BS
Benita S
1 reviews | Active since Jul 2016
25 Jul 2016, 09:42
Perthatic service
<p>I upgraded my phone about 2 weeks ago and received an email advising that should i have any queries to contact the sales agent directly. I have sent a mail over a week ago and followed up with no response. </p> <p>I tried calling and keep getting told she will call me back but never does. </p> <p>I am really disappointed at their customer service and even more irritated at the fact that i am not having my issues below sorted out as i could have had the phone changed in the 7 day window which has now passed.</p> <p> </p> <p>Good day Neolene.</p> <p>Trust i find you well. We have an issue with the upgrade on my line, *********x, whom can i speak to regarding it.</p> <p>When we upgraded and compared contracts or more specifically phones, i chose the A7 over the S7 based on its specifications, i found it to be better value for money. I was however disappointed with the phone and took it into an mtn store yesterday to find out why certain features are not working, only to be told that i was given a 2015 model and not a 2016 model and those features are a 2016 model. I find this disappointing to say the least as when taking out the cobtract this was not disclosed.</p> <p>Now i have issues with it freezing, dropping reception and now and than my camara goes blank and i have to restart my phone. When i video record the flash doesnt go on. </p> <p>Furthermore i was credited with odd amounts on my data, minutes and sms's. I need to know what contract mtn has loaded me on. I was to receive <br />100 minutes, 200sms's and 500megs for R349.<br />I received an sms saying i received 300 minutes; 200sms's and 2.49gigs so i am assuming my contract is not on the R349 package.</p> <p> </p>
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Benita S's updateReviewer Update
25 Jul 2016, 10:36I finally speak to the consultant concerned and the below is the response i received.
We do not disclose what model you are receiving on the A7. You accepted the A7 telephonically. I respond saying yes but when i did a phone compare i compared the 2016 model on the website and that is what the decision was made on. Her response, yes we have the 2016 model on the website but we never ever received stock of it. Firstly thats false advertising and secondly as the consumer i feel it is my right to be given all the information so the fact that mtn does not disclose it is a 2015 model is unacceptable.
Ok so you don't have the 2016 model, what can be done now, as i am not happy with the phone at all. The consultant responds that its not in the 10 day period. So i said to her i received the phone on the 8 July 2016. On the 17 July i called and was told the department is closed on a sunday. I called numerous times on the 18 and was told she will call me back which never happened. So on the 19th i sent her a direct email. I was within the 10 day period, the consultant replies well its not my fault i never receieved your messages?
So let me understand this, it doesnt matter that the customer tried to get hold of you in the 10days to no avail, its not your fault so now i should suffer with the device for 2 yrs. That is really not acceptable service.
This needs to be escaled and sorted out or i will lodge a formal complaint, the nca has clear guidelines about disclosure.
BS
Benita S's update25 Jul 2016, 10:36
Reviewer Update
I finally speak to the consultant concerned and the below is the response i received.
We do not disclose what model you are receiving on the A7. You accepted the A7 telephonically. I respond saying yes but when i did a phone compare i compared the 2016 model on the website and that is what the decision was made on. Her response, yes we have the 2016 model on the website but we never ever received stock of it. Firstly thats false advertising and secondly as the consumer i feel it is my right to be given all the information so the fact that mtn does not disclose it is a 2015 model is unacceptable.
Ok so you don't have the 2016 model, what can be done now, as i am not happy with the phone at all. The consultant responds that its not in the 10 day period. So i said to her i received the phone on the 8 July 2016. On the 17 July i called and was told the department is closed on a sunday. I called numerous times on the 18 and was told she will call me back which never happened. So on the 19th i sent her a direct email. I was within the 10 day period, the consultant replies well its not my fault i never receieved your messages?
So let me understand this, it doesnt matter that the customer tried to get hold of you in the 10days to no avail, its not your fault so now i should suffer with the device for 2 yrs. That is really not acceptable service.
This needs to be escaled and sorted out or i will lodge a formal complaint, the nca has clear guidelines about disclosure.
MTN South Africa's replyOfficial
25 Jul 2016, 15:35Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter has been escalated to the relevant supervisory team for further assistance.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ: **********
Best regards,
MTN South Africa's reply25 Jul 2016, 15:35
Official
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter has been escalated to the relevant supervisory team for further assistance.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ: **********
Best regards,
BS
Benita S's updateReviewer Update
16 Aug 2016, 08:32This service is pathetic. 3 weeks since you supposedly escalated, and i have not heard from mtn
BS
Benita S's update16 Aug 2016, 08:32
Reviewer Update
This service is pathetic. 3 weeks since you supposedly escalated, and i have not heard from mtn