MTN - DOESN’T CARE ABOUT THEIR CUSTOMERS

Since the day I received my contract phone, a Samsung S8+ in November 2017 from MTN, it has not worked properly, early 2018 my phone simply switched off and nothing I or the guy at the MTN shop did would turn it back on. From there we sent it in for repairs. On receiving it back it would randomly switch off and on by it self as well as freeze for minutes on end then rebooting by itself. I have always had a feeling that this phone is a dud and needed to be replaced. So, on 17 September 2018 I handed my phone in again to be repaired or hopefully replaced, as this is supposed to be one of their high-end phones and hence the contract is quite an expensive one.

From the MTN shop at The Grove Mall, Nelspruit, the phone was sent to HVRC for repairs. On the 2nd of October, one day short of 2 weeks, I phoned and was told by a supervisor that HVRC had sent the phone to Samsung. I phoned Samsung and they informed me that the phone was not sent to them. On tracing the “I Me I” number Samsung told me that the phone was still at HVRC. Imagine my shock and disappointment on learning that the supervisor has so little respect for me as a client and his own job as to blatantly lie about the effort made to fix my phone.

Then I managed to get hold of a manager at Samsung asking her to make sure the phone is sent to Samsung for repairs as I have little trust left in HVRC, after the experience with the ************* supervisor and my phone being there for 3 weeks with no positive results. She promised me that she would take charge of the situation and make sure that it goes to Samsung to be fixed. What a surprise …this never happened.

I then phoned HVRC again the next day and this time I was told that the phone had been sent to “Triple S”. “Triple S” did get the phone on Monday the 8th October and then returned it to HVRC on the 10th October.

After days of having to phone around trying to find out where my phone is, and why it has not been returned to MTN The Grove, Nelspruit, I finally managed to find out that my phone is sitting at MTN The Grove in Pretoria! Now the phone must be sent back to HVRC and then to MTN The Grove, Nelspruit, this will take about 2 weeks going according to the wonderful time management HVRC has displayed in this whole situation, that is of cause if I don’t get told a few more lies along the way!

I have to say this is extremely disappointing to learn that MTN cares so little about their customers. Today is the 20th of October, my phone has been in for repairs for more than a month, but I can promise you that when it comes to collecting their money there will be no grace period like this given to me, even though I did not even have the pleasure of using the phone once.

Thank you MTN for your **** service