct 2017, 14:25
Official

Good day Aadil

Thank you for your post and taking my call.

We apologize for the inconveniences that you have experienced. We completely understand the frustration it causes.

We would like to advise that this matter is receiving priority attention. We have referred the matter to the relevant department as urgent therefore we anticipate a resolution of the issue within the shortest period possible.

Should you require any further assistance with your account, please write back to us and we will attend to the matter accordingly.

Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst

Best regards,

AC
Aadil C's update24 Oct 2017, 13:22
Reviewer Update
Hi Kabelo, Has there been any progress since our telephonic conversation on Friday?
AC
Aadil C's update30 Oct 2017, 11:05
Reviewer Update
Hi Kabelo, So you guys tried to ship me a replacement in... Capetown! How is MTN dropping the ball this much on such a a fundermently simple issue?
AC
Aadil C's update14 Nov 2017, 19:54
Reviewer Update
MTN is exhibiting an astounding level of incompetence, with zero will to resolve this relatively simple issue. This, in spite of continuously acknowledging the state of their poor service in each of our successive (pointless) communications. Furthermore, MTN is happily billing for the undelivered device and now refuses to cancel the contract without a penalty. When MTN finally decided to action my complaint and send me a new device - they ask me to collect it in Cape Town 1500km away seeminly ignoring the fact that MTN has all my details on record and that I had repeated it numerous times thought out this game of telephone ping pong.