MTN NON SERVICE PROVIDER

<p>MTN have to be the worst cellular service provider in the world. I handed my Samsung Galaxy S7 Edge IMEI/Serial Number ********** ********** 6 to MTN Hoedspruit on 9 December, 2016 to MTN Hoedspruit. The handset at that time was 8 months old but the battery obviously became faulty as it required charging every 2 hours, even when only on standby.</p> <p>MTN Hoedspruit despatched the handset to the HVRC repair centre in Midrand. It was collected by the couriers at 10h59 on 9 December per their waybill ********** .</p> <p>I started following up on the whereabouts of my handset on January 3, 2017 by calling the HVRC call centre. I was informed that the handset was only booked into the repair centre on December 20, 2016 and had not yet progressed any further than being booked in. I emailed a query per the information given on your website for complaints escalation as to why I was getting such poor service after nearly 20 years as an MTN subscriber. I also requested an explanation of how it took a courier package 11 days to get from Hoedspruit to Midrand.</p> <p>I received a prompt response later in the day to my email telling me that my repair had been escalated with reference REQ: ********** . I was told the courier delay was because of MTN stocktaking!! It took a further few days to eventually get to 'warranty assessment' where it was rejected because an accessory was missing (USB connector).</p> <p>The handset was then couriered back to MTN Hoedspruit which too another week. I had received a call from 'Gwen' who was following up on my email complaint. Gwen told me she had spoken to the Hoedspruit store manager, Idah and instructed her that she should immediately she received the handset to send it back to the repair centre for REPAIR not warranty claim.</p> <p>The handset finally got back to the repair centre at the beginning of this week. I called Gwen a number of times to follow up on the progress of my repair. Gwen told me she would phone me each day to report on progress. Needless to say, It was me doing the phoning and getting a promise that she would call me back later in the day with a progress report but of course no calls came and I had to call repeatedly.</p> <p>I did not receive the promised call yesterday afternoon as my phone was supposedly being worked on yesterday. I called Gwen and got voicemail asking me to leave my name and number for a call back. Nothing further happened yesterday. I phoned at 08h30 this morning and got voicemail. Left message again. I phoned again at 10h30 and again got voicemail.</p> <p>Gwen was not calling me back so In desperation I phoned the HVRC call centre to see if they could tell me what was happening with my handset. I was informed by the call centre agent that per the computer system the handset had undergone 'warranty evaluation' yesterday and had failed the evaluation because an accessory (earphone) was missing and the phone was more than 6 months old. It was therefore being despatched back to the store, unrepaired!!!!!!!!! I told the agent the Hoedspruit store had been instructed by Gwen to send it back for repair, not for warranty but evidently Idah at the Hoedspruit store did not follow those instructions.</p> <p>I don't doubt it will take a week for the handset to get back to the Hoedspruit store. That will make it about 2 months I have been without my supposedly 'top of the line' handset. It will still not be functioning when it gets back to Hoedspruit. I am now at my wits end!</p> <p>I have 5 contracts with MTN between my own name and my various company names. Unfortunately, they all have some time still to run or I would cancel them all and go to another service provider who might give me service!</p> <p>I intend to instruct the MTN Hoedspruit store to phone me as soon as my handset gets there so I can go and collect it. I will then get it to a Samsung repair centre, no doubt at some cost to me but I might get my handset repaired and back within a couple of weeks.</p>