MTN MISREPRESENTATION

I was due for an upgrade on 1 September 2018. I went the Paarl Mall MTN store with my husband. the Paarl mall shop. Nadine assisted us.

As we started the paperwork for the Samsung S9+, I said to Nadine to wait, as the store advertised another Samsung phone, but with accessories. She then advised that the S9+ actually comes with a Fitbit watch! So we decided to stay with the S9+.

Paperwork completed, Nadine then told us they havent any stock, but that she will receive stock, and it will be in the shop by Wednesday, 3 September.

I then travelled back to the store Wednesday afternoon, only to be advised that she hasnt received it. She then went ahead to say that she NEVER said Wednesday, and that I should try to phone her daily to ask whether the phone has arrived.

I did not find this acceptable. a) Nadine DID say it would be there by Wednesday b) I cancelled a very important appointment to pick up this phone c) Good customer service, to which I would think every MTN customer should be entitled to, as per the policy advertised in the shop clearly states, would have Nadine phone ME once the phone arrives, and also: a courtesy call on Wednesday morning to advise that there was no phone, would have been fantastic.

My joyous experience however didnt stop there. When the phone finally arrived on the 12th, almost 2 weeks after the upgrade was done, (a different colour to what I ordered), I went back to the store in order to have apps etc transferred. Whilst this was happening, I asked Nadine whether we couldnt finalise the fitbit part so long. She looked at me puzzled. I repeated to her what she had told us. She then vaguely said something about the promotion having expired. It was at this point where Nathan intervened, as Nadine disappeared into the back office. I explained to him the situation also, and he just raised his shoulders.

When Nadine reappeared, I told them that I will be updating the new phone at home, and that they should follow up on the fitbit. Nadine said she will phone me on the morning of the 13th to advise.

I am still yet to hear from her.

From what I have gathered, according to the Code of Conduct of MTN, it is my right to receive accurate information, to have my complaint addressed, to be given accurate information of procedures, as a service to your costumers. None of these needs were fulfilled during my dealings with these individuals.

My husband was phoned after I lodged an official complaint on the 19th September ref no ********** 0, to say that we completely misunderstood Nadine. She was only telling us of the promotion that had passed already.

He had to leave, and I took over the conversation with the lady from their Head Office. She also told me that we were under the wrong impression. A fitbit was never promised. Basically it was being imp**** that we were *****. My husband suggested that lie detector tests be done, at his expense, for us to see who was telling lies. She then changed her angle, saying if we wanted the fitbit package, I would have had to pay more. My husband then advised her that it would be impossible, as I am already on the top package that MTN offers. She then said that she will get back to us. This was on 28 September. We havent heard anothother word from MTN since!!