No Customer focus for MTN results in poor financial results

I app**** for a MTN 5GB service with a router on Monday 16 December, and this took the best part of an hour to do. On Thursday morning a recieved a SMS to say it is provisionally approved so I return to th MTN store. Only to be told to return again on Friday.

So back I go on Friday and after another hour of them tapping away on the system I finally have my router and SIM with a confirmation all done and it is active. Cellphone number allocated is ********** 802. I spend the whole afternoon and evening and still can not connect to the internet.

On Saturday morning I am back at the store and after a while I am told thet I am “RICA barred”. Not sure how the SIMis issued without RICA, but for the next 45 minutes the agent is busy between his system an the phone, doing de-registrations and re- registrations if my SIM. After all of that I am told it will be active after 3 hours.

Another 4 hours later and I check with the MTN online system and still “RICA barred”. I call the branch again and they will check and get back to me.

By now I have recieved a poorer quality of service that I did from Telkom and a much poorer service I got from Vodacom. Why did I ever decide to change as every change has resulted in a major decrease of customer service and experience. Perhaps this is the key reason for the lack of revenue growth in MTN South Africa followed by the poor share performance. They should stop looking for other reasons and focus on customer experience because people do business with people and organisations they like, and quite frankly there is nothing to like from anything at MTN so far.

I wonder if they will give my money back and cancel the contract as I am sure this poor service will continue for as long as the current management team does not take customer experience as a real focus point.

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