Poor customer service and poor device quality

Purchased a Month-to-Month Diamond contract form MTN 3 months ago. The contract includes 200Gig data per month at a monthly cost of R399.00. The MTN pocket router comes at an additional R399 once off cost. it took about 2 hours to finalize the transaction.

Due to MTN system issues, it took about 2 weeks to conclude and sign the contract. 3 months later, the router fails and stop working. Since the router was still under warranty, I took it back to the store from which purchased it (MTN Norkem Corner) in Kempton Park. This is also the store where the original contract was signed. Staff at the store informed me that it can not be exchanged, but must be sent for repairs. That process will take bout 3 weeks. I explained that I would be leaving the province in a week and need the router to facilitate the data contract. Also, since the router was still under warrantee, I expected it to be exchanged at the store immediately. The staff member explained that this was against MTN process and policy. A policy which ignores the client rights and needs and is not client focused. The staff member referred me to the Hisense service center based in Bedfordview and informed me that it would result in me having the issue been dealt with the same day I arrived at the center and, if the router could not be repaired, I would received a replacement from the service center. The following transpired:

1. The address provided by the MTN store staff member was incorrect. I had to find the correct address in Bedfordview 2. The call center based in Bedfordview referred by to Zandre Human for Hisense Service. Zandre referred by to the correct address of the service center in Benoni. The service center inspected the router and found the software to be faulty. Unfortunately the service center could not replace the router since they were out of stock. They did however provide a report on their findings in order to facilitate the exchange at the MTN store. The store still refused to exchange the router. In light of the above, I decided to cancel the contract with MTN. The store kept the faulty router and did not reimburse me for it. It seems I wil loose the R399 paid for the router as well.

What a disappointment it isto deal with MTN.