AS
Angus S

1 reviews | Active since Mar 2009

23 Feb 2016, 12:53

Misleading advertising and poor service

I went in to the MTN shop East Rand Mall on Saturday 20 Feb 2016 to take out a new cell contract. <br> 1. With the MTN brochure in hand I waited about 15 minutes for one of 5 staff to assist me.<br> 2. The process of supplying the necessary paperwork and answering all the questions took arduously long. (I had everything ready when I walked in)<br> 3. I was told an hour after walking into the shop that MTN would do a credit check on me and that I must wait for an SMS and come back \after receiving a call from the dealer.\" I received the SMS shortly after leaving the store, but more than 24 hours later I had not received a call so went back. <br> 4. Waited again to be served by the \"we are really doing you a favour staff.\" <br> 5. Phone eventually materialised and I was shocked to hear that \"Oh, the 100Gb of data advertised is only valid for 30 days.\" <br> 6. Then the staff member configured the phone to only access the network on 3G as MTN does not have 4G/LTE available!!! <br> 7. Really...so I sign for a contract with an LTE phone and 100Gb data and get told that the two main reasons why I took the contract are suddenly not available to me.<br> Atrocious service and terrible shop! "

0
Replies (1)
MTN South Africa
MTN South Africa's reply24 Feb 2016, 17:38
Official
Hello angussm,

Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.

Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike