Pathetic repair service

<p>I have been an MTN client since 1998, through Autopage and now directly with MTN. That is 18years. </p> <p> </p> <p>My phone fell in May where after I sent it to MTN for repair. It was handed in at MTN Brooklyn, Pretoria. It was assessed and noted that the insurance will pay for the repairs. The payment for the repairs was made beginning of July. MTN did not inform us at all of the stage of repair. We had to call and follow up weekly regarding the finalisation of the repair. </p> <p> </p> <p>Yesterday, 16 August, 6 weeks after the payment were made, my husband went to the MTN shop in Brooklyn where he was informed that they don't know what the status is of the phone and they cannot get hold of the repair centre. He needed to come back in 2 hours. 2 hours later, they still didn't know what the status is.</p> <p> </p> <p>My husband had to drive all the way to Allandale where the repair was done, just to find out the phone was fixed a long time ago and they couldn't allocate the payment that is why we didn't receive the phone back. Now my problem is as follow:</p> <p>1) The store manager at Brooklyn does not follow up on matters and inform the customers. </p> <p>2) We had to take time to run back and forth, can I bill MTN for the time I wasted following up on a matter that they were supposed to follow up?</p> <p>3) We had to drive all the way to Allandale, JHB to pick up the phone which is unacceptable. That is costing my petrol and time that I do not have…</p> <p>4) The mere fact that they couldn't allocate the payment is not the customers problem, and not informing the customer of the status is pathetic.</p> <p> </p> <p>What is MTN going to do to compensate for the lost time that we had to run back and forth not getting any answers and what is MTN going to do to compensate that I had to drive all the way to Allandale just to pick up my already fixed phone?</p> <p> </p>