One client is insignificant to the eye

<p>I have been a loyal MTN user since 2009.</p> <p> </p> <p>Today I write this mail with such disgust, frustration and disappointment in MTN.</p> <p>I am considering cancelling and moving over to another service provider.</p> <p> </p> <p>Monday – 05/12/2016</p> <p> </p> <p>MTN Southgate Branch Entrance 4</p> <p> </p> <p>· On Monday morning at 09:10 I walked into the MTN Southgate branch Entrance 4</p> <p>· The consultant that attempted to assist me, informed me that the phone I wanted was not available.</p> <p>· They only had +- 4 phones in stock that had to be sent to the warehouse.</p> <p>· I was then advised to go to the MTN Store on Entrance 1</p> <p> </p> <p>MTN Southgate Branch Entrance 1</p> <p> </p> <p>· At the store, I was assisted By Bongiwe.</p> <p>· She advised me that the phone I wanted, was also not in stock, but she will get MTN Maponya to deliver the phone to store.</p> <p>· I was advised to be back at the store by 12:00.</p> <p>· When I walked into the store at 12:15. Bongiwe informed me that the MTN system was “SLOW” today, meaning that my additional contract had not been approved as yet.</p> <p>· I asked her if I should stay at the mall a while longer. She suggested that they deliver the phone to me the following day instead.</p> <p>· I agreed to this, Jotted down my physical address and cell number she could get hold of me. Then I asked her if there was anything else we needed to cover while I’m at the store.</p> <p>· Two things, I made Bongiwe aware of the fact that I needed a sim swap, I had lost my sim card & wanted my old number to use with this new contract & that I was willing to wait at the branch</p> <p>· till the system approved my contract.</p> <p>· She suggested that they deliver the phone to me the following day instead.</p> <p>· I walked into Southgate MTN at 09:15, I left the store by 12:45.</p> <p> </p> <p>Tuesday – 06/12/2016</p> <p> </p> <p>· I phoned at 09:30, asking to speak to Bongiwe.</p> <p>· Bongani informed me that Bongiwe was off. I then explained the situation to Bongani.</p> <p>· Bongani casually let me know that Bongiwe isn’t here, so he can’t really advise or assist me on what is happening. He would call me back.</p> <p>· Needless to say, I called back after a few hours. Bongani could not help. I asked for the manager.</p> <p>· Kgomotso, the manager, came to the phone, I explained the situation. She informed me that she would sort it out for me.</p> <p>· Once again, I had to call back to find out what is happening. Kgomotso then said I needed to Rica my number at the store and it needed to be activated.</p> <p>· I then explained to her that while I was at the store, I asked Bongiwe what was needed from me! I left the store under the assumption that everything that was needed on my end was done!</p> <p>· Due to the fact that my sim card needed to be activated and Rica’d (Which didn’t make sense cause the number was Rica’d a few years ago already), Kgomotso and I came to the agreement that the phone will only be delivered on Wednesday.</p> <p>· Kgomotso gave me her word, that she would ensure my phone is delivered on Wednesday – 07/12/2016</p> <p> </p> <p>Wednesday – 07/12/2016</p> <p> </p> <p>· I phoned at 09:44, I was then informed by Tshepo or Bongani that Kgomotso was busy with a client. She would call back.</p> <p>· I called back at 10:44, Bongani let me know that Kgotmotso was busy with a very urgent query and could not get to the phone.</p> <p>· When I called the store some time after 11:00, I spoke to Bongani asking for the email address of the C.E.O or area manager, Kgotmotso came to the phone and let me know that she was waiting for my phone to be activated.</p> <p>· At around 13:00 Kgomotso called me (PLEASE NOTE THAT THIS IS THE ONLY PHONE CALL I RECEIVED FROM THE BRANCH) asking me for my address.</p> <p>· She then proceeded to tell me that “Wynberg is too far”, “driver will be stuck in traffic”. I gave her my home address, which she also explained was “ Too far” “Traffic”</p> <p>· I then gave her my parents address, which is in Gillview. This is a 10min drive from Southgate.</p> <p>· At 15:45 I phoned Kgomotso, telling her that I leave work at 16:00 and needed to know if I should go to my parents home to pick up the delivery. All she could tell me was that the driver was “stuck in traffic in the East Rand” she doesn’t know what is happening. She’d call me back.</p> <p>· No call came!</p> <p> </p> <p>Thursday – 08/12/2016</p> <p> </p> <p>· 09:42 I called the store to get the email address of the store. Kgomotso let me know that the store is not at fault for the delay in delivery.</p> <p>· She let me know that the driver was delivering to “ the whole world” and ‘stuck in traffic” and she doesn’t know what to do.</p> <p>· I informed her that I want this contract cancelled, she then said she’d personally deliver the phone today.</p> <p>· 11:30 – Kgomotso delivered the device. I mentioned to her that I had taken out insurance on the device as well.</p> <p>· Kgomotso promised to forward me the contract as soon as she got to the office.</p> <p>· 14:00 – I sent an email to ********** requesting for a copy of the insurance contract.</p> <p>· I hope I’ll receive a reply with a copy of my contract.</p> <p> </p> <p> </p> <p>I would like to thank Kgomotso for personally delivering the device to my work premise.</p> <p>However, It is apparent that I'm just another frustrated customer whom the MTN business will overcome, replace and quite obviously continue without. It's also indicative that MTN South Gate service providers do not have MTN clients' interest at heart. There has been a continued lack of service provision and accountability top-down from the MTN South Gate store-head throughout this matter.</p> <p>MTN is a big organizations that has its belly full with years of our contributions and patronage, evidently it will proceed and prosper with/without my insignificant contribution in its business today. However MTN must re-learn to prioritize and morally put a client's needs at the service level height they promise every client. The loss of one client is insignificant to the eye, but it definitely carries a negative weight in the success of your business and the nation's economic wealth. </p> <p>It's not so much the phone I'm frustrated about anymore. MTN has been *********** in communicating and clarifying things with/for me and have failed to live up to the service they promised me as a client.</p> <p>I hope this mail will serve as some sort of guide line in helping MTN as a whole in sharpening their customer service and communicating s****s between client and consultant.</p> <p>I have been poorly served.</p>