NN
Nkululeko N
1 reviews | Active since Oct 2014
09 Nov 2015, 08:05
Faulty Device
I submitted My cellphone at MTN shop in Carlton Center on the 30th October as it has broke down AGAIN. It is the second time the phone breaks and I am told I will not be getting a new one by Tim. He said it needs to be under 6 months to be replaced and what makes no sense is in its 3rd month I took it in to be fixed because it broke. Now why was I not given a new device as per Tim saying it needs to be under 6 months from point of activation to get a new device? Now it broke again I took it to MTN shop on the 30th as I have said and I called on the 4th November to query how long need I wait to get a device. No one could literally assist me and I was promised to be called back. I called back on the 6th November to ask the whereabouts of my device and I am told that the repair center does not have the phone it is only booked to be collected on the 6th. How ****ing ridiculous is that? It takes 5 ****ing working days to collect a device that was booked last week Friday. 1st of all this is a contract I am paying for. I may not be a high value client to MTN but I am paying for that. What kind of service is this? Is this the service your clients should expect? This is unacceptable!!!!!
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MTN South Africa's replyOfficial
09 Nov 2015, 15:59Hello Nkolonzi,
Thank you for your Post
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
We have tried calling you today without any luck to get the IMEI number of the phone so that we may tract the whereabouts of the phone.
Kindly note Phone can only be exchanged if it is booked within the warranty period which is 6 months, it can only be exchanged after it has been physically assessed and fault is found. There is no exchange for physical damage. if phone is physically damaged as a customer you are liable to pay for the damages and there only time the handset gets exchanged it is when it has been booked more than 3 repair sessions for the very same fault .
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Thank you for your Post
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
We have tried calling you today without any luck to get the IMEI number of the phone so that we may tract the whereabouts of the phone.
Kindly note Phone can only be exchanged if it is booked within the warranty period which is 6 months, it can only be exchanged after it has been physically assessed and fault is found. There is no exchange for physical damage. if phone is physically damaged as a customer you are liable to pay for the damages and there only time the handset gets exchanged it is when it has been booked more than 3 repair sessions for the very same fault .
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Best regards,
MTN South Africa's reply09 Nov 2015, 15:59
Official
Hello Nkolonzi,
Thank you for your Post
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
We have tried calling you today without any luck to get the IMEI number of the phone so that we may tract the whereabouts of the phone.
Kindly note Phone can only be exchanged if it is booked within the warranty period which is 6 months, it can only be exchanged after it has been physically assessed and fault is found. There is no exchange for physical damage. if phone is physically damaged as a customer you are liable to pay for the damages and there only time the handset gets exchanged it is when it has been booked more than 3 repair sessions for the very same fault .
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Thank you for your Post
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
We have tried calling you today without any luck to get the IMEI number of the phone so that we may tract the whereabouts of the phone.
Kindly note Phone can only be exchanged if it is booked within the warranty period which is 6 months, it can only be exchanged after it has been physically assessed and fault is found. There is no exchange for physical damage. if phone is physically damaged as a customer you are liable to pay for the damages and there only time the handset gets exchanged it is when it has been booked more than 3 repair sessions for the very same fault .
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Best regards,