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cmaritz C

1 reviews | Active since Dec 2016

19 Dec 2019, 11:30

MTN - No idea of customer service.

Did an online upgrade on my contract phone in August 2019. On the 4th December the display on the iPhone went faulty (blank). After 2 days of frustration, driving to the repair centre in 15th Ave Midrand, I was told to take the iPhone to any MTN store. On the 6th December 2019, I took the phone in to MTN, Mall of Africa, from where it was sent to the repair centre in Midrand. I called the MTN High Volume Repair Centre this morning, 19th December 2019, the very pleasant and efficient agent informed me phone needs to be exchanged (iPhone7) and supp**** me the IRMS number to quote. Then the frustration started all over. As it was on online upgrade, the MTN store at Mall of Africa is unable to assist, must call the online store on *** Spoke to Samuel, Cisa, Letitia,(who dropped my call), Mamusa and Anna on ***. No one is able to assist, and Anna informed me this can take up to one month to resolve. (All calls recorded) This must be the worst company to deal with.

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Replies (2)
cC
cmaritz C's update20 Dec 2019, 15:02
Reviewer Update
Lets make the post more public.

Below the private reply from Alice van der Merwe from MTN.

19 Dec 2019, 20:12
Thank you for your post.
We sincere apology for any inconvenienced caused to you.
We have sent the complaint to the Online Manager to intervene with the complaint. we have requested for the online to contact and assist you.
Kind Regards,
Alice van der Merwe
MTN



Still no response from the "Online Manager" Maybe he is on leave, surely an escalation should have priority, unless escalations are the norm, and not the exception....




cC
cmaritz C's update07 Jan 2020, 07:56
Reviewer Update
Today is the 7th January 2020, and still I have not received a single phone call, SMS, email or any communications from MTN regarding the issue. They have the faulty phone, yet I am still expected to pay for the faulty device.