MTN - Pathetic Disappointing service from MTN Direct and Repair Centre

<p>Hi</p> <p> </p> <p>I had my phone upgraded with Mtn Direct late October 2016 and got a Samsung J7 prime and all went well until my phone stopped working on December 3rd 2016.</p> <p>I took my phone to Mtn Gateway on 5th December to have it returned only to get told after waiting an hour that the sysytmen is off line and I could not hand in my phone.</p> <p>I eventually managed to go to the store again on December 16th to hand my phone in and was told to contact the repair centre in 5 days to get feedback as to whether my phone will get repaired or replaced.</p> <p>I called and on the 21st December was advised that my phone cannot be repaired and a warranty claim has been approved to get the phone replaced and I was given a collection number to call MTN Direct and query on the delivery off my phone.</p> <p>I called and was told due to stock take and the warehouse being closed for the December period, phones will only be dispatched from the 3rd January 2017.</p> <p>I stayed the whole month of Decemeber without my phone and eagerly awaited the 3rd January as I knew that I would be getting my phone replaced.</p> <p>Lo and behold little did I know that it was the beginning of a nightmare of me making all the phone calls to MTN to get a confirmation of when I will recieve my phone and deal with some people who conveniently brush you off like you are a nobody.</p> <p>I called and was told that the consultant who initially did my upgrade needed to capture the replacement onto the system as only she can do this and then only will I get a phone.</p> <p>I called again after 2 days and get told shes on leave and will come back on the 9th January.</p> <p>I asked to speak to her supervisor or be transferred to him and I was told they cannot transfer calls and can only correspond by email.</p> <p>I requested that an email be sent to him to look into this and call me back.</p> <p>No phone calls were recieved.</p> <p>I called again and this time I was told the warehouse only opened on 6th January and they dont have stock of the phone and they cannot help until the phone is returned from the repair centre (nandi drive) to the warehouse (jhb).</p> <p>I called again Monday 9th January to speak to the consultant Tracy who I was told is still on leave and now comes back on the 16th January.</p> <p>I again asked to speak to a supervisor and I was told he is busy and an email will be sent to escalate this and he will call me.</p> <p> </p> <p>I decided to call the rapair centre this morning to find out if my phone was sent to the warehouse for replacement.</p> <p> </p> <p>I called this morning and was put on hold by a consultant from the repair centre for 24mins only to have my call cut.</p> <p>I called again and asked to speak to the lady I spoke to earlier and was told they cannot transfer calls.</p> <p>I asked if they can confirm if my phone has been sent from the repair centre to the warehouse as MTN direct is waiting to capture in the return so my phone can be replaced.</p> <p>I was told by the consultant she doesnt know.</p> <p>I asked for a number to contact them myself and I get told that it is a walk in centre and they do not have phones.</p> <p>I asked to be transferred to her supervisor, I was told he is busy but she will email him to call me.</p> <p>Its the 13th January and to date I have not recieved a single call or email from MTN to sort this problem out.</p> <p>I keep getting told that they cannot transfer calls and only deal with emails.</p> <p>I have called more than 15 times since my phone was handed in on the 16th December.</p> <p> </p> <p>This is absolutely unacceptable that such a world renowned company like MTN do not care about the very people who they call customers.</p> <p>WHERE IS THE CUSTOMER SERVICE IN ALL THIS?</p> <p>There is no sense in spending all that money on such fancy adverti*****ts when you cannot get the most important thing right, Customer Service and Satisfaction.</p> <p>It is costing me money to keep calling to get an answer that nobody has to give me.</p> <p>Is MTN going to compensate me for all the calls that I have made?</p> <p>I am still being billed monthly yet I do not have a phone.</p> <p>Whilst MTN is happy, they get their monthly debit order, no one cares about an unhappy customer.</p> <p>Why do you have supervisors if they do not have the courtesy to call a customer?</p> <p>At what stage do they find it off importance to take the initiative to respond to a query that has been escalated to a senior level?</p> <p>I have reference numbers that literally mean nothing as the consultants dont know how to help me get the answer I need.</p> <p>I have proof of all calls that I made and the duration off each call.</p> <p> </p> <p>All I want is my phone replaced and someone to please take the initiative and do something about resolving this.</p> <p> </p> <p>Kind Regards</p> <p>Dianne</p>