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Henk B

1 reviews | Active since Oct 2018

19 Oct 2018, 14:07

MTN customer service stinks

We did an upgrade on two contracts online, since there is no customer service from the MTN shop in Secunda mall, wanted to do the upgrade in the shop but the lady there had an excuse for every device we wanted that MTN do not sell them, yet if you go online they are there for selection, so we did it online, we have done the upgrade online, now we getting to the real Sh&t from them, the courier company sent sms on Thursday that they will deliver on Friday 12.10,so Friday came and gone, only when we phoned they came with sorry excuses, and said delivery will be done on Tuesday 16.10, we then said no, we need delivery on Monday 15.10 so Monday came and gone nothing, the courier only pitched up on Tuesday with only one device, they then said they will deliver Friday as we could not accept only one device, they then pitched up again today with only one devices,no all this we have tried to get MTN to assist, with no avail, the regional manager number that they gave me does not respond to any form of contact, now today the same story and we getting referred from MTN to the courier company back and forth and no assistance from MTN to assist their customer, we have been loyal to then for about 17 years, but i think this is getting to and end, MTN customer service stinks, their courier service is DSV mounties, they have no customer service also

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Replies (3)
MTN South Africa
MTN South Africa's reply22 Oct 2018, 09:59
Official

Good day Henk Botha

Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.

Kindly note that as per our conversation , i have spoke to Mr Botha. I have also made contact with the courier company who will investigate, will provide feedback via telephone to Mr Botha.

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.

Warm Regards

Dinesh Kowlasar

Complaints Management team

Best regards,

HB
Henk B's update23 Oct 2018, 12:34
Reviewer Update
MTN being full of promises as usual initial contact was made, but since then no feedback or no update as yet, and on FB messenger they just reffering us to to courier company even giving us their number as if we do not have it after spending about 2 hours with them on the phone last week, saying we should sort it out with the courier, and the courier saying we should sort it out with MTN no really, how is it that you paying for a device on an upgrade with the new installments but no device and no assistance from MTN, saying they will call back in 2/3 hours, yes that is correct just another empty promise
MTN South Africa
MTN South Africa's reply25 Oct 2018, 09:07
Official

Good day Henk Botha

Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.

Kindly note as per our conversation , contact has been made with Mr Botha , delivery of the package is set for next week.

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.

Warm Regards

Dinesh Kowlasar

Complaints Management team

Best regards,