rS
riaan S
1 reviews | Active since Apr 2013
25 Mar 2019, 12:36
MTN...why?
Hopefully i get somewhere with this, but here goes. I recently changed phone makes, due to the sales agent telling me that when you select this particular phone, it still has a free screen replacement, as i was looking towards this make anyway. This was the only reason that i had taken the new make vs the old make of phone which i knew did not do the free screen replacements. So after a little back and forth, i now went for the new phone, checked reviews etc, bonus was the free screen replacement...Now... my screen cracks, I phone MTN and they tell me yes, they do free screen replacements, but not on the model that i have...I feel i have been **** to on my initial contract...and want out of it, or my screen replacement which they stated the phone had... I feel i need an answer from someone who has authority...and not just a damn sales rep and his manager...
Helpful (0)
Replies (4)0
Replies (4)
MTN South Africa's replyOfficial
26 Mar 2019, 07:30Good day Riaan
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please advise of the cell number in question and phone type.We will investigate and provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please advise of the cell number in question and phone type.We will investigate and provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
MTN South Africa's reply26 Mar 2019, 07:30
Official
Good day Riaan
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please advise of the cell number in question and phone type.We will investigate and provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please advise of the cell number in question and phone type.We will investigate and provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
rS
riaan S's updateReviewer Update
26 Mar 2019, 07:56Good day Dinesh,
The phone type is a Huawei P20 lite. My cell number is ***.
Yes... I feel done in... When i looked at upgrading my contract... I specifically took this phone because of the free screen replacement that it offered. This was really the only reason... I was looking at the s9 at the time andi thought... Why not... Good contract... Good phone with screen replacement... And then i got a cracked screen... And now they saying that i dont get any replacements because it doesnt include my model... So i want either my screen to be replaced or the contact cancelled... I dont feel that i need to be paying for a service that **** to me...
Give me a call if u need to...
rS
riaan S's update26 Mar 2019, 07:56
Reviewer Update
Good day Dinesh,
The phone type is a Huawei P20 lite. My cell number is ***.
Yes... I feel done in... When i looked at upgrading my contract... I specifically took this phone because of the free screen replacement that it offered. This was really the only reason... I was looking at the s9 at the time andi thought... Why not... Good contract... Good phone with screen replacement... And then i got a cracked screen... And now they saying that i dont get any replacements because it doesnt include my model... So i want either my screen to be replaced or the contact cancelled... I dont feel that i need to be paying for a service that **** to me...
Give me a call if u need to...
MTN South Africa's replyOfficial
26 Mar 2019, 12:15Good day Riaan
Kindly note that we tried contacting you , we contacted the Store manager who advise that Huawei P20 lite does not come with a free screen replacement. Consultants in-store are fully aware of the terms and conditions regarding which handsets are eligible for a free screen replacement. The consultant would have noted on the contract the free screen replacement if it was eligible for the Huawei P20 Lite. Consultant advised that no mention of a free screen replacement for the phone was discussed as they know that the Huawei P20 lite is not eligible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Kindly note that we tried contacting you , we contacted the Store manager who advise that Huawei P20 lite does not come with a free screen replacement. Consultants in-store are fully aware of the terms and conditions regarding which handsets are eligible for a free screen replacement. The consultant would have noted on the contract the free screen replacement if it was eligible for the Huawei P20 Lite. Consultant advised that no mention of a free screen replacement for the phone was discussed as they know that the Huawei P20 lite is not eligible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
MTN South Africa's reply26 Mar 2019, 12:15
Official
Good day Riaan
Kindly note that we tried contacting you , we contacted the Store manager who advise that Huawei P20 lite does not come with a free screen replacement. Consultants in-store are fully aware of the terms and conditions regarding which handsets are eligible for a free screen replacement. The consultant would have noted on the contract the free screen replacement if it was eligible for the Huawei P20 Lite. Consultant advised that no mention of a free screen replacement for the phone was discussed as they know that the Huawei P20 lite is not eligible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Kindly note that we tried contacting you , we contacted the Store manager who advise that Huawei P20 lite does not come with a free screen replacement. Consultants in-store are fully aware of the terms and conditions regarding which handsets are eligible for a free screen replacement. The consultant would have noted on the contract the free screen replacement if it was eligible for the Huawei P20 Lite. Consultant advised that no mention of a free screen replacement for the phone was discussed as they know that the Huawei P20 lite is not eligible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
rS
riaan S's updateReviewer Update
26 Mar 2019, 13:18thats perfectly fine, as i have heard that before. However, when i went in for my contract, they did tell me that the Huawei range does come with free screen replacements...they did not specifically mention that my range does not come with a free screen replacement...therefore the issue...its all well and good that they can fall back and tell you that they did not tell me that it does have screen replacement as they are fully aware...blah blah blah...but unfortunately myself and my wife who was sitting beside me remember it differently.
Thanks for trying to call me, i have no phone anymore..my screen decided to not work anymore now...so now im stuffed.
It is unfortunate, but like i said...i specifically went for the range because they told me it has free screen replacements...why would i have then gone for the range if the only reason i actually went for the range was for the free screen replacement in the first place...i beg you to try and explain my reasoning to me....its an unfortunate situation..i have lost all faith in MTN to an honest and truthful company. As i have stated on numerous occasions now...i went for the phone because the salesman specifically told me that it had a free screen replacement...Why the **** would i then change to a phone in the range that does not have this feature?? perhaps the salesman forgot to tell me that this phone does not have that feature and he suggests that i go with something else...which he should have...now i am sitting with a phone, i cant use...a company that is backing a salesman who **** to a custome...and who fits the bill...me...now if i want to cancel the contract...you going to **** me over again...all i want is aworking phone...or a cancelled contract...i believe that you guys are in breach of contract as what was sold to me was a phone with free screen replacement...and now im ****ed...thanks MTN...how about you give me your number...i will find a phone...and contact you...so you can see what you can do for me...As the manager will obviously back his employee up...the issue is i was made to believe something which is not true just for the guy to get the sale or the contract...now who sits with the issue...me...who has to pay...me...
it was at the time, the newest phone on the range that came out...maybe the salesman thought it was part of the range that has this option...i dont know...all i know is that i want my phone repaired by the shop who i bought it from...thanks
rS
riaan S's update26 Mar 2019, 13:18
Reviewer Update
thats perfectly fine, as i have heard that before. However, when i went in for my contract, they did tell me that the Huawei range does come with free screen replacements...they did not specifically mention that my range does not come with a free screen replacement...therefore the issue...its all well and good that they can fall back and tell you that they did not tell me that it does have screen replacement as they are fully aware...blah blah blah...but unfortunately myself and my wife who was sitting beside me remember it differently.
Thanks for trying to call me, i have no phone anymore..my screen decided to not work anymore now...so now im stuffed.
It is unfortunate, but like i said...i specifically went for the range because they told me it has free screen replacements...why would i have then gone for the range if the only reason i actually went for the range was for the free screen replacement in the first place...i beg you to try and explain my reasoning to me....its an unfortunate situation..i have lost all faith in MTN to an honest and truthful company. As i have stated on numerous occasions now...i went for the phone because the salesman specifically told me that it had a free screen replacement...Why the **** would i then change to a phone in the range that does not have this feature?? perhaps the salesman forgot to tell me that this phone does not have that feature and he suggests that i go with something else...which he should have...now i am sitting with a phone, i cant use...a company that is backing a salesman who **** to a custome...and who fits the bill...me...now if i want to cancel the contract...you going to **** me over again...all i want is aworking phone...or a cancelled contract...i believe that you guys are in breach of contract as what was sold to me was a phone with free screen replacement...and now im ****ed...thanks MTN...how about you give me your number...i will find a phone...and contact you...so you can see what you can do for me...As the manager will obviously back his employee up...the issue is i was made to believe something which is not true just for the guy to get the sale or the contract...now who sits with the issue...me...who has to pay...me...
it was at the time, the newest phone on the range that came out...maybe the salesman thought it was part of the range that has this option...i dont know...all i know is that i want my phone repaired by the shop who i bought it from...thanks