Poor Customer Service
To whom it may concern,
I returned my iPhone to the Northgate MTN as it was giving me issues and was still under the warranty period. I was assisted by R..... when I took out the contract and returned the phone giving the issues. R..... advised me that the phone would be sent for repairs for a period of 6 weeks as it had to be assessed and then replaced, fixed or sent back depending on the outcome of the assessment. I was happy that this would happen given the issue with the phone.
Submitting the phone took more than 30 minutes and I got no confirmation that I had submitted the phone. In hindsight, I should have requested a document to reflect that I had given it in on 14 December 2019. When I called to follow up, I was placed under the impression that the phone was never submitted and was only sent in for assessment the Monday (14 January 2020) before I called to follow up (16 January 2020). It is now almost 8 weeks since I originally submitted it.
I have had no feedback, indication of the process (I was previously at Vodacom and you are constantly kept up to date with the entire process) until today. I am paying for a contract but I have no access to the phone that I am paying for. If it was just for the initial indicated period that would have been manageable.
They have just called me to let me know the warranty assessment could not have been done as 'Find my iPhone is active' - I definitely factory-reset the phone before submitting it AND the person arranging for the warranty assessment should've checked that everything is in order before I left the shop when submitting the phone. And now the phone is back at MTN Northgate, probably going to take another 8 weeks to hear anything, never-mind getting my phone back (hoping that the problem will be fixed). That's a total of almost 4 months without the phone I am paying for every month? It's not my fault I have been given a faulty phone, to begin with!
I am deeply unsatisfied with the service I have received and do not know when/how I will get an update for my phone.
Kind regards,
A very unhappy customer Dominique van der Walt ***