MTN. Unprofessional Bad Service

<p>Hi. </p> <p>This year January 23 I took in my phone(Samsung S7Edge) for repairs at the MTN Vryheid branch. I had called ADH but because they were going to collect the phone on Tuesday the 24th I told them I'll take it to the store and they can collect it there because I had to leave on Monday the 23rd. </p> <p>The phone was never collected, i had to constantly check up with the lady that had helped me at the mtn store if they've collected. April 20 the insurance called me and told me my S7Edge is not covered, the phone is an upgrade from Samsung S5, and only the S5 is covered therefore they cannot fix it. I asked the lady that had called to update it then and fix the phone she said they can't since its been a year since I've upgraded the phone. I then asked if it's possible to add the phone on the insurance again said no cause it's an old phone now. When I asked her about the warranty, bacause in my understanding the phone has a one year warranty of which when the screen is damaged ADH fixes it for free for the 1st time in 12 months, she then said I must find out from the store about that. </p> <p>When I asked the lady that had helped me at the mtn store she told me that ADH won't be able to fix the phone cause my warranty has expired, it expired on the 19th of April. </p> <p>My question is why wait so long, for my warranty to even expire then tell me they cannot fix my phone???</p> <p>I wrote on twitter complaining about mtn and I was called my mtn customer complaints. They had received a different story from my insurance. The insurance now says it's not a train smash I must just update with them that I've upgraded and they will fix the phone. Funny cause they say these calls are recorded, they must draw out that record. Customer complaints also called the store and spoke to the manager about this matter. The manager also called and apologised and said that they'll email the insurance and sort it out.</p> <p> </p> <p>It's May now i still don't have a phone. Insurance claims they receven my claim in March but called me in April. What took them so long? What took the store so long to forward my claim? Why did ADH wait for my warranty to expire then tell me they can't fix the phone? So there's no such thing as a 1year warranty at MTN? They're just fooling us as customers. </p> <p>This is bad customer service. Whether they fix my phone or not they mustn't expect an upgrade from me. This is frustrating!!!</p>