LESS THAN ZERO CUSTOMER SERVICE FROM MTN - ***

Item: MTN South Africa
Rating: 1
Author: Pieter P

Re: Fwd: COVERAGE/SIGNAL ISSUES MAIN ACCOUNT : ********** (InitialComplaint ref nr ********** ), new case nr: (case # ********** 7 ) [# ********** 8] Coverage Inbox via mtn.com Mar 2 (6 days ago) Y'ello!Your complaint with reference number ********** has been escalated for assistance Kind regards, Shereen Motale National Quality and Coverage Help Desk (case # ********** 8 ) --Original Message-- From: ********** />Date: 2017/03/02 3:12:01 PM To: ********** />Subject: Fwd: COVERAGE/SIGNAL ISSUES MAIN ACCOUNT : ********** (InitialComplaint ref nr ********** ), new case nr: (case # ********** 7 ) [# ********** 8] Dear National Coverage and Helpdesk Manager My coverage issue has been ongoing since Dec last year and absolutely nothing is done about it, which is totally unprofessional from a large company such as MTN. I would like to have some indication of what MTN is trying to do to assist us with our coverage in our farming area that is no longer working. Kind regards,Pieter du Plessis ********** From: Coverage Inbox ********** />Date: Tue, Jan 17, 2017 at 1:36 PM Subject: Re: COVERAGE/SIGNAL ISSUES MAIN ACCOUNT : ********** (InitialComplaint ref nr ********** ), new case nr: (case # ********** 7 ) [# ********** 8] To: ********** Y'ello!We apologize sincerely for the delay , your query has been escalated for feedback. we will advise as soon as we have received it. Kind regards, Mkateko Ndichene National Quality and Coverage Help Desk (case # ********** 8 ) --Original Message-- From: ********** />Date: 2017/01/16 5:11:28 PM To: ********** ********** />Subject: COVERAGE/SIGNAL ISSUES MAIN ACCOUNT : ********** (InitialComplaint ref nr ********** ), new case nr: (case # ********** 7 ) Good day, COVERAGE/SIGNAL ISSUES MAIN ACCOUNT : ********** (InitialComplaint ref nr ********** ), new case nr: (case # ********** 7 ) I received a questionaire called Network Coverage Template on 13 Jan 2017 after my online complaint submitted out of desperation, since nothing is done about my telephonic complaints. All these questions have been completed via the Drive Test people who eventually came out to our farm in Wartburg Rural farming area on 14 Dec 2016 to test the signal. I currently have 5 contracts with MTN with the following numbers, all of them experiencing the same issues with no signal/no network/ limited service. 1. ********** 2. ********** 3. ********** 4. ********** (Data stick - totally unusable due to erratic network) 5. ********** Sequence of events: 1. July 2016 - Client migrated from Vodacom ********** to MTN because of much better coverage at that stage. 2. Oct 2016 - 3 months down the line the signal /coverage changed to virtually zero, almost every day - Various on screen messages: Network not available, Network with limited service found etc. 3. First reported on 21 Oct 2016 to Coverage helpdesk on ********** . 4. Zero response for almost two months - called again on 5 Dec, 6 Dec, 8 Dec, 9 Dec, 12 Dec. 5. Drive Test people from Atio eventually came out to farm on 14 Dec 2016. - Cameron came in place of Rowan. ( ********** ) They found the signal extremely poor and promised to submit report immediately. 6 Once again no further response - until I called on 3 January, two weeks later. Call Centre person confirmed that nothing further was done about my complaint. 7. 16 Jan 2016 - I called again, situation still the same, no Supervisor available to talk to. I was promised that a Supervisor by the name of David Miba will call me in 30 mins, now 6 hrs later and still no call. 8. 16 Jan 3:30 pm I called Atio - the sub contractor for MTN coverage who sent out their Drive Test Technician. Rowan assured me that the report of their visit (Technician Cameron) on 14 Dec was submitted the very next day to Brett O'Brien of Pinetown Office. I was promised that Brett will call me since they are not allowed to give me his contact nr. 9. 16 Jan 4:15 pm, I called again - Brett on still on leave, Rowan will call the person standing in for him on 17 Jan and try to get some feedback I am sure that you will agree that the customer service is appalling and totally unacceptable. I need something to be done about these issues with immediate effect. It is totally unacceptable how this network availability turned to virtually non existing. If nothing concrete is done by end of this week, I am cancelling all 5 the MTN contracts under my name. This kind of service is not worth paying for every month. My wife Estelle du Plessis ( ********** 095) is handling the query on my behalf, since I am not able to receive or make calls most of the time. Kindly respond to her. PGW du Plessis, ********** , ********** 095, **********

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