MTN - Extremely Poor Customer Service

I purchased a Huawei P20 Lite cash from MTN for R4999.00 on Tuesday, 26 February 2019.

I took the phone home to setup for my father. Huawei P20 Lite’s are known to be dual sim.

I noticed after inserting x2 sim cards that the phone only reads x1 sim card.

On 27 February 2019 (very next day), I took the phone back to MTN and informed them of the issue I’m experiencing.

I was then informed by one of the sales person’s that MTN has removed the dual sim functionality and therefore you can only use 1 sim card due to them being the biggest provider in South Africa. And I should return on Friday when the branch manager is at the store to authorize the refund – If he sees fit to refund.

I purchased the P20 Lite for the dual sim feature and today 01 March 2019, the branch manager refused to give me a refund.

The branch manager, Yugen, advised they can only refund if there is a technical fault with the phone. Refused to refund me.

The sales person, Padamani Chetty, did not specify when I was purchasing the phone to make me aware that their (MTN) phones’ do not come with dual sim functionality and I was supposed to raise this question with them before making the purchase.

The cost of the Huawei P20 lite at MTN is more expensive than the actual manufacturer store – Huawei Mobile, with 1 less feature.

Also please note that the OMS Customer Pickup Document (CPD) was NOT signed by the consultant nor myself.

I will not accept this phone and I am demanding a refund for this. You need to make your customers aware that you restrict certain features on your devices.