MTN customer service sucks

<p>Hello Peter</p> <p> </p> <p>I am writing to express my concerns about a recent incident I experienced at the MTN RICHARDS BAY MAIN BRANCH.</p> <p> </p> <p>I would like to bring to your attention the fact that I received extremely poor and appalling customer service when I went to report a fault on a phone, Samsung A5, which I took on contract on 10 June 2017. I went MTN Richards Bay Main Branch on 14th June 2017 approximately 4:30pm to report a “moisture detection” and “battery not charging” fault.</p> <p> </p> <p>When I got to the store I was approached by a MTN consultant in a very unfriendly manner both verbally and with reluctant body language who then referred me to the Samsung Repair department. The Samsung Repair consultant advised me that because it is a four day old phone on contract and therefore I must see the MTN consultant, Sherry. Sherry called the Samsung Sales Consultant who asked what the problem was. I explained to him (cannot remember his name) the problem that the phone came up with a notification “moisture has been detected” and that the phone refuses to charge, I have to switch it off and on for it to charge. He then informed me that he was going to speak to the manager. I waited 15 minutes with no response from any of the staff including the manager. Then almost the close of business, the Samsung sales consultant tells me that they have to send the phone in for repairs to which I refused as prior to coming to the store I phoned Samsung (ref no: ********** 301) to whom I also explained the problem and they advised me to go back to MTN Richards Bay and hand in the phone and that MTN must log a call/notification on the system, which MTN refused to assist me with. Around 5pm when the consultants packing to go home with me still in the store awaiting service, a passing by MTN consultant (who are not technicians) physically looked at the phone and just by staring at the phone, agreed there was nothing wrong with it and said its charging now, if the problem happens again tomorrow, I must come back. As Samsung is a 24 hour service, the MTN and Samsung consultant or manager should have properly assisted me instead of rushing to go home.</p> <p>Is this a deliberate attempt for my “7 day” period to lapse, or was it they just did not want to help. The manager showed no interest at all in this matter. </p> <p> </p> <p>Again approximately 9pm , I phoned Samsung again and explained the unhelpfulness received from the MTN Richards Bay Main Branch, ref no: ********** 301) who suggested I take the phone the next day back to MTN and ask MTN to send the phone to Samsung for an assessment as they are aware of the fault.</p> <p> </p> <p>It was extremely disheartening as this is a 2 year contract which means I will be with problematic phone. Is this how MTN exploits sincere consumers into paying for repairs by stalling customers on their 7 day The customer service from the MTN and Samsung consultants was most utterly disgusting w and I could not receive the assistance I was politely requesting and ultimately could not give the problematic phone back during the 7 period.</p> <p>On the 15th June 17 i returned to the store with the same problem and was told i cannot return the phone and it will go for repairs. Between Samsung and MTN they say it could be that i may have caused the moisture. Samsung say i didnot say what the fault was and MTN says it is not their fault that the phone is a problem. So i am now stuck with a phone that will not work propely because it is not MTN or Samsung fault about the phone. Totally unhappy.</p> <p> </p> <p>I hope to hear back from you about this incident soon. Please contact at your earliest convenience at ********** 274, or email me ********** <p>Thank you for taking the time to read my letter.</p> <p> </p> <p>Sincerely,</p> <p>Shireen Naidoo</p>