paynfull poor service
<p> I upgraded in 06 February 2016 from my Samsung S4 to the Sony Ericson Z5, soon after I received the handset the microphone gave in and i took the handset in to the MTN branch in East London at the Vincent Park Centre, it was sent away on the 17th of April 2016. I was told to bring in the handset with the box and all the accessories, which i did. . The consultant that assisted me at MTN inspected the phone and made a entry on the paperwork that the phone was still in excellent condition (new). About three weeks later it came back unrepaired, apparently there was excessive user damaged on the corners of the handset from been taken out the pouch. I inspected the phone and saw various scratches on the phone. Now how does a phone go from excellent condition when taken in by MTN to having damage when returned. A word of advice to all of you will be to take photos of your phone before sending it in for repairs with MTN. They booked the handset in AGAIN and AGAIN IT CAME BACK UNREPAIRED. Apparently they needed my e-mail address and password ,......which i am sure none of you will give to strangers as well......., and when the handset came back the second time the screen guard was removed for what reason only they will know , I found out afterwards that they are SUPPOSE to call the client before removing anything which they did not do . I told them to reset the handset back to the factory settings which the gentleman assured me he will do and send the handset back in for repairs . I received a call from Wayne a technician ( ********** 598) and was asked for the e-mail address and password which I sms back to him. After two weeks i called MTN to get an update on the handset and they couldn't find it. They told me to send them the IMEI number so they can track it . I gave them the IMEI number and was told that they will get back to me which they never did. I had to call them back to see if they had found the handset . They eventually found the handset to my surprise they never reset it and it was still at the Vincent Park branch, the condition of the phone was worse than before. Again i was promised by the regional manager that it will be reset and send in the following day. I asked them how long it will take for the handset to come back and the lady told me it will take three weeks , I eventually phoned them yet again to get an update on my handset and the manager I spoke to assured me that she will get back to me that same day ,which she never did. I phoned them yet again a week after the manager told me she would get back to me . I received a call from the repair centre on the 2nd of August 2016 and was asked for my e-mail address and password by the technician , so to my surprise they **** to me once again and never reset the phone , the technician asked me if he can reset it and i told him that was what i told the people at the Vincent branch to do, he told me that he would do it . When i phoned them today , which is the 11th of August 2016 , i was told yet again that the phone was sent back unrepaired because they need my e-mail and password . So it is now exactly four months since my first query. Four months that i am paying for a phone that i can't use, losing all my data every month . I eventually spoke to the another manager to complain, a Mrs C. Botha on the 10th of August and i was told that she would call me back at two o' clock that same afternoon . Yet again no one called me back . I phoned her back later in the afternoon and was told that she was still waiting for all the documentation on my handset . I was then told that she will call me back the next day at 9 am , which would be today the 11th of August . Again no one called me i called them YET AGAIN and was told that the handset was sent back by the technicians ...........and yes you guessed right "YET AGAIN UNREPAIRED" i was yet again told that they couldn't reset the handset back to the factory settings without the e-mail address and password and even if they could reset it back to the factory settings they will still need the password and the e-mail address. It seems to me that they are not equipped to repair a simple thing such as a microphone on a hand set. For a international GIANT cell phone company there is no communication between the people that work for MTN. THAT THE CUSTOMER MUST CALL THEM ALL THE TIME AND THEN BEING PROMISSED TO BE CALLED BACK BUT NEVER DOES . .....four months off empty promises, that's FOUR MONTHS. I personally wouldn't recommend ANYONE to JOIN MTN. Is there anybody that can assist in fixing my phone so i can actually get some use from it as at present i am paying MTN and have nothing to show for it. I find the conduct of the MTN employees highly unprofessional and now want this resolved. Either fix my phone or then terminate my contract as MTN does not comply from their side and you should not have to pay for something you have no use from. Anybody that can assist me please contact me on my email address ********** <p> </p>
MTN poor service saga continues into the fifth month
On Wednesday 24th August 2016 I received a phone call from MTN Vincent informing me that I can collect my phone. On arrival they presented the phone to me which was wrapped in bubble wrap. They informed me that they are replacing the old phone due to faulty speaker. I asked the sales consultant if it was a new phone to which she replaced yes. I told her I want it in writing that it is a new phone as it did not come in a box. I was told that the manager was not there at present but will be back in the office the next day. I returned the next day to collect my new phone and letter to confirm that it is indeed a new phone. I was informed that it was a refurbished handset.
I refused to take the phone as I am currently on a contract for a new phone, which was taken out on the 6th of February 2016 and the phone was send in for repairs from the 19th of April 2016. The following day I was contacted by the Regional Manager who attempted to convince me to take the refurbished handset to use and if it gives me any trouble it would be booked in YET again, this I refused as I feel I am entitled to a new handset and from the service provided already with regards to the handset I had already taken in, it would be a fruitless exercise. I have not had access to the handset or any use from it since April. MTN’s service leaves alot to be desired. If this matter is not resolved within a week I want the contract terminated and re-imbursed for my payments thus far.
Failing which you will leave me no choice but to take the matter further, which would include going to the media and the Ombudsman and ICASA. I am tired of MTN’s appalling bad customer service as they first accused me of damaging the handset and much later admitted that the speaker of the handset was faulty (after four months they came to this conclusion). It is amazing that MTN is still in business as I am sure I am not the first and won’t be the last to complain. The only way I see forward is for MTN to supply me with a new handset which is still sealed in a box which I myself will open in their presence.
MTN poor service saga continues into the fifth month
On Wednesday 24th August 2016 I received a phone call from MTN Vincent informing me that I can collect my phone. On arrival they presented the phone to me which was wrapped in bubble wrap. They informed me that they are replacing the old phone due to faulty speaker. I asked the sales consultant if it was a new phone to which she replaced yes. I told her I want it in writing that it is a new phone as it did not come in a box. I was told that the manager was not there at present but will be back in the office the next day. I returned the next day to collect my new phone and letter to confirm that it is indeed a new phone. I was informed that it was a refurbished handset.
I refused to take the phone as I am currently on a contract for a new phone, which was taken out on the 6th of February 2016 and the phone was send in for repairs from the 19th of April 2016. The following day I was contacted by the Regional Manager who attempted to convince me to take the refurbished handset to use and if it gives me any trouble it would be booked in YET again, this I refused as I feel I am entitled to a new handset and from the service provided already with regards to the handset I had already taken in, it would be a fruitless exercise. I have not had access to the handset or any use from it since April. MTN’s service leaves alot to be desired. If this matter is not resolved within a week I want the contract terminated and re-imbursed for my payments thus far.
Failing which you will leave me no choice but to take the matter further, which would include going to the media and the Ombudsman and ICASA. I am tired of MTN’s appalling bad customer service as they first accused me of damaging the handset and much later admitted that the speaker of the handset was faulty (after four months they came to this conclusion). It is amazing that MTN is still in business as I am sure I am not the first and won’t be the last to complain. The only way I see forward is for MTN to supply me with a new handset which is still sealed in a box which I myself will open in their presence.