MTN BOARDWALK INKWAZI MALL, SERVICE IS ABSOLUTELY SHOCKING

MTN INKWAZI BOARDWALK MALL RICHARDS BAY Good Day to the Manager of MTN Boardwalk, I am writing to express my deep concern regarding the recent customer service experience I encountered at your MTN Boardwalk store.

On 23 November 2024, I visited your store with the intention of purchasing a SIM card for a number port and to inquire about a business contract. Unfortunately, my experience was far from satisfactory.

Your staff need to be advised that sitting on their phones glued to whatever social media they are interested in will result in your store closing down soon just like a similar cell phone provider.

I walked in today , and was amazed to see a staff member sitting at the small service table face glued to her phone, totally situationally unaware of her surroundings. Should there be any any potential adverse event to occur, this employee would not be an advocate for your store.

I was reluctant to interrupt her as she was hunched over her phone, as I assumed she may in fact be a customer given the gross negligence of her surroundings. I eventually cautiously asked her if she was working at MTN, which she confirmed she was.

I stated I needed a SIM card for a number port as I am was about to sign up for a Business Contract. She asked me if I had my ID and Proof of Residence. She advised I needed to use the counter to process the transaction, but also then proceeded to direct me to PEP.

I went to PEP but the queue was extremely long, so I returned to your MTN store, which had two customers in front of me.

Strange that I was sent away. Is this to alleviate work loads in your store?

I approached the counter, with the lady seated to my right of the counter who simply glared at me.

By this time I needed no convincing that your store has total disregard for their customers and and their jobs.

There was no sign of an acknowledgement by way of a greeting which is not only customary but should be mandatory.

Her bad attitude may only be attributed to her taking her job for granted, being improperly trained by management, being protected by management or perhaps disinterest for the small transaction of less than R5, which I dared to interrupt her whats app chat for.

Her phone was positioned on the keyboard on active chat which she multiple times repositioned so that the chat remained opened. Is this how your store operates, with employees prioritising social media over clients?

I understand my transaction was a small one, BUT this in fact was a number port in order to use the MTN network for a business contract.

Please confirm on the camera the interaction which was as follows: No greeting no smile. I asked for a SIM and she responded with: Do you have your ID and proof of residence.

I confirmed I did and opened my phone to display the address which she BARELY glanced at. I was under the impression my address needed to be confirmed so I politely asked should I email my proof of residence.

She blurted: FINE! I was confused as to whether this was to be construed as: Yes email the proof of residence.

I asked again so where should I mail it to. Once again she blurted: FINE.

I politely told her I was not understanding her way of speaking as it was unclear whether FINE! was her was confirming I should email the document or not.

She responded: I SAID IT WAS FINE. And by the way I am speaking English.

The language was not in question, but the mono-syllabic answer which in fact did not address my question and left me confused PARTICULARLY, as she did not record or look at my address as per RICA's regulations.

Is this your practice to not verify proof of residence?

I informed her if she was having a bad day, she should not be taking it out on customers as the entire episode left me with a bitter taste in my mouth.

As I concluded the payment she made an exaggerated smile and said thank you, which was a show of total mockery due to the performative nature of how she did this. Once again the cameras will confirm.

Rethinking my choices with the Business contract.