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Tilly M

1 reviews | Active since Sept 2018

21 Sept 2018, 14:41

MTN failed to give me a new phone after recalling a misfunctional one

Received a delivery of an iPhone 8 Plus from MTN on the 09/09/18, tried to use it on the 15/09/18 but it didn’t read the SIM card. Spoke to one of the consultants on Monday the 17th and was told that my phone has an out of box failure which is a technical issue from their side. I was instructed to take the phone back to their nearest store where I promised to receive a new phone by the 19th/20th. MTN failed to commit and didn’t communicate any updates to me. I was told that I can only receive a new phone after their technical assessment has passed which wasn’t the initial statement. I’ve requested to cancel the contract as I can’t pay for a phone I am not even using but I am being told that they will get back to me with regards to my request

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Replies (3)
MTN South Africa
MTN South Africa's reply25 Sept 2018, 10:45
Official

Good day Mr Mathekga,

Thank you for your post.

Please accept our apologies for the lapse in the service and the inconvenience caused to you as a result.

Please note that I tried to contact you and the number provided didn’t go through, kindly note I have sent you an email.

Warm Regards,

Zanele Mazibuko

Complaints Management team

TM
Tilly M's update25 Sept 2018, 10:54
Reviewer Update
Dear Zanele, Thank you for your response on HelloPeter. I’m writing to confirm that I haven’t received any form of communication from you, be it an email or telephonically. If you are going to contact me, please confirm if the contract has been cancelled or if I’m going to receive a new phone (kindly provide a timeline and impact on payments)
TM
Tilly M's update02 Oct 2018, 11:27
Reviewer Update
It’s disappointing that even after MTN has been on Hello Peter following after many promises to resolve my issue, I am still at the very beginning when I posted my complaint here. Nothing has happened. No phone or cancelled contract after 2 weeks of recalling their unused faulty phone. Frustrated!