1 reviews | Active since Jan 2014
MTN Appalling Service / Totally Disgusted
<p>I upgraded my MTN contract recently, received my Samsung A5 and since I took receipt of it, it has been giving me problems, took the phone in to the MTN Clearwater Service Shop on the 29th August 2016, I was told by the sales man that I would have a new phone in a week as it would be a warranty claim...... it is now <strong>3 WEEKS</strong> later and I still don't have my replacement phone, through out the past 3 weeks I have had to constantly phone both Clearwater and the service centre as no one gets back to me at all, their excuse..... there is a "back log". I finally get a response back.... I am told that my warranty claim was declined as the head set was not given back, even though I have paperwork <strong>FROM THE MTN SHOP</strong> stating that everything was given back in perfect order!!</p> <p> </p> <p>Queried this with Clearwater MTN and was told, they have "escalated it", I enquired as to why their inefficiency is my problem and why I have to sit without a phone for 3 weeks, only to be told by the MTN shop <strong>MANAGER</strong> that they have their procedures and thats that!!!!!</p> <p> </p> <p>I have been with MTN for 18 years!!! If thats not a loyal customer I don't know what is, and for MTN to treat a "loyal" customer this way and with this appalling service is a disgrace!! Oh and don't for one second think I can cancel this contract, oh no, should I "dare" to cancel this contract they will hit me with exorbitant penalty fees, even though I have to pay each month for a contract & phone I cannot use????</p> <p> </p> <p>I post this in the hope that people heed my warning, <strong>STAY AS FAR AWAY FROM MTN AS POSSIBLE</strong>!!!! Trust me, at the first chance I get I will go running in the opposite direction, straight to their Competitors!!!!!</p> <p> </p> <p> </p>
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter was escalated to senior management of the store to get resolution around the matter. Management of the store have advised that on the 16/09/2016 they contacted you for feedback. As per report we received, Samsung managed to supply the store with headsets and the unit has been re-booked.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter was escalated to senior management of the store to get resolution around the matter. Management of the store have advised that on the 16/09/2016 they contacted you for feedback. As per report we received, Samsung managed to supply the store with headsets and the unit has been re-booked.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Good day,
You have your facts straight, yes, but oh how wonderful for me that due to MTN messing up my original warranty claim I now get to wait a further 3 weeks for someone at your repair centre to actually do their job and check my phone, which means 6 weeks without a device which I am forced to pay for every month? and this is obviously assuming that your repair centre doesn't mess up again and lets say, loose another accessory which I handed in.... the competance is frightening and the customer service is a million times worse, you want to assist me? Cancel my contract and waiver all penalties! Ask yourself this, if YOU had recieved this service, if YOU had been forced to pay for a device you weren't even able to use since your upgrade, would YOU be happy to stay with MTN, would you not demand your contract be cancelled? I have been paying for a contract I have not been able to use and the amount of stress this whole situation has caused me cannot be measured, so yes, if you want to "improve your service levels" as you state above, do this customer a favour, cancel the contract and waiver all penalties, as I am sure you will agree, I have been penalised enough, purely just for been a loyal customer of MTN!!!
Good day,
You have your facts straight, yes, but oh how wonderful for me that due to MTN messing up my original warranty claim I now get to wait a further 3 weeks for someone at your repair centre to actually do their job and check my phone, which means 6 weeks without a device which I am forced to pay for every month? and this is obviously assuming that your repair centre doesn't mess up again and lets say, loose another accessory which I handed in.... the competance is frightening and the customer service is a million times worse, you want to assist me? Cancel my contract and waiver all penalties! Ask yourself this, if YOU had recieved this service, if YOU had been forced to pay for a device you weren't even able to use since your upgrade, would YOU be happy to stay with MTN, would you not demand your contract be cancelled? I have been paying for a contract I have not been able to use and the amount of stress this whole situation has caused me cannot be measured, so yes, if you want to "improve your service levels" as you state above, do this customer a favour, cancel the contract and waiver all penalties, as I am sure you will agree, I have been penalised enough, purely just for been a loyal customer of MTN!!!