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sM
segofadiwang M

1 reviews | Active since Apr 2015

28 Jul 2018, 12:32

MTN ********** Activities

I’m very disappointed by MTN, in June the 25th I took a contract with MTN in Wonderpark branch (SABC0383 MTN). I needed clarity on which apple iPhone to take and re**** on their consultant to give the applicable handset. I’ve based my decision to contract with MTN based on your specific value model on the handset in question. We’ve entered into an agreement where MTN undertook to supply me with a specific handset. I signed for an iPhone 8 plus, but I’ve been handed a phone of a lesser spec and value.

Please note that I have tried to address this issue with MTN store on several occasions but this matter has not been resolved to this day. My concerns were raised within a week of purchasing the device and I made it clear that I not happy with this. Regardless of my concerns, MTN chose to ignore this.

About a week ago, I escalated this to customer service, hoping that a resolution would be reached, but clearly, I was wrong. I sent an email on the 25th of July addressing my concerns. I have signed a document which states that I should get an iPhone 8 Plus and have furnished MTN with such a document, however, nothing has been done to date (I have not received any feedback from them).

I understand this query was escalated to Vanessa Kleingeld to resolve, however, she also escalated this to Sandra (apparently, the person who was supposed to resolve this). I have made requests and have sent them emails on several occasions to keep me in the loop sofar as this matter is concerned. Sandra is very unprofessional and incomplete, the manner in which this matter is being dealt with is shocking. I have been sending follow ups on this but still no progress has been made on this.

MTN did not honour our agreement. This is not only breach of an agreement, but equates to ***** and MTN nonchalant attitude is of specific concern. If we cannot find an amicable resolution to this shared issue, please provide me with your ***** departments contact so I can take up this matter directly with them. I need to be given the handset I signed for.

Regards Priscilla

0
Replies (9)
MTN South Africa
MTN South Africa's reply30 Jul 2018, 13:59
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

Thank you for your time online.

We have escalated the complaint to the Regional store managers to intervene with the MTN Wonderpark store. The sore need to decide if they are going to replace the device with the iPhone 8 Plus as per the agreement. Due the device been used already we cannot make the decision on your behalf.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

sM
segofadiwang M's update30 Jul 2018, 15:15
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.
sM
segofadiwang M's update30 Jul 2018, 15:16
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.
sM
segofadiwang M's update30 Jul 2018, 15:16
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.
sM
segofadiwang M's update30 Jul 2018, 15:16
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.
sM
segofadiwang M's update30 Jul 2018, 15:16
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.
sM
segofadiwang M's update30 Jul 2018, 15:16
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.
sM
segofadiwang M's update30 Jul 2018, 15:16
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.
sM
segofadiwang M's update30 Jul 2018, 15:16
Reviewer Update
Dear Alice Thank you for your response. I wish to add that, it is not my fault the device has been used as I contacted the store when the device was still withing the 7-days to make them aware of my concerns but they chose to ignore it. You even agreed on our call that they should have taken the device back within the 7 days of purchase (but they refused). They should take responsibility of their negligence and incompetence, not shift the blame. Despite my numerous attempts to resolve this with the store, I still havent received any response from them specifically. This is unacceptable and disappointing.