Outsourced Customer Disservice

<p>I had been contacted several times by MTN to upgrade in the last six months. Eventually I got a call and agreed to the upgrade, not because I really need the new phone, but because they offfered me more (time and data) for less (cost). How does that work exactly? I digress... Three weeks later and the phone still hasn't arrived. I have been told three times that I should be prepared to have the phone delivered and waited all day, only to have them not arrive. Then there's the SMS a day or two later "Please contact your sales partner for queries as delivery was unsuccessful" with a number and reference. Phone the number and you speak to a consultant who does not work for MTN (asks if the upgrade was with MTN or Telkom Mobile). She obviously can only tell you the phone was given to RTT and that the reference number is theirs, but she can put you through to them. You then get to an RTT representative whom I swear PRETENDS not to hear you - she just repeats "RTT hallo" several times and then drops the line. After this happened a few times, I'm convinced she actually does not want to speak to customers and ****s it. Now there is no-one to take the complaint up with because MTN has passed the phone on and RTT...well, what shall I say? When will people realise that outsourcing removes the accountability and therefore the customer service?</p>