RS
Ruan S
1 reviews | Active since Dec 2015
27 May 2017, 16:21
False Advertising
<p>To MTN</p> <p> </p> <p>Dating back to my previous complaint on Hello Peter in March 2017, which was resolved. The new issue is extremely serious and sensitive. In February, MTN had a promotion for new and exisiting customers to sign up for any MyChoice contract starting with the +S which included additional bonus 50gig data and 10000 MTN-to-MTN minutes. I wanted to sign up for the contract and was told by various sales persons at various MTN branches to wait until March as the same contract mght become cheaper and will still be able to sign up for the contract including the Big Bonus Data and Airtime. The phone and contract in Question was the Sony Xperia Z5 Premium on MyChoice +S. When I wanted to sign up in March 2017 I was informed the Big Booster promotion does not exist anymore, but the sales person said that the MyChoice 100 is now R399 and that surely the MyChoice +S should also be cheaper (R429 my previous HelloPeter complaint, which was resolved and I was apologised to). I was told to sign up for a MyChoice 100 and just to buy Axxess Data. I signed up for the Mychoice 100 in March 2017. Now in May, I wanted to discard my MTN Yellow trader books from February 2017 till May 2017 and upon reading I found in very small bold black letterling that the promotion for the additional 50gig data and 10000MTN-To-MTN was valid until 31 March 2017. My contract was signed on the 24 March. I informed my sales person and they said that MTN holds the right to withdraw promotions. If that is the case, MTN should then have informed the publc so in the February edition and also stated in March 2017 that the Big Bonus data and Airtime promtion has been withdrawn, which was not the case as I went to the last past to double check. Plus it does state while stock lasts and also limited offer, but there was plenty of Stock left ofthe Sony Xperia Z5 Premiums and the promotion runs till 31 March 2017. This is seen as false public advertising and discriminatory advertising. I feel that I was done in and that my contract must be changed with immediate effect to the MyChoice +S (100 minutes and 2gig data) with the additional 50gig data and 10000 MTN-To-MTN minutes as this is the contract that I choose from day one and could not get due to the "withdrawl". I have kept all corrospondence and prove that I wanted to signed up for the MyChoice +S contract at R579 (which was informed that March could possibly be R429). This contract issue has nothing to do with any branch and only to do with MTN headoffice. The branch where my contract was signed only did what they tought was correct by the way they were informed. They did a superb job in assisting me and was also in shock by the promotion withdrawl. Thus this issue needs to be resolved and my contract changed with immediate effect and the Big Booster promotion instated. Otherwise I will be forced to go to social media platforms, which I feel should be as a very last resort. I'm really not here to fight, just tired of all the problems that I had thus far with MTN and the troubles I had to fix by myself. Also here to inform MTN to be socially ethical and do what is right as this is a very serious issue and "False Advertising" is not something that is not taken lightly by the public. So please do the right thing, MTN you know that is ethically right. </p>
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Replies (6)RS
Ruan S's updateReviewer Update
29 May 2017, 08:53Furthermore to my above message, I was contacted by the regional Manager in March about the same contract, but concerning a different price (as mentioned earlier R429). The regional manager also informed me that firstly the contract of R429 does not exist and he understands why the sales person might have thought that the R579 contract might have been actually R429 (the 549 contract was cheaper in March and there was a R30 difference between R549 and R579 contract). The R549 contract is now R399 or was still in April. This is still for the same phone (Sony Xperia Z5 Ptemium). Secondly that the Big Booster Promotion does not exist anymore. Which is wrong becuase it clearly states in a small bold lettering promotion valid till 31/03/2017. If Game, Dions, Spar or who ever publishes in the newspaper the promotion is valid till 31/03/2017 and stops promotion (even if there is sufficient inventory) then by Law the consumer is protected by ASASA (Advertising Standards Authority of South Africa) and Direct Selling Association's code which protects the consumer agianst unfair and misleading practices. This then forces that company to abide by the Codes of conduct and they have to run the promotion till the closing date as published. Thus, the regional manager and other sales personel supp**** info which they thought was the correct info supp**** to them, but in turn was incorrect. As I mentioned before please ensure that I get the right contract with the Big Booster promosion which was still available in March according to the small bold black lettering stating 31/03/2017.
RS
Ruan S's update29 May 2017, 08:53
Reviewer Update
Furthermore to my above message, I was contacted by the regional Manager in March about the same contract, but concerning a different price (as mentioned earlier R429). The regional manager also informed me that firstly the contract of R429 does not exist and he understands why the sales person might have thought that the R579 contract might have been actually R429 (the 549 contract was cheaper in March and there was a R30 difference between R549 and R579 contract). The R549 contract is now R399 or was still in April. This is still for the same phone (Sony Xperia Z5 Ptemium). Secondly that the Big Booster Promotion does not exist anymore. Which is wrong becuase it clearly states in a small bold lettering promotion valid till 31/03/2017. If Game, Dions, Spar or who ever publishes in the newspaper the promotion is valid till 31/03/2017 and stops promotion (even if there is sufficient inventory) then by Law the consumer is protected by ASASA (Advertising Standards Authority of South Africa) and Direct Selling Association's code which protects the consumer agianst unfair and misleading practices. This then forces that company to abide by the Codes of conduct and they have to run the promotion till the closing date as published. Thus, the regional manager and other sales personel supp**** info which they thought was the correct info supp**** to them, but in turn was incorrect. As I mentioned before please ensure that I get the right contract with the Big Booster promosion which was still available in March according to the small bold black lettering stating 31/03/2017.
RS
Ruan S's updateReviewer Update
29 May 2017, 09:22The right contract is the MyChoice +S (100 minutes and 2Gigs of data plus Big Booster additional 50Gigs data plus 10000 MTN-To-MTN minutes x24 months). I know for a fact that this is a extremely strong case as I have kept all corrospondence and I was approved for any contract during the month of March 2017, but could not sign up for the Big Booster as it "did not exist anymore". Please understand my frustration and irritation as I feel I've been done in badly and feel its ethically not right. For all the work that I put in in getting the phone myself (after I was informed it will arrived in the following 5 days), following up with another branch where the phone came from anf they even said they tried calling and no repsonse, and waiting for the so called R429 contract. I've been extremely patient and and also waiting a year and 8months to finally get the dream phone that I alway wanted. Like I said I have alot of patients and this is my last message. I felt the need to explain the whole story in and please do take into considerstion I'm not here to get anybody fired. I'm here to inform MTN to change my current contract to the MyChoice +S contract with the Big Booster promotional benefits which is legally owed to me and was still available at the time I was approved for any contract, but was informed or persuaded to take a different contract and just buy Axxess Data.
RS
Ruan S's update29 May 2017, 09:22
Reviewer Update
The right contract is the MyChoice +S (100 minutes and 2Gigs of data plus Big Booster additional 50Gigs data plus 10000 MTN-To-MTN minutes x24 months). I know for a fact that this is a extremely strong case as I have kept all corrospondence and I was approved for any contract during the month of March 2017, but could not sign up for the Big Booster as it "did not exist anymore". Please understand my frustration and irritation as I feel I've been done in badly and feel its ethically not right. For all the work that I put in in getting the phone myself (after I was informed it will arrived in the following 5 days), following up with another branch where the phone came from anf they even said they tried calling and no repsonse, and waiting for the so called R429 contract. I've been extremely patient and and also waiting a year and 8months to finally get the dream phone that I alway wanted. Like I said I have alot of patients and this is my last message. I felt the need to explain the whole story in and please do take into considerstion I'm not here to get anybody fired. I'm here to inform MTN to change my current contract to the MyChoice +S contract with the Big Booster promotional benefits which is legally owed to me and was still available at the time I was approved for any contract, but was informed or persuaded to take a different contract and just buy Axxess Data.
MTN South Africa's replyOfficial
13 Jun 2017, 08:41Dear Ruan,
Thank you for your post.
We are terribly sorry for the inconveniences that you have experienced as a result of this.
We completely understand the frustration it causes.
We would like to advise that this matter is receiving priority attention.
We anticipate a resolution of the issues within the shortest period possible, looking at all various alternatives, please bear with us during this process.
We would like to assure you that we are actively working to improve our service levels.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply13 Jun 2017, 08:41
Official
Dear Ruan,
Thank you for your post.
We are terribly sorry for the inconveniences that you have experienced as a result of this.
We completely understand the frustration it causes.
We would like to advise that this matter is receiving priority attention.
We anticipate a resolution of the issues within the shortest period possible, looking at all various alternatives, please bear with us during this process.
We would like to assure you that we are actively working to improve our service levels.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
RS
Ruan S's updateReviewer Update
13 Jun 2017, 10:22Hi Willem Jnr Loots
Thank you for the professional response and manner in which this case is being handled.
Please note as I have mentioned before, this is not a branch or sales personel fault at all as they too were unaware of the small print (Promotion valid from 1 February - 31 March 2017). There were more than enough stock availavble of the Sony Xperia Z5 Premium's during March 2017 for me to receive the MyChoice +S (100 minutes and 2Gigs of data plus Big Booster additional 50Gigs data plus 10000 MTN-To-MTN minutes x 24 months).
Please ensure my contract gets changed over this week. I have lost all my patience now as this has gone on far too long and WILL NOT accept any thing less.
Warm regards
Ruan
RS
Ruan S's update13 Jun 2017, 10:22
Reviewer Update
Hi Willem Jnr Loots
Thank you for the professional response and manner in which this case is being handled.
Please note as I have mentioned before, this is not a branch or sales personel fault at all as they too were unaware of the small print (Promotion valid from 1 February - 31 March 2017). There were more than enough stock availavble of the Sony Xperia Z5 Premium's during March 2017 for me to receive the MyChoice +S (100 minutes and 2Gigs of data plus Big Booster additional 50Gigs data plus 10000 MTN-To-MTN minutes x 24 months).
Please ensure my contract gets changed over this week. I have lost all my patience now as this has gone on far too long and WILL NOT accept any thing less.
Warm regards
Ruan
RS
Ruan S's updateReviewer Update
20 Jun 2017, 08:09Hi Willem Jnr Loots
Just a follow up. When is my contract being changed over? If you could let me know before close of business today.
I just cant understand why it is so difficult for MTN to change my contract over. All the proof that I have makes up for an extremely strong case. MTN has caused me enough hassles that I needed to sort out by myself. All I'm simply asking is change my contract over as I have requested. If MTN really wants to make things difficult I can get CPA involved to take over my case. I'll provide them with all the proof.
Without taking this matter too far, please change my contract over which is rightfully and lawfully owed to me.
Regards
Ruan
RS
Ruan S's update20 Jun 2017, 08:09
Reviewer Update
Hi Willem Jnr Loots
Just a follow up. When is my contract being changed over? If you could let me know before close of business today.
I just cant understand why it is so difficult for MTN to change my contract over. All the proof that I have makes up for an extremely strong case. MTN has caused me enough hassles that I needed to sort out by myself. All I'm simply asking is change my contract over as I have requested. If MTN really wants to make things difficult I can get CPA involved to take over my case. I'll provide them with all the proof.
Without taking this matter too far, please change my contract over which is rightfully and lawfully owed to me.
Regards
Ruan
RS
Ruan S's updateReviewer Update
27 Jun 2017, 14:44Hi Willem Jnr Loots
I just want to apologise for my previous two messages. I was going through a rough time, plus I needed to assist a family member, my girlfriend and her mother with their services provider's problems. If's its not Vodacom, then its telkom and now this. Like I said I do apologise, but I am sooo frustrated in dealing with issues that service providers causes, that I wen off on you. You were only trying to help. Everyone keeps on telling me you wont win with the giants, they just do not care about you. You are nothing to them, just someone from whom they can take money from.
All I wanted was the Mychoice +s with the BIG Promotion contract, was told it does not exist eventhough there was plenty stock and valid till end of March 2017. All I'm asking MTN is prove everyone wrong that you do care for your customers. I will go out of my way to write a long positive response and even post on social media websites about the great service. I've been through enough with service providers letting me down, not treating their people right or caring for their people.
I love MTN, always have and always will. Willem Jnr Loots I understand that you just handle the cmplaints and sure you have a lot of complaints. Thats why I'm not complaining, jst asking to motivate this important and sensitive case. All I can ask is please make this customers day special and grant me the contract that I so wanted from the beginning.
Awaitng your most favourable response
Warm regards
Ruan
RS
Ruan S's update27 Jun 2017, 14:44
Reviewer Update
Hi Willem Jnr Loots
I just want to apologise for my previous two messages. I was going through a rough time, plus I needed to assist a family member, my girlfriend and her mother with their services provider's problems. If's its not Vodacom, then its telkom and now this. Like I said I do apologise, but I am sooo frustrated in dealing with issues that service providers causes, that I wen off on you. You were only trying to help. Everyone keeps on telling me you wont win with the giants, they just do not care about you. You are nothing to them, just someone from whom they can take money from.
All I wanted was the Mychoice +s with the BIG Promotion contract, was told it does not exist eventhough there was plenty stock and valid till end of March 2017. All I'm asking MTN is prove everyone wrong that you do care for your customers. I will go out of my way to write a long positive response and even post on social media websites about the great service. I've been through enough with service providers letting me down, not treating their people right or caring for their people.
I love MTN, always have and always will. Willem Jnr Loots I understand that you just handle the cmplaints and sure you have a lot of complaints. Thats why I'm not complaining, jst asking to motivate this important and sensitive case. All I can ask is please make this customers day special and grant me the contract that I so wanted from the beginning.
Awaitng your most favourable response
Warm regards
Ruan