MTN Direct after sales service

<p>Sorry ... it's a long one ...</p> <p> </p> <p><br />I ordered a phone from MTN Direct. After a bit of an issue with porting from another provider, it was eventually approved and delivered on Friday.</p> <p>I was actually quite impressed with the service I received.</p> <p> </p> <p>I had it RICA’d on Saturday, thought everything was fine, until I noticed a little black “half moon” spot on the top of the screen (looks like it’s underneath on the LCD part).</p> <p> </p> <p>I phoned MTN Direct this morning with the thought that they would replace it for me – it’s only 2/3 days old after all!! However this wasn’t the case, much to my disappointment!!</p> <p> </p> <p>I was told that I have to take it to an MTN store, it would then be taken to the MTN repair centre to be evaluated, and then sent to Samsung, who would determine what the fault was, and if I could get a new one, if this was the case, it would then be sent to me.</p> <p>This process could take up to 21 working days!!!</p> <p> </p> <p>Now I don’t have another phone, and can’t afford to be without of one for that period of time. The gentleman who helped me, said he would try to expedite the process, but couldn’t guarantee anything.</p> <p> </p> <p>I then took the phone to a Samsung repair centre (in William Nicol), to see what they said. They told me that what I had been told was *******, it is an “out of box fault”, and since it’s within 7 days, should be given a new phone, no issues. I lodged a query with them, and was told me to go back to an MTN store and not to accept no for an answer.</p> <p> </p> <p>I then went to the MTN branch in Sandton City, where I was told, they would like to help, but unfortunately are only a franchise store, and not linked to the MTN Direct stores, but I should go to the MTN in Rosebank Mall, as they were and would definitely be able to replace the phone due to the out of box fault (unless there was no stock and then it would be ordered).</p> <p> </p> <p>That was my next stop, where I spoke to the manager of the store - Sifiso. And after I had a (not so) minor melt down, he explained that they are not in fact linked to MTN at all, and if the phone was bought at a store, it would have been replaced, but because it was through MTN Direct it had to go through them.</p> <p> </p> <p>I explained my dilemma to him – not being happy about the waiting period that it entailed, he then did his best to find an alternative solution. He spoke to someone there who said they would fetch the phone the next day, and try to have a new one delivered as soon as possible (maybe Thursday), but couldn’t promise anything.</p> <p>We discussed the possibility of cancelling the contract through MTN Direct due to a faulty handset, and then taking out a new one with them – he thought this would be the best solution. After finding the model of phone that I wanted, when we phoned to cancel the contract was told that it can’t be cancelled, as I had already used the contract (about 42 seconds of calls and data).</p> <p>After that, I then flipped again and left.</p> <p> </p> <p>I must say, Sifiso did he best to help, and am very grateful for everything that he tried!! But I am REALLY disappointed in MTN Direct.</p> <p>On my way phone I phoned them again to try to cancel it myself, and was again told that I couldn’t, but my question is surely the “cool off” period according to the Consumer Protection Act should apply?</p> <p>Am I as a Client not able to change my mind??</p> <p> </p> <p>Obviously, I still wanted the contract but just find the timeframes and after sales service to be absolutely ridiculous!</p> <p> </p> <p>I don’t understand how another phone can’t be ordered (since numerous people have confirmed the out of box fault), and either sent back to me (where the old one can be fetched at the same time); or delivered to a store near me where I could exchange it – surely this would constitute better customer service instead of leaving me with no phone for an unknown period of time.</p> <p>Am I being unreasonable for wanting a new phone that actually works and doesn’t have any faults – isn’t that the point of taking out a contract?</p> <p> </p> <p>So REALLY frustrated at the entire situation and NO clue as to my next step … but certainly won’t be using MTN Direct for ANYTHING in the future!!!!</p>