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Siphesihle Z

1 reviews | Active since Dec 2017

14 Dec 2017, 12:04

Faulty IPhone, Terrible Service, No Stock for Replacement

I purchased an IPhone SE on MTN Contract from MTN Cascades in Pietermaritzburg. The branch had no stock,so phone was to be delivered. After the phone was delivered, I could not use it as simcard was not activated. I was told by several MTN branches that they cannot assist me with activation, I needed to call a number on the invoice (a cost call). After waiting for 15minutes, the Porting I had requested had not been done. 5days later the phone was activated and ported successfully. 3 days later the phone malfunctioned (Home button not working). I took the phone to MTN Cascades where I was told it would have to be booked in. After 3 weeks of training and endless calls to the Branch and Callcentre, I was told the unit would be replaced. A month later I have been given the reference number to use at the branch to get a new device, however the branch has no stock again. I have called the branch over 4 times this morning, asking that they offer me another phone of the same value as I have been paying for a device I have not even used for a week and cannot wait much longer for stock. They have promised to call me back but have not asyet. This is disgusting service and when I raised the fact of wishing to cancel the contract, I was told I could not as the 7 day cancellation period had lapsed. All I want is a working and reliable phone.

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Replies (2)
MTN South Africa
MTN South Africa's reply17 Dec 2017, 19:05
Official

Dear Valued Customer,

Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.

Please be advised that this has been escalated to Pietermaritzburg Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.

Warm regards,

Mike Ramaboka

Complaints Management Team

SZ
Siphesihle Z's update02 Jan 2018, 10:14
Reviewer Update
Good Morning MTN. I posted this review on the 14th of December, 19 days later I have not even received a single call from MTN about an arrangement nor a date when I could be receiving a new device. MTN has debited my account twice over this period but I am without a device although I am paying for it. I had to buy another device,which means had I not my business would be at a standstill now for 2 months. I had to call the Cascades branch to enquire about any progress, they informed me that since I had written this review that the matter had been escalated to Head Office and would therefore had to deal with Head Office as the matter is now out of their hands. I asked for a number for Head Office but was told they do not have it and alternatively gave me Donovans number (Cascades Branch Manager). When I called him he made me feel as if I had been wrong by publishing their incompetence and vowed to get back to me on that particular day (19-12-2017) with a reference number that would allow me to get another phone as the matter is now with Warehouse Manager, I obliged. It is now the 2nd of January 2018 and I have not heard from anyone either from Cascades, Warehouse or Head Office. I now hereby demand that my contract be cancelled and my premiums (for the device) be reimbursed. Failing which I expect an unreserved public apology and compensation for my contract to continue with MTN. I demand a phone call from an MTN representative within 3 days from today and for the matter to be concluded by end of business Friday. Failing which I shall seek legal advice before making it my objective to publicly inform all current and future MTN customers to boycott the network. Being an active Politician, Business Person and a Youth leader, I warn you that this will not be in MTNs favour. I have been very very patient and considerate but I find this to be an abuse of my hard earned money, consideration and my legal rights. My number is ********** 809. I leave the rest to you MTN.