AS
Andreas S

1 reviews | Active since Jan 2012

10 Nov 2017, 08:56

MTN repairs are useless

My htc one m9 was booked in in march where they had to replace the board. after receiving it back the phone 's screen became non responsive in the top right corner. They replaced the screen but the problem still persisted and i'm not talking that the screen has a new problem its the exact same area on the screen. So it was booked in again and had to wait two and a half months to get it back where I was told again they replaced the screen. Guess what the screen did the exact same thing again and was booked in again. Now they tell me there's mechanical damage and that's what causes the issue. So My first problem is if that is the cause of the problem why wasn't it detected the first two times, my second problem is that I have effectively been without a phone since march as its been booked in almost constantly and now for the last 3 weeks I've been given a different excuse on a daily basis as to whats going on from the repair center.

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Replies (2)
MTN South Africa
MTN South Africa's reply15 Nov 2017, 11:07
Official

Dear Andreas,

Thank you so much for the patience and understanding you’ve displayed during this most regrettable situation. For myself and on behalf of MTN, please accept my sincere apology for the inconvenience caused.

Our records indicate the device has reached our repair centre on the 14th of November and is currently in the processed of being repaired.

Please bear with us during this process.

Let me assure you that we highly value your time and our business relationship. We will strive to ensure that this error is not repeated in the future.

I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.

Warm regards,

Willem Jnr Loots

MTN Complaints Management Team

Best regards,

AS
Andreas S's update15 Nov 2017, 12:21
Reviewer Update
Not be repeated this exact same issue happened about 6 years ago to me as well where my phone was booked in longer than I had it in my possession during my contract term so sorry for my enthusiasm in your words. And yes do you wanna know why it is being repaired now? I finally got mtn to give me the htc repair center number and 30 minutes later I achieved more than you guys did in more than 3 weeks and then when I brought that under your call centers attention I was made out to be unreasonable and then when he ran out of things to blame he apologized and again was told he would follow up and call me back before end of business day and the best part is I'm still waiting for that call as well. But thank you for letting me know that my phone has been received that saves me one call this month.