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Stephan L

1 reviews | Active since Mar 2018

04 Jul 2018, 14:21

MTN poor client services, and lack of professionalism

I am very disappointed, I sent in my phone for repairs on the 12th of May, and was told that repairs will take 4-6 weeks. First they took my phone and contract, to document it. I was given nothing in return. When I asked if they give anything as proof that it was taken, they simply said - "no. this is how we do it." Needless to say 6 weeks later I followed up - since I was not contacted, and was told they will find out what is happening and phone me back this was on the 25th of July. Later that same day I called again since there was no call back, I was again promised with feedback. 2 days Passed where I consistently phoned wanting answers. Eventually I was told that their repair center has it, and that they are waiting on feedback. I phoned again and was told the Phone is at the Hauwei repair center, they are waiting for the technician who is currently not in office to let then know. The Next Day I then phoned again and this time Walter - the manager answered and said - they don't know where my phone is and I should phone their repair center and Hauwei to find out where it is. Can you believe it! My contract is with them, I gave my phone in to their care and I am still expected to phone their supply center! I told him that I will not phone them as I feel this is their responsibility! I was again told that he will phone me back as soon as he has phoned them - AGAIN NO ONE PHONED ME BACK! so I phoned the next day and was then told by Walter that in fact my phone has at their repair center and that they are not sure what is wrong with it! I explained again what the problem was (as I did, and that was written down on a form the day it was handed in) He then AGAIN promised to return with information. 2 hrs later I received no call, and phoned again, after which I was told that the phone will be sent in to the Huawei repair center so that they can asses the phone this was on the 26th of July. This after I was told it is already there! By this time I also lodged a complaint on google where the area manager promised to follow up for me - Still no call from the area manager though!! That day I phoned again for follow up and when I asked for Walter I was told that he is out on lunch (THE CALL WAS MADE 17:10 IN THE EVENING!) Regardless the following day (27 July) again I phoned in hopes of good news - I was told that The phone should have been picked up only on Monday, but they arranged for the courier to pick it up that day (I believe that the phone was then in fact at the shop all this time!) All this time I was given no direct answer or date regarding the return of my property. Regardless on Saturday I went in to the store and spoke with Walter personally - where he admitted that the phone was only sent in a week after I gave it in, (I do not believe this to be the truth - and I told him this.) He also said that he will give me feedback on Tuesday the 3rd as this is when they expect feedback from Huawei. On Tuesday I had to phone again! And was told that I will now have to wait a further 21 DAYS for parts to be delivered! I am Very upset at this! I have now waited 52 days (instead of 42) and they want to add 21 MORE days to this! MY NEXT CONTRACT WILL MOST DEFINITELY NOT BE WITH MTN!!!

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Replies (2)
SL
Stephan L's update12 Jul 2018, 15:54
Reviewer Update
UPDATE: MANAGER IS A ****!! By Friday I was told that the parts have arrived and that we are now simply waiting for the repair to be made. However I was then told on Monday that Walter has requested a replacement instead of a repair - NOW I HAVE TO WAIT FOR STOCK?!?!?! On Tuesday 10 July I was also phoned by Willie (from customer care/complaints) regarding my complaint that I left on hello peter. He promised to investigate and escalate the problem and return to me as soon as possible - I have still not received a call from him. On Thursday I went into the store asking Walter for feedback as I have'nt heard from him since Monday. He then said that he hasn't heard from the repair center and that I am welcome to phone them on ********** 349 however when I phoned the number I only get an automated message saying "The number you have dialed is barred for companion pay as you go customers." So I phoned MTN's 'issues resolvement line' at 808 and was then told that I should phone the first mentioned number, when I told them this, they told me that then there is noting they can do for me!!!!!!!!!!!!! HOW CAN YOUR ISSUES RESOLVING LINE NOT ASSIST A CLIENT IN SIMPLY CONTACTING A MANAGER IN CHARGE!!!!!! Regardless I asked Walter to use the instore phone to phone the repair center. I was then greeted by Matle who after checking my details confrimed to me that in fact the phone was only sent in by JULY!!!! She also said that there is no exact date however and she will query it and return to me with infomation - I also have'nt heard from her since. As you can imagine I am very angry, not only has the repair of my phone been delayed but a MANAGER **** TO ME about it!!!! I then insisted that Walter give me his area manger's phone number. I then complained to him about ALL that I have been through and he also promised to escalate the matter as he was yet STILL UNAWARE OF THE DETAILS OF THE ISSUE (He was simply asked to attempt to speed up my repair) Needless to say 3 hours later and I still havent recieved a call back. So I phoned T.J. Again where he gave me a vague answer saying that the 'exchange has taken place' he is waiting on feedback. After all I have been through I can assure you my next contract will not be with MTN!
SL
Stephan L's update12 Jul 2018, 15:54
Reviewer Update
UPDATE: MANAGER IS A ****!! By Friday I was told that the parts have arrived and that we are now simply waiting for the repair to be made. However I was then told on Monday that Walter has requested a replacement instead of a repair - NOW I HAVE TO WAIT FOR STOCK?!?!?! On Tuesday 10 July I was also phoned by Willie (from customer care/complaints) regarding my complaint that I left on hello peter. He promised to investigate and escalate the problem and return to me as soon as possible - I have still not received a call from him. On Thursday I went into the store asking Walter for feedback as I have'nt heard from him since Monday. He then said that he hasn't heard from the repair center and that I am welcome to phone them on ********** 349 however when I phoned the number I only get an automated message saying "The number you have dialed is barred for companion pay as you go customers." So I phoned MTN's 'issues resolvement line' at 808 and was then told that I should phone the first mentioned number, when I told them this, they told me that then there is noting they can do for me!!!!!!!!!!!!! HOW CAN YOUR ISSUES RESOLVING LINE NOT ASSIST A CLIENT IN SIMPLY CONTACTING A MANAGER IN CHARGE!!!!!! Regardless I asked Walter to use the instore phone to phone the repair center. I was then greeted by Matle who after checking my details confrimed to me that in fact the phone was only sent in by JULY!!!! She also said that there is no exact date however and she will query it and return to me with infomation - I also have'nt heard from her since. As you can imagine I am very angry, not only has the repair of my phone been delayed but a MANAGER **** TO ME about it!!!! I then insisted that Walter give me his area manger's phone number. I then complained to him about ALL that I have been through and he also promised to escalate the matter as he was yet STILL UNAWARE OF THE DETAILS OF THE ISSUE (He was simply asked to attempt to speed up my repair) Needless to say 3 hours later and I still havent recieved a call back. So I phoned T.J. Again where he gave me a vague answer saying that the 'exchange has taken place' he is waiting on feedback. After all I have been through I can assure you my next contract will not be with MTN!