Horrible Customer Service from MTN Mall @ Reds

<p>On the morning of Saturday the 17th of December 2016 I took my iPhone 6s Plus into Mall@Reds MTN for repairs as the phone wasn’t switching on. When I got to the store I was assisted by a lady called Mpho who confirmed that my phone was still under warranty, she also confirmed that I was going to receive a sms or regular updates from the either MTN/Apple repair centre. On the repair forms, my husband and I both confirmed that the alternative contact details were correct. No updates or phone call have been received since the day I handed my phone into the store.</p> <p>I contacted the store again on the 23rd of December of 2016 after not receiving any update and I was advised by Mpho that the SLA time is 2 weeks. I was also advised that I could not contact the repair centre directly and had to deal with the MTN store. </p> <p>Again on the 6th of January 2017 I contacted the store as the 2 weeks SLA had passed. I spoke to Mpho again who advised that my phone would be scanned by the repair centre the following Monday (9 January 2017). On the 9th to my surprise I was contacted by Mpho and advised that the “Find my IPhone” app was not deactivated and thus the scan could not be performed. I found that quite shocking as my husband and I personally witnessed Mpho deactivate the app on the 17th of December and placed the print screen proof of the deactivation on file.</p> <p>Regardless, I emailed them my iPhone login details as per request and again thereafter no feedback was received.</p> <p>Today, on the 17th of January 2017, exactly one month after handing in my phone I contacted the store for an update on the repairs and was told by Mpho that the reason for the delay was because of the “Find my IPhone” app that was still active. When I asked how to go about logging a formal complaint, to my surprise I was advised to contact the repair centre directly on ********** (In December I was advised that I am not allowed to contact the repair centre directly and that I had to deal with the store???)</p> <p>I asked to speak to the manager and I was advised by Mpho that she is the manager. When I asked to speak to someone higher than her position I was advised to contact Arno on ********** . I have attempted to call this number numerous times and each time the call is dropped.</p> <p>Is this really the type of customer service that MTN is providing to their customers?</p> <p>I want an update on what is happening with my phone and I want someone higher than Mpho and Arno to contact me ASAP.</p>