I will ensure Family and friends eradicate MTN from their choice due to pathetic service.

Gave this 5 stars so its on the top of the list.

Even tho i sent the below to MTN complaints i am still waiting almost a month to get feedback and still nothing.

I will now ensure my family and friends don't chose MTN as a service provider.

To MTN Complaints 02/02/2018

Dear All It is with much disappointment as I wish to escalate this matter forward and prior to going direct to the ombudsman I will write to MTN for the last time. In October around the 26th I purchased an I Phone 8 from MTN Eastgate, from the 1st December 2017 I noticed the phone started glitching and malfunctioning, on the 4th December the device started getting extremely hot and this was also felt on the home screen button. As per normal I closed all running applications and let the phone cool down, on return approximately 40mins later, I tried unlocking the device and the device refused to unlock and an error message came up stating the there is a problem with the touch unlock, I then looked closely at the home screen button only to see this had now shattered and this was due to the heat previously felt on the home screen. I manged to switch off the device and when I tried to reboot the device it just never passed the apple logo screen and switched off and on itself until the battery died. I called MTN Eastgate and was advised if I book the phone in with the store it will take some time and if I would prefer I can take it direct to the walk in store at Midrand for a quicker turn around. I agreed and had the device booked into the Midrand walk in store on Wednesday 06/12/2017. After numerous follow ups by myself I was advised that MTN can’t access the phone due to find my I phone being active on the device and was told to please remove it, this was done immediately. After a few more weeks no response, I called back and was told that they still awaiting fault report. On an another call I explained what the device was doing and now I am at this point and believe this is a manufacture fault, I was then advised to call Apple myself to get a letter stating that this is a manufactures fault and MTN will proceed with repairing the device at no charge. Apple Europe was disappointed that my service provider is requesting the client to do this on their behalf, and Apple also advised if that was the symptoms the device should be repaired / replaced as the device carries a 1 Year Manufactures guarantee and if there is a technical fault on the device it will not reboot due to Appel safety feature as previously mentioned above. A week later no response I called back and was told that MTN repair centre has now closed and will only get response from the 03/01/2018 when they reopen. I followed up on the 03/01/2018 and said no feedback received. Eventually I received feedback and it stated that no faults was detected on the device and all seems to be in order just that the home unlock button is shattered and I will have to pay +/- R5500 to have this repaired as its not covered by the manufacture warranty as this was stated indirectly as customers negligence. I have asked MTN to please explain, if no faults was detected please answer my questions as per the below and till date I am yet to receive an answer.

What caused the phone to glitch? Why was the phone heating up? How did the home button crack? (as I was told this is negligence and that phone has no dents scratches nor is the front or back screen is chipped or cracked) Why did the phone switch off and refused to turn on?

As an MTN customer I am still liable to pay for the phone and this is now approaching 2 months that the phone is with MTN walk in store and I can’t get answers to the above questions as MTN did state that no faults was detected.

This now leaves me saying that since my questions remain unanswered this is purely due to the fact that MTN is withholding information from me and want to make the customer suffer further losses and expenses when this should be covered by the manufactures guarantee due to a faulty device.

I do hope this can be resolved asap and my account be put on hold till resolved, as it is totally unfair for me to be paying for a device which is with the service provider 2 months. Should this not be treated with urgency due to all the time wasted I will have to take this further with the FAIS Ombudsman.