SM
Sean M
1 reviews | Active since Aug 2017
30 Aug 2017, 15:01
Huwaei nova
In May I upgraded my sons contract. He received a huwaei nova. 2weeks later the phone overheated and would no longer charge. I took it back to mtn featherbrook to report the fault and get it repaired or replaced. To my disgust 3weeks later they sent the phone back saying they are not repairing it as it had a small scratch on it which was caused by the cover supp**** with the phone. I might just add that the scratch was invisible to the naked eye. The had zooomed in with a camera and taken a picture. I freaked out so they sent they phone back for repair. 3 weeks later same story. This is a brand new phone which only worked for 2weeks. After posting on Facebook and messaging them I was instructed to take it back to the shop never mind the fact that I never collected it from the shop. It is now 2months later again and I'm struggling to get a reasonable response from MTN. Reference number I have been given is REQ: ********** To see the least I'm disgusted with MTN and all I request is that the device be replaced. This kinda of service from a corporate company is unacceptable. I don't know where to turn to next.
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MTN South Africa's replyOfficial
04 Sept 2017, 09:02Dear Sean,
Thank you for taking time to raise your concerns with MTN.
HVRC (Repair centre) is guided by the Manufacturer’s repair and assessment guidelines, in accordance with their Standards and mandate. Physical damage/Traces of liquids being detected on handsets voids warranty and repairs cannot be attempted.
The handset is declared BER (Beyond Economical Repairs) due to the effects of Physical contact. A physically damaged handset cannot pass quality assurance tests due to defects that HVRC cannot ignore.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Regretfully we are unable to expedite the matter further.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply04 Sept 2017, 09:02
Official
Dear Sean,
Thank you for taking time to raise your concerns with MTN.
HVRC (Repair centre) is guided by the Manufacturer’s repair and assessment guidelines, in accordance with their Standards and mandate. Physical damage/Traces of liquids being detected on handsets voids warranty and repairs cannot be attempted.
The handset is declared BER (Beyond Economical Repairs) due to the effects of Physical contact. A physically damaged handset cannot pass quality assurance tests due to defects that HVRC cannot ignore.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Regretfully we are unable to expedite the matter further.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,