POOR CUSTOMER ETIQUETTE AND SERVICE FROM MTN

I would like to share my most recent experience with MTN Cresta regarding repairs of the attached device,

The phone stopped working and I took it in on 27th April to MTN at Cresta to have it booked in as it was still under warranty – the phone refused to come on or charge at all, It was then communicated to me on the 9th of May that it was ready for collection, I then went to the store on the afternoon of the 9th and was assisted by who advised that the lady that deals with refunds is not there and I would have to come back to fetch the phone, Apparently, the person dealing with repairs leaves before 5 p.m. which I find absolutely Bizarre as the shop only closes at 6p.m.

Furthermore, I am travelling all the way from Bedfordview, the consultant ,then advised me if I want to fetch my phone, I will make the time to come and collect it before 5 p.m. when the consultant assisting with dispatching of repairs is in the shop. Imagine, I don’t think you can just leave your job whatever time and do personal things, I was taken aback as I am a paying customer and this is what I was bluntly advised,

I went back on the 10th and the same thing again I was turned away as the repairs consultant had already left, why is there only one person to assist with repairs and they couldn’t find the phone because she was not there, I spoke to a second consultant that same day and she helped me, when I went in on the 11th of May she had returned my phone with no issues.

It stopped working on the 12th – the very next day it just switched off and refused to come on. I went back to MTN Cresta on Monday 15th May and a consultant had helped me to rebook the device for repairs,

The same issue again it is not turning on or charging (I assume it is a battery issue and the first time it was taken in the phone was just reset but the battery was not replaced).

I went in yesterday as I received a call stating that my phone has been sent to MTN Cresta (shop L44) and spoke to a consultant, she told me to have a seat while she goes and check, 15 minutes she said they didn’t call me it may have been the people from head office who repaired the device, and the phone is not in the store, I then rep**** I will be going to the complaints dept. as this is becoming ridiculous her response was and I quote “You can go and complain to our complaints dept.” in the presence of the junior/stand in manager.

I am appalled by the service I have been receiving considering I have been with MTN since 2016 (8 years) and to have been spoken too so rudely is absolutely pathetic, I am a paying client and I think I deserved better treatment, considering the phone broke again the day after it was returned, I have not taken this lightly and I will be posting my review on the service publicly, I would also like to confirm I will be taking away my business at the term end of all the contracts as this is not the 1st time I have pushed from pillar to post and had to go to the complaints dept, the previous time I was being debited for a contract that was terminated and only once I complained did they then process my refund.

My premiums total almost R3000 every single month and this is pathetic, I mean to be spoken to in that manner and then on top of it all the phone had to go back in to repair the same issue it went in for, how ridiculous!! To now I have driven there more times than I should have, and I am travelling from Bedfordview as previously mentioned, petrol is not being compensated and to go to the same place everyday with no solution is actually really frustrating, I have not had worse service from any network provide, It is so pathetic. I am really really upset.

I will be moving all my business once they have reached full term, as I am very displeased and unhappy with the service as well as how the consultants speak to the customers that are paying for the service.