MTN insurance no show
<p>Hello,<br /><br />I damaged my phone screen on 2 November and sent the documents off to MTN insurance that same day. I was told by an operator after finally getting through to a consulant after an hour wait, that appple doesn't have any authorized people to work on the iPhones so it shouldn't take too long.<br /><br />I then went to the V&A store on 3 November and they took my phone and said it would be sent off on Friday. <br /><br />Okay thats fine, I called them on Wednesday (9 November) to check what the status was and how long it would take to get this resolved. They advised that the phone was only sent off to the repair centre on Tuesday, 8 November 2016 and that I should be receiving feedback soon.<br /><br />I called MTN V&A again and they told me that that the claim was STILL pending on your side since 2 November. I've tried calling your team for 2 hours and there was no response, the line also keeps disconnecting. I eventually sent an email and was sent an automated response that said it would take 5 BUSINESS days to get back to me, I'm sorry but that is unacceptable.<br /><br />I just want phone back as I am currently phone less and NO loaner phone was offered to me. How can you run a business like this?<br /><br />Looking forward to your reply. <br /><br /></p>
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Best regards,
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Best regards,
Hi Mike- thanks for getting back to me, I can see that someone tried calling me this morning to chat about this but when I answered the phone stopped ringing. I tweeted the mtn za team and asked for an update, the agent was not able to give me a conclusive answer.
Would it be possible for someone to call me back?
Thank you!
Hi Mike- thanks for getting back to me, I can see that someone tried calling me this morning to chat about this but when I answered the phone stopped ringing. I tweeted the mtn za team and asked for an update, the agent was not able to give me a conclusive answer.
Would it be possible for someone to call me back?
Thank you!
Hi again, I have no way of reaching you aside from through this Hello Peter post, I finally got through to your call centre after another hour wait and was continiously being placed on hold by the agent. She assured me that she would give me a call back before 16h30, it is now almost 6pm and still no call back.
This has honestly been such a terrible customer experience, I've been with MTN for almost 9 years now. I don't think I'll be renewing my contract w/ you guys. Eternally disappointed with the service received.
Hi again, I have no way of reaching you aside from through this Hello Peter post, I finally got through to your call centre after another hour wait and was continiously being placed on hold by the agent. She assured me that she would give me a call back before 16h30, it is now almost 6pm and still no call back.
This has honestly been such a terrible customer experience, I've been with MTN for almost 9 years now. I don't think I'll be renewing my contract w/ you guys. Eternally disappointed with the service received.
Hi there,
I finally got through to someone at the Insurance center this morning, they advised that I could do a walk in at your Montague Gardens Repair Center and collect my phone. Okay, thats fine, I contacted MTN V&A waterfront to check if this is infact true and they adivsed that this is not how the repair center works.
The guy at MTN V&A said the Repair Centre do not have iPhone 6 in stock and they would need to source one for me. I feel like I am being sent from pillar to post here with no resolution in site.
Surely if something is stuck since 2 November and the customer has had a terrible time, you would give the closest phone to that instead of making them wait an undisclosed amount of time.
I have tried tweeting your team, I have tried sending them a direct message on twitter - They DON'T reply. I have a very query that has a very simple fix which I pay MONEY for. I'm not asking you to replace my phone free of charge, I'm asking you to complete the function that I pay for month on month.
I just got off the phone with a different team and they advised me that the Insurance claim was processed and MTN insurance will need to write off the amount. Please explain to me why 3 different teams have so many conflicting answers as to what is happening on your end.
I am absolutely disgusted with your team.
Hi there,
I finally got through to someone at the Insurance center this morning, they advised that I could do a walk in at your Montague Gardens Repair Center and collect my phone. Okay, thats fine, I contacted MTN V&A waterfront to check if this is infact true and they adivsed that this is not how the repair center works.
The guy at MTN V&A said the Repair Centre do not have iPhone 6 in stock and they would need to source one for me. I feel like I am being sent from pillar to post here with no resolution in site.
Surely if something is stuck since 2 November and the customer has had a terrible time, you would give the closest phone to that instead of making them wait an undisclosed amount of time.
I have tried tweeting your team, I have tried sending them a direct message on twitter - They DON'T reply. I have a very query that has a very simple fix which I pay MONEY for. I'm not asking you to replace my phone free of charge, I'm asking you to complete the function that I pay for month on month.
I just got off the phone with a different team and they advised me that the Insurance claim was processed and MTN insurance will need to write off the amount. Please explain to me why 3 different teams have so many conflicting answers as to what is happening on your end.
I am absolutely disgusted with your team.