Not Insured
<p>About three months ago I renewed my contract with a Samsaung Galaxy S7 Edge, upon my take up of my contract at the store at Parrow centre I have requested insurance to be added and have been advised by the consultant that its been added and the insurance documents will be sent to me via email. When calling to process a claim on my insurance as my device was damaged, I have been told that my device is not coverred as I have not taken out insurance. I'm extreamly upset as I have to cover the cost of my repair when was under the impression that I'm insured as agreed upon take up of my contract.</p>
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MTN South Africa's replyOfficial
24 Apr 2017, 17:36
Dear Valued Customer,
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 be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
Complaints Management Team
Reference Number: ***1
Best regards,
MTN South Africa's reply24 Apr 2017, 17:36
Official
Dear Valued Customer,
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 be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
Complaints Management Team
Reference Number: ***1
Best regards,
's updateReviewer Update
02 May 2017, 13:32Hi Mike
Thank you for your response, a week has passed and I've had not been contact regarding this complaint. My patience is wearing thin as this is not the level of service I expect being a loyal customer of MTN for over 10 year - I'm really disappointed. Should this matter not be resolved by end of this week, I will be seeking legal assistance and have this matter referred to ICASA.
Dustin Jury
's update02 May 2017, 13:32
Reviewer Update
Hi Mike
Thank you for your response, a week has passed and I've had not been contact regarding this complaint. My patience is wearing thin as this is not the level of service I expect being a loyal customer of MTN for over 10 year - I'm really disappointed. Should this matter not be resolved by end of this week, I will be seeking legal assistance and have this matter referred to ICASA.
Dustin Jury