HelloNoFuture

<p>My recent experience with MTN has fallen very far short of the least of my expectations.</p> <p>It took me five (5) visits to the Menlyn store to get a new contract and an upgrade done- as an existing customer. Surely this is not the service you plan on providing?</p> <p>Trip 1 - Upon getting the consultant to open up my account, I realised that a third party (Velocity) had **********ly added an extra contract to my name. Way to go for security, MTN. I repeat- this is *****. The only reason you get away with this is that the average victim does not have enough rights/resources to take you to task on this. I left to get this removed before considering adding a new contract.</p> <p>Trip 2 - After getting the contract removed, I returned to the branch. All systems down in the branch. No way any assistance could be provided.</p> <p>Trip 3 - Waiting time of 75 minutes before service, finally got to see a rock-star consultant by the name of Johannes. Johannes managed to help me setup the upgrade and new contract with many other extra checks and balances. I got the upgrade phone, but couldn't get the new contract due to vetting requirements. He turned a sure move to Vodacom into a happy MTN customer at that point.</p> <p>Trip 4 - Waiting time of 90 minutes before service, got the second phone, number porting and accessories sorted (or so I thought).</p> <p>Trip 5 - After being assured that the process was done the previous night (trip 4), the phone still couldn't access the network. I returned to get the porting completed. The call centre agent I phoned for help beforehand said that the fault was with the store for not doing a RICA (on an existing customer???). The store said that the automatic process of porting and RICA registration sometimes failed, after which they have to do it manually.</p> <p>What I take from this:<br />(1) MTN's support systems (call centre, website, services to dealerships, answering phones at stores) are far below par. Just getting to someone who has the ability to help you is a struggle.<br />(2) The consultants working for MTN stores are just as frustrated with the dinosaur systems and availability. How is it possible that an MTN-owned branch can have 4 people less than usual and MTN does not address this issue (with only 4 people on the floor, 4 absent is a lot)? This is the root of the very long delays - poor support from MTN main office.<br />(3) MTN submits the user to endless paperwork and RICA requirements (more than I had to complete for a home loan application) but has absolutely no scruples about allowing third-party providers to **********ly add contracts to your name (with no proof nor notification).<br />(4) Cancelling and moving to a different network has no guarantee of having less issues - all the providers are equally poor. If not for this, I would have made use of the 7-day CPA cancellation period and canceled EVERYTHING with MTN to use another network. Unfortunately, that "better" other network is a myth.<br />(5) I am stuck with sub-par service. :-(</p> <p> </p> <p>‪#‎HelloSubP****rvice‬ ‪#‎HelloNoFuture‬</p>