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Michelle M

1 reviews | Active since Nov 2011

26 Jul 2018, 10:32

MTN just don't care about after After Sales Service - Customers are just numbers

MTN just don't care about after After Sales Service. Customer satisfaction and customer retention does not exist once they got the sale. Has anyone tried to phone the call centre? If you get through you have hit the jackpot & when they assist, they cant because its not their problem ................My last complaint I had with MTN, it took 2 years for them to finally refund resolve my complaint.

I called MTN call centre around the 25th June to find out about my Samsung S8 screen warrantee. I was told that cracked screen is no longer covered. I informed the agent that I don't recall the sales consultant informing me that cracked screens are no longer covered could she check. I was told to go to the nearest MTN shop so that they can assist.

I went to Greenstone MTN and was assisted by Dolly Buthelezi who sent an email to customer service requesting them to retrieve the call recording of the sale. To date this has not been resolved. I think I may have received two emails from MTN informing me that an agent will call me back - I'm still waiting? I have sent 6 emails to MTN. Date are as follows:

• Tuesday, June 26, 2018 10:05 • Thursday, June 28, 2018 • 2018/07/10 2:46:21 PM • 2018/07/12 11:59:50 AM • Monday, July 16, 2018 12:03 • Tuesday, July 24, 2018 16:21 Each time I sent an email to MTN I copied Dolly Buthelezi from MTN Greenstone as she handled by complaint to be told by her yesterday that I must please refer my query to Retentions? Really? Do I now have to wait another two years for them to resolve my query?

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Replies (3)
MM
Michelle M's update27 Jul 2018, 11:09
Reviewer Update
I am an MTN customer and my contract is with MTN & not with available Samsung. MTN agents should have this info should have this information available so that they can inform the customer. Had I known that it was not covered, I would have taken another phone as the cost to replace the screen is R2500 . I actually when to Samsung to have my screen replaced & that when I found out that my screen is not covered. According to Samsung the following Samsung phones is not covered. The feedback I got from them is as follows: Please note that SMC Is for Samsung Galaxy S8,S8+,S9,S9+ and the Note8. It really is not my problem that MTN gave me the incorrect information. I am an MTN curomer & I expect MTN to then pay for my screen replacement. Regards Michelle
MM
Michelle M's update30 Jul 2018, 12:45
Reviewer Update
I am an MTN customer and my contract is with MTN & not with available Samsung. MTN agents should have this info should have this information available so that they can inform the customer. Had I known that it was not covered, I would have taken another phone as the cost to replace the screen is R2500 . I actually when to Samsung to have my screen replaced & that when I found out that my screen is not covered. According to Samsung the following Samsung phones is not covered. The feedback I got from them is as follows: Please note that SMC Is for Samsung Galaxy S8,S8+,S9,S9+ and the Note8. It really is not my problem that MTN gave me the incorrect information. I am an MTN curomer & I expect MTN to then pay for my screen replacement. Regards Michelle
MM
Michelle M's update02 Aug 2018, 12:17
Reviewer Update
Dear MTN I have to date not hade a response to my reply I sent to you dd 27th July 2018 - 6 days ago. Can I please have a response?