MTN Menlyn Store 0873 - Bad Customer Experience

Good Day

Could you please attend to the below matter as a matter of urgency as the MTN Menlyn (0873) Store is failing to give me the answers I am looking for or better yet the product I am paying for but don't have it in my possession .

On the 9th of December 2017 I brought in an iphone 8 for repairs and was told that I would be updated accordingly on the progress of the repairs or if I will be getting a new phone...

I have since never heard anything from the store, until I called the store about the 2nd week of January 2018, and I was told that I will be provided with an update in the coming week. That never happened instead I had to call the store several times asking for an update and all that I was told was that the phones were mistakenly taken by the courier to the warehouse instead of the repair center.

I was informed that I will be updated formally in the coming two days, which never happened. I then again had to call and spoke to several consultants and "so called" managers who also failed to give me clear updates or information of what exactly is going on.

Week later I had to drive to the store and speak to the consultant who initially assisted me when I handed the phone in for the 1st time on the 9th of December. She then informed me that the batch of phones that was taken by the couriers "got lost" and they couldn't locate where the phones were. She then later told me that the phones were found and have been handed to the repair center on Thursday 23 February 2018.

I then asked if she is sure because I have also been following up with the repair center asking abut the progress and every time I call the repair center consultant would tell me that they have never received phones from the store I must check with the Mtn Store what the status is.

I then spoke to a lady (cant remember what her name was), but she told me she was the store manager and that she will do a follow up and give me proper feedback with regards to the actual status of the matter. Needless to say that never happened.

I then called in again to the store several times and the phone rang continuously without being answered. When someone eventually answered and I asked to speak to the manager a gentleman by the name of Willem was called to the phone and he told me that he was the manager, I then told him that I spoke to a lady the previous day who told she was the store manager.

Willem then responded with a not so sure tone and said that he doesn't know of that person. So this meant that I had to start my story from the beginning explaining the lies and answered questions of where my phone is.

All that Willem said to me was that he doesn't know what to tell me because he also doesn't know what whats happening. I then asked Willem that may he please send me a formal email stating what he just told me over the phone so I can report this to the Head Office or customer care.... He also **** to me saying that he will send me that email.

Yet another horrible and unprofessional experience from mtn, I never heard anything from Willem and when I called the next day to follow up with the email that was promised to me, I was informed that Willem is no longer working there.

I yet again was to explain to the "new manager" what is going on and he also told he doesn't know whats going as nobody knows where the phones are and that they are waiting feedback from MTN Head office to tell them what the next step is.

I am now officially writing to MTN and asking what is happening because clearly the store I have been communicating with DON'T KNOW WHAT IS GOING ON!!!

CAN I PLEASE GET A RESPONSE ON HOW THIS ISSUE IS GOING TO BE RESOLVED I AM PAYING MTN EVERYMONTH FOR A DEVICE I DON'T HAVE. I HAVE BEEN VERY PATIENT AND UNDERSTANDING BUT WHEN I NEED ANSWERS AND I GET TOLD THAT NOBODY HAS AN IDEA OF WHATS GOING ON, IT BECOMES A PROBLEM BECAUSE IT MEANS I AM NOW DONATING MONEY TO YOU GUYS FOR JUST A MERE 200 MINUTES AND A 500MB DATA WHICH I AM VERY SURE WILL NOT COST ME 729PM IF I WERE TO BUY IT....

CAN YOU PLEASE GIVE BACK MY PHONE I WILL TAKE IT TO THE REPAIR CENTER MYSELF OR GIVE ME A NEW PHONE BECAUSE THIS ISSUE IS FRUSTRATING AND HAS BEEN GOING ON FOR A WHILE WITHOUT ANY PROGRESS.

I will be looking forward to your response and hopefully with something better than not knowing what is happened to the phones.

My details are as follows: Nkhensani P Chabalala Cellphone: ********** 876