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Alma H

1 reviews | Active since Apr 2018

04 Apr 2018, 09:25

MTN BAYSIDE MALL - YOUR SERVICE SUCKS!

IS THIS THE WAY YOU TREAT A LOYAL CUSTOMER? On 17 March 2018 I went to Bayside Mall MTN branch to upgrade my contract. I work in Cape Town city centre but live in Table View and have been doing business with the Bayside Mall MTN branch for several years now over the weekend. I wanted the Samsung Galaxy Tab tablet (white) but Jason Lewack recommended that I take the Samsung Tab A6 tablet as it was on promotion and offered 8GB instead of 4GB as the tablet I was interested in. The only problem was that he didn’t have the Samsung Tab A6 tablet in stock, but assured me that the tablet was only slightly bigger and that I would be very happy with this better deal that he was offering me. He let me sign the all the paperwork and promised to phone me the Monday to advise when the tablet would be in stock and ready for collection (which by the way, he never did!). I followed up with him and collected the tablet from him on 24 March. The bigger box of the tablet was a bit concerning to me, but I thought it was just the bigger packaging. I have been a loyal customer of MTN for more than 10 years, and was quite surprised that Jason didn’t offer to set up the new tablet for me – he didn’t put in my old SIM card into the new device or copy any of my contact etc. onto the new device. He just let me sign the paperwork that I took delivery of the device and handed me the new box. He didn’t explain anything of the contract to me ……. Absolutely nothing. Just handed me the box. Much was my surprise when I saw the actual size of the tablet when I properly viewed it at home and took time to inspect it over the weekend. I was NOT happy. I immediately phoned Justin from work at MTN Bayside Mall branch on Monday, 26 March, wanting to ask him for help!, but the branch phone didn’t work (the number you dialled does not exist – the number I obtained from their website). I kept on trying to phone on Tuesday and Wednesday and eventually logged a complaint/help email on the MTN website asking for help to exchange the device for a smaller Samsung tablet. To date, I have received NO response from my service emailed logged on the MTN website on 27 March. I eventually phoned Bayside Mall Centre Management and asked if they had an alternative telephone number for the MTN store. They didn’t but the friendly lady offered to send one of their security guards to the store and ask Justin to telephone me. To date, I have had no telephone call from Justin. On Friday, 30 March, I went to the MTN Bayside branch store to ask for assistance, but the store was closed due to the public holiday. On Saturday, 31 March, I went to the MTN Bayside branch store to ask for assistance, only to be told that my 7 day return period has expired and that they can’t help me. I told them that I only want to exchange the device. They said the only option available to me is to buy the contract out. I explained that I still want to continue the contract, but just need a smaller device. They refused to help me. I find this service unacceptable. Firstly, they didn’t have the device in store for me to view before they let me sign the contract. If I had been able to view and hold the bigger device, I would never have taken it. Secondly, there is no way of contacting them for help as their telephone doesn’t exist and they don’t respond to email requests logged on their website. Surely, they can do more to help a loyal customer!

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Replies (2)
AH
Alma H's update06 Apr 2018, 14:18
Reviewer Update
Thank you for responding to my complaint. I was informed that MTN stores are not actual branches of each other, but individually franchise owned stores - so other stores could not assist me. As I am working in Cape Town city center, I could not return to the Bayside Mall branch until the weekend - so I immediately phoned the branch and logged a call on the website for assistance. I tried contacting the store several times before the cooling off period of 7 days!!!!! The branch didn't picked up their phones or responded to the complaints call logged online so the 7 days cool-off period does not apply. I did return to the store on the 6 day, but it was closed - so again, the 7 day period does not comply. The Samsung consultant did not set up my device - he did not remove my SIM from my old tablet, nor did he let me inspect the new tablet. He spent about 3 minutes with the new tablet - what kind of set-up did he do in 3 minutes and explaining did he do in 3 minutes? I am not satisfied with his set-up explanation. To proof the time he spent on setting up and letting me "inspect the the device" - I ordered a Spur breakfast before going to the MTN store, I picked up the device at your store and my breakfast at the Spur was still waiting for me WARM when I returned to the Spur after collecting the new device from your store. What kind of set-up did the representative do in these few minutes??? How about the Sales Consultant letting me sign a contract for a device without me seeing it - isn't this ********? I want to continue with my contract - only with a smaller device. Surely you can assist me with this request? This is not an unreasonable request. I contacted the store immediately within the cool-off period - no phones working - I returned to the store but they were closed. Can you please propose a resolution to my problem and reasonable solution to my request for a smaller device?
AH
Alma H's update06 Apr 2018, 15:31
Reviewer Update
Tshepo, The Consumer Act protects me and I am sure that I am well within my rights that I made every effort to contact you within your stipulated 7 day cool-off period. I returned the device to your store on 30 March, but the store was closed due to a public holiday, so that day does not count as one of the 7 days - therefore returning the device on 31 March is still within your store policy. There is definitely evidence on your national MTN website that I logged a service/complaint call on 27 March (after the numerous telephone attempts to contact the store with a telephone number provided on the website "that does not exist") that you didn't respond to. The 27th is ALSO still well within the 7 day cool-of period. So honestly, as a service provider, your non-service is seriously lacking and very disappointing. After so many years of being a loyal customer, you have done absolutely nothing to try and resolve this matter.