Matter unresolved for over a month! MTN manager Beki Themba offered to give me one of his "buddies" phones!

I booked my samsung s6 edge in for repairs (faulty battery, phone switching off due to battery and wasnt charging) at MTN Cleawater on the 30/10/2018 with consultant Molefe. My phone remained at the store 9 days before being booked for repairs by this store. After 9 days I followed up a number of times as to whether the phone had been collected or not and Molefe passed my query onto consultant Fasude. The phone was eventually collected and after about 2 weeks I had received a message/quote from the repair centre (SSS Cellular in Boksburg) stating that I should pay R1143.00 for the repair.

I queried this as the phone was inspected by Molefe to have no physical damage or any damage (including no scratches on the device at all) I rejected this quote to MTN and wanted to know why I had to pay for the device as I had not damaged it and it was inspected by their service consultant who signed off on it. This was a back and forth between myself and Fasuwe who eventually passed my query onto Tumelo (Supervisor) and still no resolution. Tumelo advised me to reject the quote via the sms I had received but I wasn't confident enough to do so as the repair centre would then return my phone without being repaired. Tumelo had shown me the report from SSS Cellular including photos which show that the device is now broken. SSS Cellular state, they received a BROKEN DEVICE FROM MTN!!! Which is most certainly not the case, I have a copy of the repair report/agreement.

After weeks of back and forth, the store manager Beki Themba, took over my query. He has till this day still not been able to resolve this matter. He has countless times said that it is NOT HIS OR MTN's problem as the phone is not with them but with the repair centre and all he can do is follow-up. He confidently said that this is my problem and that I can take this up with CosmoNet who own the store!!! I have told this man, that I have been a customer of MTN at that specific store for just over 10 years, which he didn't have any care for. I mentioned (bluffed) that I would like to cancel and he was happy to have me cancel my contract, he even called the call centre for me. Now I don't want to cancel my contract with MTN because I trust the network hence my years of loyalty. Beki Themba, refused to give me a courtesy phone as I am using an old device that offers me know smart capability as I am a business owner. He even offered to get me one of his "buddies" phones from home, which made me extremely IRATE as this was in no manner professional especially from the store manager. I am an MTN premium phone subscriber!

For just over a month my business has been slightly affected due to this inconvenience and LACK of service and professional courtesy from this store!!! At one point Beki could not get a hold of me due to my lack of a phone. Beki is still no closer to resolving my matter and his in a back-and-forth with Mpho from SSS Cellular, who now says they will return my phone not only un-repaired but also broken. The matter is now with Kurt or Gert at SSS Cellular and at this stage, which is now just over one month, we have no resolution and I still don't have a phone!!! I have been to the store multiple times before and after work even on weekends and at this stage have now resorted to Hello Peter.