MTN Clearwater Complaint and Resolution Request

Good day,

To whom it may concern,

On the 29th of July 2022, I went to the MTN Clearwater Branch to buy a phone. The sales team on the day convinced me to buy a Hisense android phone which I got for for R5 269 cash. They ordered a back cover and tampered glass as well which the eta was 1 or 2 August 2022. But I still haven't received any sort of feedback regarding my order. I enquired if the phone was dual Sim or network locked as I was going to use my prepaid card. As I use my phone to run my cleaning business.

The lady said the phone was not dual Sim and not network locked. The phone was working fine until Tuesday 2nd of August when a request for a system update. Thereafter the message that kept popping up was "com.Android is not Responding" wait or close app

Also I was getting the same other previous notifications repeatedly.

I immediately returned the phone to the Clearwater branch on 5th day of purchasing and using the phone which was 02 August 2022. The attitude of the staff was not the same for my after sales issue , they then proceeded to try and come up with all kinds of excuses why the phone is acting up, compared to the friendly pre sales, they first blamed my prepaid Sim card. Then proceeded to explain that they cannot refund or exchange until they send the phone for testing and approval. And that could take upto 21 days to resolve. I advised them that I could not wait so long for a phone as I run my business from the phone. And to be without a phone would be detrimental to my business earnings. I requested that they exchange or refund me so I can buy a phone elsewhere. They explained that they cannot exchange or refund without the phone going for testing. Thereafter they will fix it or replace it. I am so disappointed as the sales lady convinced me that the Hisense brand is really good. But when the phone started to malfunction, the story changed and now they want to force me to keep a brand that I do not have faith in to run a business.

I asked them to exchange it for a Samsung or Huawei. And I would pay in more if I had to. As I did not want the same phone brand. They refused and said sorry you will have to wait for the outcome of the testing and then they will give me a fixed Hisense phone s or a replacement Hisense phone. When I informed them I do not want this brand, they said basically I am stuck with this brand that I do not have any faith in...

Please advise a way forward. I do not want the Hisense brand... I require a refund to buy another phone immediately.

Regards