MTN'S TERRIBLE CUSTOMER SERVICE AND WORK ETHIC

I took a Huawei Nova 10 SE on contract at the MiddIeburg Mall branch on the 29th of January 2023. I started using the phone the next day and immediately picked up on some manufacturing defects.

One defect happened during a whatsapp call. I was on a call for 3 minuets 57 seconds and when I tried hanging the phone up, it wouldn't allow me too. The person I was on the phone with hanged up on thier side but on my side it continued. I kept on pressing hang up and it wouldn't allow me. The call went on for more than an hour and I just could hang it up. Judith said it was network problem. However from my knowledge which is common knowledge, when there is a network problem on a whatsapp call, the app says reconnecting and doesn't continue counting the minuets of the call. Screen recording of the defect was provided to the store.

The camera is extremely bad which is another defect. I used a Huawei Y7P before this device which is 3 times cheaper than the device I bought but the camera quality of the Y7P was better by far. A male consultant laughed at me mockingly when I mentioned the camera.

Another defect is that I received a call and I could only here the ringtown but no caller ID popped on my screen. I only got to see who was calling after I checked my call log. When I went back to thee store about 5 days later, the phone froze in the consultant's very hand, yet the still insisted it was fine. I took a video of this as proof.

I went to the store within the 7 day guarantee period as said by the return policy and I couldn't go earlier than that because I live in Witbank which is the next town, a different town from where I bought the phone. Regardless of the proof I came with and the policy that allows me to return the device, I was told I won't get a refund and if I want to cancel the contract and get a different device(because I am uncomfortable with the Huawei brand at this point) I would have to pay the outstanding balance which is not stated on the policy.

The policy stated that the phone must be assessed by the MTN service and repair center in accordance with the manufacturer's warranty terms. However I received a call from the store that they themselves couldn't find the issues I was complaining about. My question is branch also the MTN service and repair center.

They sent the phone back to Huawei after holding on to it for a week and Huawei rejected the warranty because not only had it passed the 7 day out of box policy but I hadn't signed CRD documents which I could have signed if the phone was booked immediately when I brought it to the store but instead they refused to book it on time because they claimed that nothing was wrong with the phone even though I came with proof. The repair slip also says that a factory reset was done on the phone. This is a brand new phone which freezes, has terrible camera quality and signs in as a Redmi note 8. I do not believe that a factory reset can fix such faults and the fact that the store ended up booking the phone after holding on to it for almost a week proves that the phone is indeed defective and the supplier would have taken it back if the store had followed the policy and booked the phone in time. The fact that the store booked the phone for a repair instead of an OBF shows dishonesty and unprofessionalism.

I've sent multiple emails to MTN's customer care asking for assistance on this matter and they've stopped replying to my emails at this point. They were also very useless in helping me. The phone is still with the store and I'm basically paying for a brand new defective cellphone that I don't even have with me.

So I plead with you to urgently assist me because the store refused to follow the policy and assist me regardless of the proof I provided. It has been well over a month now.

At this point I do not recommend MTN as a whole. They have proved to be unprofessional and useless when it comes to helping their customers. Clearly the customer does not come first with them. If I could give it no stars at all, I would.

0/0 absolutely do not recommend MTN.