MTN The Glen Mall

I have experienced the worst service from MTN store The Glen Mall (opposite Capitec Bank). My iPhone 14 Pro Max was booked in for network problem. Upon seeking assistance I was subjected to the most appalling, unprofessional and time consuming experience.

Below is a summary of my recorded events.

- 07/11/2023: I decided to take the device to The Glen MTN Store. The lady that assisted to book the device asked if I have the original box and proof of purchase which I did.

- 10/11/2023: I received an sms notification (Ref No. ***) advising that the device has been booked in for repairs.

- 15/11/2023: I received a call ***) from the repairs department requesting that I need to deactivate device from find my phone (either by using laptop or pc) in order for repairs.

- 22/11/2023: I received an sms (with the same ref no.) confirming that device has been repaired and dispatched, I will need to allow 3 to 4 working days for delivery to the store.

- 28/11/2023: As patiently waiting for 4 days expecting contact from the store to confirm delivery as I was ready to pick up my repaired device.

I then decided to call the store on *** which nobody answered the phone at first.

I decided to go to the store myself. On arrival at the store, the lady that I spoke to on the phone presented me with my original box iphone box which had a device inside that had a sticker (outside the box) with a new IME Number written by hand. She gave me document copy for the replacement device (she asked me to sign for a replacement device) which i refused. She then told me that my device could not be fixed “with utter attitude she tried to dismiss me and blatantly said there is nothing she can do to assist me with a new new device. To my surprise she is the store manager 😭. She told me replacement device don’t come in an original box sealed, they come in brown box.

I have sent numerous emails, been to the store more than 4 times, and even spoke to the regional sales manager which he has called me back as promised

My Questions:

- When did the store receive the information that my device cannot be fixed, - Why was I assured that my device is available, repaired and ready for collection. Yet it wasn’t? - Why was i not contacted before hand regarding the issue with stock? - Why was i offered a device with a hand written details i my original box. - If I am to take a replacement, what assurances do I have that I will not encounter damage issues in the near future. I do not know where that replacement device has been or trust maintenance issues.

Regards Vuyisile Renene