Most pathetic service providers and pathetic customer service

<p>Last year in July I upgraded to a Sony Xperia M4 aqua. In March this year when someone would phone me then I could hear them clearly, however the person on the otherside could not hear me at all unless I put the loudspeaker on. So on the 30th March I took my cellphone to the MTN store in Newcastle where I reside and they said that they would send it to MTN HVRC. My phone still had a tampered glass protector on it since July last year.</p> <p>My phone was at HVRC for a month. My phone only got back to the MTN Store in Newcastle back on the 29th April. During that time I had endless issues. My phone took forever to reach HVRC and I would phone them everyday to find out what’s happening and they said they awaiting spares. Then I told them that I hope there isn’t any costs to me and then they said that when my phone was “assessed” HVRC wanted me to pay R400 and something rands because they said that my screen needed to be replaced and that there was a note on their system that said that someone did inform me about that. Which is a lie. I told them at HVRC that I want to know who put that note on the system that they informed me and I asked them what does the MIC have to do with my screen and my phone had a tampered glass protector on it so how could it be damaged. Even at the MTN store in Newcastle they checked my phone and even on the MTN Visual Inspection Report It stated that my phone has a tempered glass and there were no marks on my phone. After me sending emails to the GM at MTN in Newcastle and informing the operators at HVRC that I am not going to pay anything because nothing was wrong with my screen when It left and it is still under warranty then they all of a sudden said that I don’t have to pay anything. At that time I spoke to a Supervisor Serah Naidu from HVRC.</p> <p>After I received my phone on the 29th April it was only to find out that my touch or sensitivity on the screen was now an issue!!! And I never had that problem. I tested the MIC issue in the store and people could now hear me clearly on the otherside however there was a slight air like sound with the ring when I dialled someone which also wasn’t there before. But now they sorted out the MIC issue and now messed up the touch on my phone! I couldn’t even set an unlock pattern because the lines kept on jumping and when I was dailling numbers it wasn’t dailing in sequence. I even called for the GM at the store and asked her to try and set an unlock pattern. And my phone was slower. So now my phone had to go back to HVRC for the second time because whoever was sorting out my phone now made it worse!!!</p> <p>That Monday was a public holiday. On the Tuesday I called HVRC and wanted to speak to a supervisor or Manager. The operator who answered told me that the Manager is a Rakesh Dajee and that he and the Supervisor Serah Naidu and all other Mangers are in a meeting. I left a message for Rakesh to phone me and he never did. I called so many times and eventually got hold of Serah Naidu who told me that she will find out from the repair centre and let me know and that I must tell the MTN store in Newcastle that when they are sending my phone back for the second time now that they must mark it to her attention and that I must write a detailed description of what My phone is now doing since I got it back. Which is exactly what I did. I printed and gave the description to the store to attach with my phone and I emailed it to the GM to forward. On the 6th May I informed the GM in Newcastle at MTN and Serah Naidu at HVRC that I want a new cellphone because they are now the ones that messed up my phone and it has to now be opened again. It is their fault for messing up my screen which was never an issue. They are the ones that broke it or messed up the touch at HVRC because it never ever had that problem before. Common sense would have told the technician to test the calibration after he closed the phone up again before dispatching it. Serah gave me her email address and said that she will cc me in emails and keep me updated and I never ever heard from her nor did she reply to any of my emails until two weeks ago when I phoned and told the operator that answered that I want to speak to Serah and I think by then they all knew my name as I phoned there every single day because no one had the decency to contact me. And everytime I called I would wait forever and Serah avoided coming to the phone. At one stage the one lady who told me to hold for Serah came back to the phone after 5 minutes and said “Serah said that she is busy and she will speak to you tomorrow”. I insisted on speaking to Serah and eventually she came to the phone! So why couldn’t she just have came to the phone the first 10 times I called? MTN made me like a stupid yet it was their fault. She was speaking with me on the phone with a stinking attitude. I told her that I am still without a phone and what is happening because I want a new phone and that she didn’t respond to my emails. She then told me that she didn’t receive any of my emails yet I emailed on the address that she gave me.</p> <p>Since then I have been sending emails to the GM at MTN in Newcastle to forward to whoever she is dealing with at Head Office. They said that they will give me a new device but since then no one has contacted me from Head Office and no one is interested in assisting me. In the emails that I sent to the GM in Newcastle to forward to them at Head Office I have informed them so many times that I want to know when am I getting a new phone because it is now 2 months that I am without a phone yet my debit order went off in April and now will go off again in May, I am paying for something I don’t have and I also told them that if they don’t let me know when I am getting my new phone or contact me then I will take this to hellopeter and other social media but still they don’t care and no one contacted me.</p> <p>I am unable to reach anyone at MTN! When I call *** then it rings forever and no one picks up. And when I tried calling HVRC yesterday on *** it went to an automated machine that said that their “operating hours are from Mon-Fri 8am-5pm goodbye”. Yet I called after 3pm?</p> <p>It has been two months and I am without a phone. Serah Naidu from HVRC had a stinking attitude aswell as all those phone consultants or operators that answer the phone at HVRC! They talk with you on the phone and are rude and grumpy and unhelpful. It’s no wonder they are like that because MTN does not value their customers! Even those at MTN Head Office don’t care because when my emails were being forwarded to them from the GM at MTN in Newcastle, none of them had the decency to phone me. Their technicians are *********** because they are the one that messed up my screen sensitivity when It went there for the MIC to be sorted out.</p> <p>I have no idea where my phone is or what MTN has been doing about their mess up this past two months! Like HELLO I am still without a phone and I am still paying for it! I want a new phone now. I am sick and tired of waiting. And new phone means NEW as in a sealed box that will be opened infront of me. I do not want a refurbished phone; an out of box failure phone. I want a new one.</p> <p>MTN’s customer service is pathetic! Absolutley poor service from HVRC to Head Office. MTN should go for training on how to treat customers and how to be polite on the phone and how to prioritize and not inconvenient customers. And also how important it is to contact customers and keep them informed. If someone told you a few weeks ago or a month ago that they are going to take this to social media then shouldn’t you make sure that you resolve YOUR FAULT before it does? It shows that you don’t care. And what kind of technicians are there at MTN that they fix one thing and break another? Why should I suffer for their mistake? Are you going to reimburse me for two tampered glass protector’s that I purchased and you took off due to your mistake so that my phone had to go back? Are you going to pay for all the calls I have been making these two months? Are you going to credit me for these two months that you debited yet I was without a phone? Why did Serah waste my time to send her a letter with a description of what my phone was doing after THEY messed it up when it went for repairs the first time? It is because of them and their *********** technicians that my phone had to be sent back with a new problem that they created when my phone was sent there for something else the first time. And then you can never get hold of anyone from Head Office because you either get cut off or no one answers. How are we supposed to contact you? When my emails were being forwarded to the people at Head Office from the GM in Newcastle then surely you saw my email address and my contact number is on your system. Why didn’t anyone have the decency to phone me? I would like to know the names of these people from Head Office that the GM from the Newcastle was dealing with about my phone because clearly they also don’t care. MTN did not take ownership for their mistake and these two months I have been doing all the calling and running around. You do not value your customers and make me still pay for something I don’t have. Its two months when will I receive my new phone????</p>