Frustrating Service... or lack thereof

<p>On Wednesday 26th April 2017 I called MTN Direct Sales to apply for a contract. The intention was to have a new cellphone for my mother for her birthday on the 03/05/2017.</p> <p> </p> <p>The saleslady I app**** with was Gloria. She informed me that within 2 to 24 hours I will have an answer as to whether the contract would be approved or not.</p> <p> </p> <p>I waited for almost a week after which I then called direct sales again (02/05/2017) to follow up on the order. I was then informed by a different saleslady (Alicia) that the handset I selected is out of stock and that the first lady should have informed me of this. I was not informed of this. I was assured that a message would be passed on to Gloria to call me and update me as to why I did not receive the approval SMS.</p> <p> </p> <p>On the 03/05/2017 I received an SMS to notify me that I have indeed been approved. Yesterday 08/05/2017 I was contacted by RTT to inform me that my cellphone would be delivered to me today 09/05/2017. At 3.48am I got a reminder SMS that my handset would be delivered to me and to provide proof of residence and a copy of my ID. I had postponed all my out of office meetings to accommodate this delivery.</p> <p> </p> <p>I then contacted MTN Sales to ask for the OF number that RTT which would help me track my order. The saleslady Thandeka never received my call well and abruptly told me I am at the wrong department before hearing my reasoning as to why I was contacting the sales department. She then told me she is putting me through to the “delivery department”. The person on the other end of the line could not speak any English and put me through to MTN switchboard, who in-turn put me through to Sales yet again, who in-turn forwarded my call to RTT who never answered after holding on for several minutes.</p> <p> </p> <p>I am a first-time customer to MTN and already at my wits end with the lack of customer service.</p> <p> </p> <p>I do not appreciate the lack of communication in the application process, the lack of training/care of some of the call centre operators. I do no appreciate being shunted from pillar to post and neither do I appreciate altering my diary to accommodate a delivery which hasn’t taken place. Perhaps I have made a grave mistake of choosing MTN as a service provider.</p> <p> </p> <p>The above complaint was sent to MTN customer care on the eve of 09/05/2017. The mail has not even been acknowledged till now. </p> <p> </p> <p>I then contacted the call centre yet again to enquire as to why i did not receive my delivery, to which i was informed that the courier could not find the place. Courier companies are in and out of my office on a daily basis. I do not understand how is it possible that the courier can't find the address.</p> <p>1) For a telecommunications company not to hire a courier that can call me when they can't find the client is absolutely mind boggling.</p> <p>2) Do you not inform the client that courier company could not find the address and that is why I did not receive the handset in the first place.</p> <p>The lady (Tracey) assured me to get the original sales lady to contact me. And in true MTN fashion, I did not recieve a call and any form of feedback.</p> <p> </p> <p> </p> <p> </p> <p> </p>