Frustrating Experience with MTN's Order Process

I ordered a phone on the MTN website and later received a message stating it was out of stock, with a promise of an update within 48 hours. After not hearing back, I contacted MTN on 11 October 2024 and was informed the phone was only available in a different colour. I placed my order, expecting delivery within 3 to 7 business days. Different from the 1 to 3 business days on the website.

Three days later, I received an incomplete message about my order status. When I called for clarification, I was told everything had been processed and was transferred to the courier company, which had no record of my device. This issue repeated itself with more incomplete messages and no contact from the courier.

On 18 October 2024, after still receiving no updates, I called MTN again. I was asked if I had checked with the courier, despite having already done so. I was then given an invalid contact number for a "relevant department", and was later subjected to multiple transfers to what was repeatedly labeled the "relevant department." After speaking to about seven different people at MTN, I was given the number of an external sales company, which I was told would be able to assist me as I had placed my order with them. This came as a shock to me because when I placed the order, I had contacted the 135 MTN number.

It was only after contacting the external sales company that I received any help. I learned that my order was stuck due to a system error (hence the incomplete messages about my order status), and that this had been escalated to the relevant people, but I would need to cancel my order and go to a store for assistance. They informed me that my order was never going to arrive, which MTN had failed to communicate to me.

Ultimately, I canceled my order and went to a Telekom store, where I received excellent service and a new phone the same day. As a long-time MTN customer, I am utterly disappointed with this experience, and I hope my order is canceled without further delay.