MTN Insurance & Retentions - junk service
<p>My Samsung S6 Edge screen cracked and after a month of waiting for a reply from MTN Insurance to collect my phone for repairs, I eventually recieved service from the 5 Simmonds Street store and the insurance dept. committed to collecting my phone. The repairs would take 2 - 3 weeks to complete and they did not have a loan phone avaliable for me. My contract is due for upgrade in December and can be upgraded early from 1 November.</p> <p> </p> <p>Using clear logic and common sense if MTN Insurance can't provide me with a loan phone and I need my phone for work, I will do an early upgrade now, instead of in 2 weeks time and not be inconvienanced without a phone while the current phone is being fixed. Do you think I can get a straight answer to a straight question? I've spoken to at least 6 different people in 3 different deparments - Customer Service, MTN Direct and MTN Insurance... all who have zero ability to make a call. The Retentions department have been advised to contact me from Thursday 13th October... I'm still waiting...</p> <p> </p> <p>I've been an MTN customer for almost 9 years, always had premium phones and packages and now... am solving a problem that they have zero creativity to fix.... MTN Insurance recieves it's monthly premium faithfully, why on earth can the departments not get it together to fix a problem that their insurance arm created?? They can't possibly work in such a silo'd and 'process driven' manner when customers are working in the real and flexible world.</p>
Thank you for your post
We apologize for the delayed response and for any inconvenience incurred.
I tried calling your number but it was not available.
Your query has been escalated to the Insurance Managers and I am awaiting their response.
Kind regards
Mirriam
REQ:***
Thank you for your post
We apologize for the delayed response and for any inconvenience incurred.
I tried calling your number but it was not available.
Your query has been escalated to the Insurance Managers and I am awaiting their response.
Kind regards
Mirriam
REQ:***
I've just spent 3 hours on the phone with MTN Insurance trying to get a status update on my phone. They collected the phone on the 19th October and it was sent to the repair centre who could not pick up the IMEI number... how is beyond me. It's a Samsung S6 Edge, the IMEI number is installed on the phone, even if the phone has been wiped clean. Useless technicians. I was then shuffled to the COURIER company... who had my phone from the 27th October and did ABSOLUTELY nothing with it. My phone literally sat on a shelf gathering dust while MTN searched for it, post my call this morning to find out what's happening. So not only have 3 weeks gone by, my phone is now being sent BACK to the Repair Centre to hopefully finally be fixed... and STILL no ETA on when I will get it back. NO ONE is taking any accountability and responsibility and quite honestly I'm long past fed up and frustrated with the PATHETIC and ridiculous 'pass the buck' mentality and lousy service. I WANT my phone repaired and returned to me by Friday 11th November. I want to cancel ALL my MTN contracts immediately and I am not paying a single cent towards a cancellation fee. I have had enough.
I've just spent 3 hours on the phone with MTN Insurance trying to get a status update on my phone. They collected the phone on the 19th October and it was sent to the repair centre who could not pick up the IMEI number... how is beyond me. It's a Samsung S6 Edge, the IMEI number is installed on the phone, even if the phone has been wiped clean. Useless technicians. I was then shuffled to the COURIER company... who had my phone from the 27th October and did ABSOLUTELY nothing with it. My phone literally sat on a shelf gathering dust while MTN searched for it, post my call this morning to find out what's happening. So not only have 3 weeks gone by, my phone is now being sent BACK to the Repair Centre to hopefully finally be fixed... and STILL no ETA on when I will get it back. NO ONE is taking any accountability and responsibility and quite honestly I'm long past fed up and frustrated with the PATHETIC and ridiculous 'pass the buck' mentality and lousy service. I WANT my phone repaired and returned to me by Friday 11th November. I want to cancel ALL my MTN contracts immediately and I am not paying a single cent towards a cancellation fee. I have had enough.
And the latest error from MTN Insurance... I recieve a call that my phone is ready and will be returned to me on Friday 11th November. Courier IT deliver the phone, I open the package and it's not my phone. I check the Waybill.... MTN Insurance have issued an instruction to collect my loan phone as if it is the damaged handset... and replace it with a new loan phone.
My S6 Edge.... missing. Absolutely no one knows where it is. No one is taking accountability - yet again.
The new loan phone is a Samsung S4 Mini which looks like it's been through several teenage backpacks, been dropped and scratched a million times and is absolutely disgusting and shameful offering from MTN to the customers.
I want this resolved today. Dealing with MTN Insurance has been an exercise in pure frustration and exhaustion. At this point, I dont even CARE where my phone is... for all I phone its been ****** and sold for R50 by Courier IT staff. I want a new phone today. I want this chapter closed and to just move on from this today. If I could give a ZERO rating on Hello Peter, that's what I would give MTN Insurance right now.
And the latest error from MTN Insurance... I recieve a call that my phone is ready and will be returned to me on Friday 11th November. Courier IT deliver the phone, I open the package and it's not my phone. I check the Waybill.... MTN Insurance have issued an instruction to collect my loan phone as if it is the damaged handset... and replace it with a new loan phone.
My S6 Edge.... missing. Absolutely no one knows where it is. No one is taking accountability - yet again.
The new loan phone is a Samsung S4 Mini which looks like it's been through several teenage backpacks, been dropped and scratched a million times and is absolutely disgusting and shameful offering from MTN to the customers.
I want this resolved today. Dealing with MTN Insurance has been an exercise in pure frustration and exhaustion. At this point, I dont even CARE where my phone is... for all I phone its been ****** and sold for R50 by Courier IT staff. I want a new phone today. I want this chapter closed and to just move on from this today. If I could give a ZERO rating on Hello Peter, that's what I would give MTN Insurance right now.