Horrible service MTN Cape Gate

Good day

I have been a MTN client now not even 3 months and have to say I have not been very happy with the service I have been receiving form your branch in Cape Gate.

Firstly when I first signed up I was supposed to receive free 30 gig DATA aswell as a Samsung voucher of R200. Only to be told after that the data will only came in at a later stage and that they do not know where the vouchers are. The manager did make an effort to get a voucher from the rep (about 2 weeks later and after I have to follow up 3 times) but by that time there was no point as I already had to purchase my screen protector and cover elsewhere.

About a week and a half ago my phone started giving me messages that I couldn’t charge my phone because the charging point was wet. Which was strange as it wasn’t close to any source of water. Later that day it allowed me to charge my phone only to start giving me the same message again the following day. The battery ran out and I wasn’t able to start my phone again.

On the 11/09 I took my phone back into the MTN Shop at Cape Gate only to be met with a staff member of yours that made it clear that he just do not care.

While booking my phone in for repairs he informed me that it will take 4 – 6 weeks. When I told him that I’m not happy with this as this is a brand new phone and there wasn’t any water close to it he simply told me that that is not MTN’s problem as you do not make the phones. When I confronted him and told him his attitude was unacceptable and that MTN is my service provider and I expect them to sort it out, he just kept to his story that it’s not MTN’s problem.

I then called the manager who remembered me from the voucher incident and was surprised that my phone had issues. He told me since my phone is not even 3 Months old yet he will send it in to be checked for water damage and if there isn’t any, they will replace my phone with a new one. I was told that the couriers will collect the phone on Thursday and that he will be able to provide me with feedback a week from then.

Yester day when I phoned the branch to find out if they had feedback for me, a lady picked up the phone. She told me that there isn’t anybody that can help me. I asked for the manger and she said she will tell him to phone me back, but also with an attitude that made it clear she had no intention of doing so. I had to stop her from hanging up the phone since she didn’t bother to take my name or number. Needless to say I am still waiting for my call.

Today I phone again and the person that booked in my phone picked up. He, with a very brisk tone of voice, told me that he did tell me that it would take 4 – 6 weeks. I reminded him of the conversation I had with the manager and he said , very irritated, that they have not heard anything back. I asked him if he could follow up and was told No. I told him that I didn’t appreciate his lack of customer service and wanted to know why he is not willing to follow up on the state of my phone. At the end of the conversation he told me he will contact them and let me know but by the tone of his voice I am sure he only said that to get rid of me. I am not holding my breath.

I have never received such horrible service from anybody, and I’m not somebody that likes to complain. But this is unacceptable.

I myself work in a customer service environment and if I were to have that attitude towards clients I would get fired on the spot.

I would seriously urge you to look into what is going on at that branch as they are giving you a really bad name.

All I want is feedback on what happening with my phone. If its such a big issue than lets rather cancel my contract at MTN and I will go back to Vodacom where they actually want my business.

Thank you

Anel Moolman