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Preesha M
1 reviews | Active since Jan 2020
28 Jan 2020, 10:15
MTN Gateway - Pathetic service
Worst customer service ever. I renewed my contract in July 2019 and got a CAT S31 phone, the speaker stopped working shortly after receiving it. I took the device into the Gateways MTN store on the 22 Sept. I had to do the continuous follow up. I received a new device on the 22 Nov and took it back on the 29 Nov as the speaker was also not working properly. I was told it was out of the 7 day return period however this was exactly a week later. They took in the phone again on the 29th Nov and 2 months later, still no phone and I am battling with getting feedback from them. Worst service ever experienced
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Preesha M's updateReviewer Update
28 Jan 2020, 14:25Hi Alicia
I have tried calling your repair centre previously but my biggest frustration is with the Gateway branch. I have dealt with 3 staff members including the branch manager and the service levels are beyond pathetic. After my complaint today, I was told the repaid was rejected due to a scratch on the screen. The phone was in my possession for 8 days and the speaker wasn' working but they reject a claim due to a scratch. As mentioned before, I got the phone in July. It was handed in the store on 22 Sept, collected on 22 Nov and handed back on 29th Nov. And as at today, then I am told that the phone is back at the Gateway branch as the repair was rejected. I cannot wait to cancel the contracts at the end of the term. I have had MTN as my service provider for over 15 years but the level of service and disregard for customer experience is something that needs to be looked at. If I didn't follow up with the branch no one contacted me. Even last weel I asked for an update and until I called and messaged today, then I got a response. Just to add, the manager never answers my calls. I work in the service industry, I understand things happen beyond one's control but its common courtesy to update your customer.
I have tried calling your repair centre previously but my biggest frustration is with the Gateway branch. I have dealt with 3 staff members including the branch manager and the service levels are beyond pathetic. After my complaint today, I was told the repaid was rejected due to a scratch on the screen. The phone was in my possession for 8 days and the speaker wasn' working but they reject a claim due to a scratch. As mentioned before, I got the phone in July. It was handed in the store on 22 Sept, collected on 22 Nov and handed back on 29th Nov. And as at today, then I am told that the phone is back at the Gateway branch as the repair was rejected. I cannot wait to cancel the contracts at the end of the term. I have had MTN as my service provider for over 15 years but the level of service and disregard for customer experience is something that needs to be looked at. If I didn't follow up with the branch no one contacted me. Even last weel I asked for an update and until I called and messaged today, then I got a response. Just to add, the manager never answers my calls. I work in the service industry, I understand things happen beyond one's control but its common courtesy to update your customer.
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Preesha M's update28 Jan 2020, 14:25
Reviewer Update
Hi Alicia
I have tried calling your repair centre previously but my biggest frustration is with the Gateway branch. I have dealt with 3 staff members including the branch manager and the service levels are beyond pathetic. After my complaint today, I was told the repaid was rejected due to a scratch on the screen. The phone was in my possession for 8 days and the speaker wasn' working but they reject a claim due to a scratch. As mentioned before, I got the phone in July. It was handed in the store on 22 Sept, collected on 22 Nov and handed back on 29th Nov. And as at today, then I am told that the phone is back at the Gateway branch as the repair was rejected. I cannot wait to cancel the contracts at the end of the term. I have had MTN as my service provider for over 15 years but the level of service and disregard for customer experience is something that needs to be looked at. If I didn't follow up with the branch no one contacted me. Even last weel I asked for an update and until I called and messaged today, then I got a response. Just to add, the manager never answers my calls. I work in the service industry, I understand things happen beyond one's control but its common courtesy to update your customer.
I have tried calling your repair centre previously but my biggest frustration is with the Gateway branch. I have dealt with 3 staff members including the branch manager and the service levels are beyond pathetic. After my complaint today, I was told the repaid was rejected due to a scratch on the screen. The phone was in my possession for 8 days and the speaker wasn' working but they reject a claim due to a scratch. As mentioned before, I got the phone in July. It was handed in the store on 22 Sept, collected on 22 Nov and handed back on 29th Nov. And as at today, then I am told that the phone is back at the Gateway branch as the repair was rejected. I cannot wait to cancel the contracts at the end of the term. I have had MTN as my service provider for over 15 years but the level of service and disregard for customer experience is something that needs to be looked at. If I didn't follow up with the branch no one contacted me. Even last weel I asked for an update and until I called and messaged today, then I got a response. Just to add, the manager never answers my calls. I work in the service industry, I understand things happen beyond one's control but its common courtesy to update your customer.