1 reviews | Active since Jun 2015
Lack of response from MTN for more than 1 month
I sent my Sony Z3 in to the MTN repair centre on 2 May to have a broken screen replaced. On the 7 May they advised me that they were waiting for parts from Sony. Since then I have been unable to get through to the call centre telephonically (a pre-recorded message advises they are open from 8-5pm Monday to Friday no matter when you try and call) and there has been no response to a complaint logged via the MTN website (ref No REQ: ***) despite an automated response which states that my query will be responded to within 5 working days. Two visits to the Beacon Bay branch have also not resulted in any feedback despite promises that someone would get back to me within 2 days. MTN if this is the level of service that you expect your customers to put up with then I will be moving all 4 of my contracts elsewhere as soon as they expire.
Thank you for bringing this to our attention.
We appreciate that you have made us aware of the issues that you were faced with regarding the faulty handset.
I apologise for any inconveniences caused as a result of this. I understand the frustration that you endured in your attempt to have the issue resolved.
Unfortunately, the IMEI number and Job Card number have been left out of your post which does delay the resolution time. Please also note that due to the strike at MTN there is a delay from certain areas i.e. the repair centre. We cannot confirm when the device will be ready for collection or when it will be dispatched.
We understand that the entire experience must have been very frustrating and hope that we can restore your faith in us.
Thank you
Wenzile Masina
REQ:***
Thank you for bringing this to our attention.
We appreciate that you have made us aware of the issues that you were faced with regarding the faulty handset.
I apologise for any inconveniences caused as a result of this. I understand the frustration that you endured in your attempt to have the issue resolved.
Unfortunately, the IMEI number and Job Card number have been left out of your post which does delay the resolution time. Please also note that due to the strike at MTN there is a delay from certain areas i.e. the repair centre. We cannot confirm when the device will be ready for collection or when it will be dispatched.
We understand that the entire experience must have been very frustrating and hope that we can restore your faith in us.
Thank you
Wenzile Masina
REQ:***