PATHETIC CUSTOMER SERVICE

<p>I visited the MTN store situated in the Pavilion shopping mall in Durban on 04-02-2016 to book my Apple I-Phone 6 Plus in for repairs due to the screen being damaged. I was assisted by one of the agents in store who logged the phone in for repairs and gave me a reference no. ********** , she advised me that one of the consultants from the insurance company will contact me to discuss where and when they can send the courier service to collect the phone from me. Annette Taljaard from SmartphonePlus contacted me and she set the guy to my place of work to collect the phone, I asked Annette how long the repairs will take ,and she stated 02 weeks. Two weeks past and no one contacted me so I decided to contact MTN on ********** 000 and was given another telephone number ********** which is for the Insurance company to contact and query the repairs on the phone. It was only at this time that I was told that my phones "Find My I-Phone" feature was "ON" which prevented the repairs from being done. I understood and logged onto the Apple app from another device of mines and I deactivated the feature. I contacted the insurance company thereafter and the agent that answered acknowledged that the feature was reflecting as "OFF", the agent relogged the repair request and stated it will take another 02 weeks for the repairs to be done. Two weeks past again and no one contacted me, I contacted the Insurance company again and this time to my disbelief I was told that the phone was not picking up as a MTN device but a TELKOM device. The agent told me that when I purchased the phone from the Apple store, the Apple store must have sold me a Telkom device with a MTN contract which was not my fault. The agent stated that she will escalate the matter to her manager. I waited for the manager from the Insurance department to contact me with feedback and no one contacted me, I than decided to visited the store where I initially booked the phone for repairs and the consultant that I spoke to stated she will email the Insurance company and provide me with feedback in 03 days of which she just like the other useless consultants that I was interacting with from the start did not contact me. I had to again go to the store on the third occasion on 03-06-2016 to find our what was going on and Ntobeki Mbuki sent yet another email to the Insurance company to query the status of the repairs, however to my disbelief this time Liese Lindeque who is the General Manager of Smartphoneplus rep**** and stated that they are awaiting status confirmation from MTN Insurance and that they are dependent on MTN Insurance for the way forward. After all those calls and numerous visits to MTN and the Insurance department, I am still awaiting positive feedback. The service which I am receiving from MTN and the unprofessional consultants is pathetic. I am paying for a contract which I do not have a device for and it has been 05 months, if I do not pay my contract for one month, im sure you guys will be hounding at me for the payment, so put yourself in my situation</p>