MTN BAD SERVICE

In 2016 I took out a laptop contract with MTN at their Canal Walk store. The one next to the Clicks store. The laptop is for my daughter who is at Varsity. Towards the end of 2017, my daughter informed me the laptop was giving her technical problems, i.e. it would not go on. On hearing this I took the laptop to the same store, I had bought it from. At the store I was served by one of the consultants who called their service centre. He informed me, that firstly the laptop was still under warranty, and that within a week, an agent would contact me to arrange for the laptop to be picked up for repairs. He also gave the number of the store, so that I would call if I was not contacted by the service centre. This was at the beginning of December. After more than a week, I called the store to inform them the laptop had still not been picked up. I spoke to the store manager, a lady by the name of Tania. She said I was informed incorrectly, and that I had to call an MTN number ********** to report the damaged laptop. She also said after this, I had to call the laptop manufacturer. Ok, I duly set about trying the number I had been given. For a full week, I called and called, and called. Not a single answered call. In desperation, I went back to the MTN Canal Walk branch to query this. The store told me, no those people at that number are on holiday, so I had to call the first week of January and my query would be attended to. No problem, I waited until early January. For two straight days 2 & 3 January 2018, I rang that number countless times and there was still no answer. For a third time I went back to the store. The young man who served me had a very condensending attitude. He did not know why I was not able to get through to the numbers, this despite the fact that he also was not able to speak to anyone at the number. He laughed at my face when I told him he had to give me the number of a person/s or consultant to speak to. His solution; call the 808 number. Well I have called the 808 number and my issue is still not resolved. They tell me I need to speak to a different call centre. The problem with that call centre is none answers after you have been put through. As a last resort I went to the company's facebook page and even despite writing two messages more than a week ago, I have still not been responded to. I simply can't understand how a company that prides itself on service excellence, can live with such incompetence. I have been a loyal client of MTN for more than 20 years. Such incompetence should be exposed. It is unforgiveable. As we speak, I don't know how to proceed, as the laptop has still not been fixed. MTN you should be ashamed. You are losing a loyal customer.