Pathetic Service from MTN

My wife qualified for an upgrade in October and received a new iPhone SE 3rd generation.

1. After only 3 weeks the phone simply stopped working. I returned it to MTN in Sanlam Head Office in Strand road on 21 October where someone helped me.

2. Monday 24 October I received a sms that device was booked for collection from Sanlam ref nr ***.

3. Wednesday 2 November I received a sms that the device was repaired and dispatched back to Sanlam, ref nr ***.

4. Upon my return to MTN in Sanlam Head Office they confirmed that there were no device and when calling the repair centre no one knew about the phone. Long story short the device was shipped to a wrong DC, an never the repair centre, so now it had to be shipped BACK to Sanlam, and then AGAIN to the repair centre. Unacceptable.

5. Wed 17 Nov another sms ref nr *** that device has been booked for collection.

6. 22 Nov I received the email attached that I must switch off my Find My Phone which was done. In this email the repair centre confirmed that it wasn’t done and that they will send the device BACK to Sanlam AFGAIN. Ridiuculous.

7. Out of the blue on Monday 28 Nov another sms confirming the device has been repaired, but I never even went to Sanlam to get the phone??? Ref nr ***

8. Tuesday 29 Nov another sms Device was booked for collection. Collection from where? ***

The MTN store confirmed on 30/11 that they called the centre and the device is there and has been assigned a job card nr and ‘should work on it before the week ends’. 1 month later.

I am very upset with the service I received from MTN, its pathetic really.

I want a new phone back ASAP because the one that my wife had was faulty.

Finally, I lodged a complaint on 01/12 with Reference number: ef75c243-c***-889e-e3f717a0f23b but still have received no feedback.

Can you please sort this out as a matter of urgence.