Poor after sales service
<p>I upgraded 7 months ago to an LG G5 after my L3 gave me endless problems. I was promised that the G5 is of excellent quality and I will not regret it. </p> <p>Unfortunately, this was all a lie as my phone switched off while charging and since then have not switched on again. I have taken it to MTN to get it sorted, but was met with the default reply you get from any service provider in South Africa it seems, that my phone has liquid damage. My phone has been in a cover since day 1 and has not been anywhere near water. This is shocking from MTN to just bat me with that sorry excuse and not following up on the poor quality of the device. I have friends with endless issues with the G4 as well. This is a manufacturing fault and should be treated as such. My experience with this so far has been awful, and I don't know if I want to stick with MTN after my contract expires. You have no empathy for your member, and do not try to resolve issues at all. You just want your money every month and other than that you ignore us.</p>
Thank you for bringing this to our attention. We appreciate that you have made us aware of the issues that you were faced with regarding the handset.
HVRC (Repair centre) is guided by the Manufacturer’s repair and assessment guidelines, in accordance with their standards and mandate. The handset was declared BER (Beyond Economical Repairs) due to liquid damage on the PCB and repairs cannot be attempted.
The handset does not necessarily have to be splashed, soaked or immersed in liquid to be deemed liquid damaged. Excessive humidity and slight moisture can just be as damaging to the circuit tracks on the board. When a device has liquid spotted, at times with a use of a microscope: The micro tracks, plug in points and circuitry that are affected by liquid, are already weakened by the corrosive activity, leading to short circuits and applications ultimately failing to function and the device will show signs of progressive deterioration.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***
Thank you for bringing this to our attention. We appreciate that you have made us aware of the issues that you were faced with regarding the handset.
HVRC (Repair centre) is guided by the Manufacturer’s repair and assessment guidelines, in accordance with their standards and mandate. The handset was declared BER (Beyond Economical Repairs) due to liquid damage on the PCB and repairs cannot be attempted.
The handset does not necessarily have to be splashed, soaked or immersed in liquid to be deemed liquid damaged. Excessive humidity and slight moisture can just be as damaging to the circuit tracks on the board. When a device has liquid spotted, at times with a use of a microscope: The micro tracks, plug in points and circuitry that are affected by liquid, are already weakened by the corrosive activity, leading to short circuits and applications ultimately failing to function and the device will show signs of progressive deterioration.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***