MTN Horrible service delivery!

Hi,

I'm hoping to receive prompt assistance from your sales or after-sales department.

My name is Julia Choma and I need you to urgently escalate my query to your team leader. I am not interested in being sent from pillar to post by MTN any further.

It is with utmost annoyance that I have to contact you guys today. For the past couple of weeks, I've received phone calls from your consultants at MTN Direct notifying me that my contract is due for an upgrade. The first being Zamangwane whom I requested to provide me with the catalogue of which I appreciated as I was able to browse through my options. I then was contacted by Pamela, whom unfortunately contacted me during a hectic week where I had no free time to actually close on a sale for my upgrade. Finally, last week I was contacted by Leeann who closed the sale on Thursday. I was very specific about the colour of device that I wanted. Initially I wanted the S9 in purple. I was advised that the stock ran out the day before the sale was closed. I then opted for the silver as I had specified that I DO NOT like nor do I want the Coral Blue. I was reassured by the lady that enough stock of the colour was available and that I would receive the device in this colour.

My parcel was delivered on Wednesday at 16:30. This is when I realised that the incorrect colour was sent to me. After all that reassurance. I guess it was just a means to close a sale? Furthermore, I was advised that I would receive an email with the contact numbers that were speedily mentioned in the terms & conditions. I specifically asked if I would be receiving these after the call and once again, I was promptly reassured.

I now sit with a device in the colour I specifically said I do not want. And no direct line to the after sale department. I then contact the MTN call centre on 135 and I am provided with a number that is supposed to be your warehouse in Cape Town, which I am advised is a toll free number from an MTN line. I dial ********** , the number is INCORRECT as per AVR I call back and I'm reassured the number is correct and that I should call the number back after 8AM the following day. In addition to this, I am provided with a Durban Branch number ********** from which I could be transferred to the Cape Town branch should i not be able to get through.

Guys, I called this number yesterday & got through to a random construction company. What kind of circus are you guys running??? And toying with customers time in this manner? My frustration is now at rive!

Your call centre has failed me, I got to an MTN store at Randburg Square which I learn doesn't even belong to MTN. They redirect me to contact MTN DIRECT. And advise of the stores that belong to MTN.

I call MTN Direct and get through to a Sipho Ntuli whom I obviously explain my situation to. He asks for my ID number then tells me that it does not exist on your system. I am now fuming because what must happen now? Sipho was a frustration of note who kept insisting on telling me to calm down instead of finding me a solution. Do your consultants not have training on how to deal with an irate customer? If anything, Sipho kept infuriating me. I ask him what should happen next seeing as my ID number isn't on the system, to which he rep**** "I don't know, you tell me". I'm appalled!

When I requested to speak to his manager, Sipho then transferred my call through to a different department being billing. Guess what? When I gave them my ID number, my details are suddenly on your system. I spoke to a lady who was curteous about my evidently frustrating situation. I've been provided with the details for your third party sales company.

I am making contact with you through this email address as I no longer wish to be sent from pillar to post. Please ensure that my query is redirected CORRECTLY. I wish to return the incorrect Device which I have received. If a silver S9 is not available, I would then like to opt for the P20 bundle deal. I am willing to do this exchange at one of the MTN stores like Cresta or Fourways. I expect this query to be resolved within 7 days. Should this exchange not go as smoothly as I request it to. Cancel my entire contract. You have inconvenienced me far too much. I refuse to be told that you cannot help and that I should contact the next person. Call me! And fix this! It's your mess!

Your service has left a bad taste in my mouth to say the least.

Please get back to me ASAP.

I have emailed the consultant to no response.

I am now going public.

Disgruntled, Julia