MTN Benmore - Pathetic Service

I processed my handset upgrade on 24th November in store with Manqoba Zwane. While MTN advertised that the handset would launch on the 24th, there wasn't any stock in store. I was patient with this as it was Black Friday after all and Manqoba advised that the expected ETA of the handset would be in the forthcoming week.

Manqoba told me that he would keep me updated to the status of my upgrade. From day 1, I have not receive a single text, email nor phone call about any progress of my upgrade, not even the text that should come through stating that my application is being process. Despite my numerous inquiries over the last 13 days, he did not get back to me in any way or form at all.

I tried contacting the store telephonically daily from the 27th November until the 30th November but was unsuccessful until Friday, the 1st December.

I was transferred to Manqoba and requested an update about the status of the upgrade. He informed me that stock had not arrived yet and that he would follow up on it and call me back. I asked for a time of feedback and he responded before COB. No correspondence was received whatsoever.

I called again on Monday, requesting the same thing and once again, he informed me that he would get back to me. Again, no response whatsoever. On the 6th, I returned back to the store, went straight to Manqoba and got told the same story. I requested that he inquire from the warehouse the ETA of delivery but he simply told me that he could not.

The stock levels are not the source of my complaint but rather the poor service I have received from Manqoba with regards to any form of feedback.

I have since cancelled my in store upgrade, Manqoba entering the reason as "Stock Issues" depsite "Poor Service" as I expressed.

Head Office has since processed my upgrade in 27 minutes without any issues. My compliment to the service agent that handled my request will follow shortly.