MTN fails to swap out of box failures.

Out of the box, for a referral to CPA if necessary. I am waiting to complain of the poor service I receive from your company on 10 April 2018. I visited the direct MTN outlet @ East rand mall in Boksburg and nothing of apology after I explain to one of the ladies working at the front desk my reason for my visit. I explain to her that I made a online upgrade on the 26 March 2018 and receive two Samsung handsets on 04/04/2018 of which the one's touch screen do not work at all. I ask for a new handset replacement which she refuse upon and told me that the only thing that she can do is to send it to MTN head office for a warranty assessment only that I feel is not fair because now I must wait longer for using the phone. We ended our conversation after 25 minutes without accomplished anything regarding replacing the new phone. I trust that this is not the way that MTN wishes to conduct business with valued customers. I have been with you for two years and have never encountered such treatment before. I WOULD WELCOME THE OPPORTUNITY TO SUBMIT THIS COMPLAINT AND TO LEARN OF HOW YOU PROPOSE TO GRANT PERMISSION FOR A NEW HANDSET TO BE ISSUED OR DELIVERED. Reference number for collection is 1 - ********** 8187 for the new phone handed in for warranty assessment. Awaiting your urgent reply.

Yours faithfully