Pathethic service/response/feedback

<p>I already logged this on Saturday but is not getting any response.</p> <p>I went to the Welkom store as my phone was/is still rebooting the whole day and I cannot phone without restarting my phone, the guy was not very helpful and said that I need to wait a few days as I can upgrade on 1 Sept, I went to the other store as I thought that I will get better service but the lady said that I was not due until 22 Sept for an upgrade and besides that she do not have stock in the office for A3 phones. My husband was very much unhappy and we left and i decided to phone the call centre to upgrade as he recently upgraded calling them and do not have/had any problems with the service or the phone.</p> <p> </p> <p>I phoned and was friendly assisted by Musa Nzama and my phone was on its way but then the trouble started, the courier company only deliver in Theunissen once a week and my phone was already at RTT in Welkom on Thursday but they would only be able to deliver the next week Tuesday (50km between the two towns). I arranged at work to collect the phone on Friday afternoon driving to Welkom. I plugged the phone on the charger on Friday night and the next morning it was still on 29% and a little bit later was on 19%. The call centre was closed and I phoned on Sunday to a number on the top of the receipt form i signed when i collected the phone. A very nice lady gave me refno ********** 38 and said that i need to go to the nearest branch and i will be able to give back the faulty phone and exchange for another one. I sent to Klerksdorp the Monday as i had doctors appointments for most of the day and when i got to the store the lady assisting me was half aggressive and phoned somebody and the lady on the other side told me that the phone needs to be send back to the call centre and only after that it will be exchanged. The lady in the store typed a mail and gave me back my receipt form after she made a copy and i asked her if there was anything else i will get to proof that the phone was given in and she said that there was nothing. Apparently the number i phoned on sunday was the aftercare centre and the lady was not giving me the correct info and i was not aware that the aftercare and the contact centre were two different places.</p> <p> </p> <p>I went to Pretoria later the day and only returned on Thursday and once again i had to phone the call centre and the person on the other sided said that the lady in Klerksdorp was supposed to give me a COL number and yet again i was promised to be contacted, but nothing up to now.</p> <p> </p> <p>I took a chance on saturday and phone the call centre again and i got hold again of Musa and he said that he will follow up and phone me today and because of my cellphone not properly working i asked him to phone me on my work landline, but nothing!</p> <p> </p> <p>I was always a loyal customer of MTN but i regret it now that i decided to renew my contract, i want to cancel my contract as from MTN's part it is breach on contract, i am paying for a service i do not have, the staff in the stores treat you as if they are better that anyone else and is also not very helpful and you may as well close your stores and only work through the call centres as the staff are friendly and helpful.</p> <p> </p> <p>I really needed my phone when i was on the road to Pretoria and back as i was travelling alone and i got a faulty phone when i got it,,,i understand that it can happen BUT in circumstances like this it is NOT the customers fault and you can really upgrade your assistance,,why do i now need to phone and phone, wait and wait for somebody to get back to me,,or wait for a week to have my phone delivered like when it was send originally. I am really very much dissapointed in how things progress but come month end you take your money by debit order and do not give a damn about me or if i have a phone or not.</p> <p> </p> <p>I would appreciate it if anybody will take some of their precious time to phone me or make sure that this been sorted out,,or cancel my contract without any cost from my side so that i can go and look for a network that is willing to assist me as i NEVER skip any payment for the last 16 odd years i was with MTN</p> <p> </p> <p>I await your urgent response</p>