CJvR
Christiaan Janse van Rensburg
1 reviews | Active since Aug 2018
29 Aug 2018, 11:52
Impossible Upgrade
I am eligible for an upgrade and went to MTN Heidelberg Mall on 2 August. Upgraded to a new contract as well as the iPhone X. The shop did not have any stock but promised me that they'll receive the ordered phone from MTN on Monday 6 August. Yesterday was the 28th of August, and after numerous drop ins at the shop, the employees just said that they don't know what's happening with logistics and that they are not receiving any stock from MTN and that it has come to a point where they don't even want to come to work anymore due to them not knowing what to tell customers anymore. After dropping by for about the 5th time since the 6th of August, I decided to cancel my upgrade (which was done yesterday) as well as end my relationship with MTN after my current contract expires in October. Not once did I hear from Heidelberg Mall MTN to let me know they are still working on getting the phone nor did the personnel propose a solution to the problem. They just sat there like bosses saying they don't know what's going on.
Scary thing is, after walking accross MTN to CellC, I also realised that you get more bang for your buck at CellC. MTN Special for August 2018 is iPhone X 64gb + unlimited minutes and sms and 5gb data for R1,799 per month and CellC is iPhone X 64gb + 3,000min + 3,000sms + 10gb data for only R1,399 per month. R400 saving each month. MTN will never see any business from me again.
A friend of mine went to Vodacom Mall of Africa for an iPhone X on Thursday 23 August and got his phone the same day. Now that's service.
MTN has become the just like the government organisations. Their employees show no enthusiasm, savvy or problem solving abilities but they just want to see the money. Extremely poor service delivery.
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Replies (2)
MTN South Africa's replyOfficial
29 Aug 2018, 11:59Good day Christiaan,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please note that there is an easier way to obtain a contract with MTN. You can contact MTN Direct on *** from your MTN line. They will process the upgrade for you telephonically and the device will be delivered to you.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
MTN South Africa's reply29 Aug 2018, 11:59
Official
Good day Christiaan,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please note that there is an easier way to obtain a contract with MTN. You can contact MTN Direct on *** from your MTN line. They will process the upgrade for you telephonically and the device will be delivered to you.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
CJvR
Christiaan Janse van Rensburg's updateReviewer Update
29 Aug 2018, 12:26Dear Ishie,
Thanks for your reply, the problem is the upgrade is cancelled already. The employees at the shop could have said it's easier doing it that way, or at least proposed another solution or at least kept in contact with me once a week to say that they haven't forgotten but they're still waiting for the phones.
When going into a shop there's also people to talk to. When doing it over the internet, there are no one to raise any concerns to which poses new problems if the company is not 100% on the ball.
Irrespective, in 2018 it is unacceptable for a service provider as big as MTN to not being able to deliver an iPhone in Heidelberg which is less than 50km away within 4 weeks.
CJvR
Christiaan Janse van Rensburg's update29 Aug 2018, 12:26
Reviewer Update
Dear Ishie,
Thanks for your reply, the problem is the upgrade is cancelled already. The employees at the shop could have said it's easier doing it that way, or at least proposed another solution or at least kept in contact with me once a week to say that they haven't forgotten but they're still waiting for the phones.
When going into a shop there's also people to talk to. When doing it over the internet, there are no one to raise any concerns to which poses new problems if the company is not 100% on the ball.
Irrespective, in 2018 it is unacceptable for a service provider as big as MTN to not being able to deliver an iPhone in Heidelberg which is less than 50km away within 4 weeks.