NK
Ntando K
1 reviews | Active since Jun 2018
07 Jun 2018, 15:56
MTN is actually SH*T!!!
What a sh*t experience with MTN... wow!!! I'm actually mind blown at how ineffective your supply chain and generally your customer service is. So essentially you (MTN) outsourced Rewards Co to conduct upgrades on your behalf then abdicated all responsibility whilst shafting me back and forth between your delivery department (who's contracting DSV couriers to conduct deliveries) and Rewards Co. I have made over 20 calls between the 3 companies regarding the delivery of my phone in the last 2 weeks with ZERO success!! I am meant to have received this phone 2 weeks back now. So now Rewards Co says I have to wait 30 days before this issue is resolved. I'm sure it's not too much to expect MTN to take ownership and update me regarding the delivery status of a phone they have essentially sold to me through a third party. The only area where MTN has excelled is billing me for a phone I haven't received. Really **** experience!!!!
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Replies (7)0
Replies (7)
MTN South Africa's replyOfficial
07 Jun 2018, 21:56Thank you for your post.
We sincere apologized for any inconvenience incurred.
We will be in touch tomorrow with the DSV delivery company to confirm where is the device. Once we received feedback from them we will contact you.
We have placed a credit for the promo fee charge on the May invoice for the device not as yet received .
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply07 Jun 2018, 21:56
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
We will be in touch tomorrow with the DSV delivery company to confirm where is the device. Once we received feedback from them we will contact you.
We have placed a credit for the promo fee charge on the May invoice for the device not as yet received .
Kind Regards,
Alice van der Merwe
Best regards,
NK
Ntando K's updateReviewer Update
08 Jun 2018, 12:005 hours left in the business day, it will be interesting to see if I will actually receive that call from MTN...
NK
Ntando K's update08 Jun 2018, 12:00
Reviewer Update
5 hours left in the business day, it will be interesting to see if I will actually receive that call from MTN...
MTN South Africa's replyOfficial
08 Jun 2018, 13:08Thank you for your time and patience to received feedback
I have tried to call you 2x no availability
We have contacted the DSV department they confirmed that the device was sent back to MTN Midrand warehouse on the 29-5-2018 with order number *** due to wrong spelling on the invoice.
We have sent the request to the Warehouse to confirm the RMA number. The RMA number is just to confirm that the device was received back.
Once we received the RMA number the upgrade will be cancelled and you can visit any MTN dealership to assist you with a new upgrade.
We have approved the credit already for the promo fee charge on the May invoice.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply08 Jun 2018, 13:08
Official
Thank you for your time and patience to received feedback
I have tried to call you 2x no availability
We have contacted the DSV department they confirmed that the device was sent back to MTN Midrand warehouse on the 29-5-2018 with order number *** due to wrong spelling on the invoice.
We have sent the request to the Warehouse to confirm the RMA number. The RMA number is just to confirm that the device was received back.
Once we received the RMA number the upgrade will be cancelled and you can visit any MTN dealership to assist you with a new upgrade.
We have approved the credit already for the promo fee charge on the May invoice.
Kind Regards,
Alice van der Merwe
Best regards,
NK
Ntando K's updateReviewer Update
08 Jun 2018, 13:33Thank you for the response - I didnt recieve a voicemail.
The RMA number story is MTN's internal business. The question is why do I now have revisit an MTN store to do another upgrade and spend more days waiting to receive the phone. Why can't the phone just be delivered as promised instead of cancelling, this is a further waste of time. I was promised 7 working days, this will turn into 3 weeks if I do as suggested?!?
NK
Ntando K's update08 Jun 2018, 13:33
Reviewer Update
Thank you for the response - I didnt recieve a voicemail.
The RMA number story is MTN's internal business. The question is why do I now have revisit an MTN store to do another upgrade and spend more days waiting to receive the phone. Why can't the phone just be delivered as promised instead of cancelling, this is a further waste of time. I was promised 7 working days, this will turn into 3 weeks if I do as suggested?!?
NK
Ntando K's updateReviewer Update
11 Jun 2018, 11:49Any progress here?? MTN's dragging their feet with this as usual...
NK
Ntando K's update11 Jun 2018, 11:49
Reviewer Update
Any progress here?? MTN's dragging their feet with this as usual...
MTN South Africa's replyOfficial
12 Jun 2018, 12:09Thank you for your time for the complaint to be resolved.
We have tried to call you no availability.
The RMA number is a internal process and we need to make sure that the device was sent back to the Warehouse.
The RMA number was received and the term date is reversed, the credit already reflect on the account for the promo fee charges.
If they do the upgrade for you online again you are going to wait for the device to be delivered.
At the store you received the device immediately, the store will assist you with the approval for the upgrade.
Please visit the store for assistance with the upgrade.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply12 Jun 2018, 12:09
Official
Thank you for your time for the complaint to be resolved.
We have tried to call you no availability.
The RMA number is a internal process and we need to make sure that the device was sent back to the Warehouse.
The RMA number was received and the term date is reversed, the credit already reflect on the account for the promo fee charges.
If they do the upgrade for you online again you are going to wait for the device to be delivered.
At the store you received the device immediately, the store will assist you with the approval for the upgrade.
Please visit the store for assistance with the upgrade.
Kind Regards,
Alice van der Merwe
Best regards,
NK
Ntando K's updateReviewer Update
12 Jun 2018, 12:33For clarity, does this mean that the upgrade has been completely cancelled with Rewards Co and I should start the process over at an MTN store? Or is the upgrade contract still valid and I can go straight to any store and pick up a phone from there without having to cancel the contract?
NK
Ntando K's update12 Jun 2018, 12:33
Reviewer Update
For clarity, does this mean that the upgrade has been completely cancelled with Rewards Co and I should start the process over at an MTN store? Or is the upgrade contract still valid and I can go straight to any store and pick up a phone from there without having to cancel the contract?