Poor customer service at MTN

Extract from email:

"On the 28th August 2018 my Huawei cell phone was handed in at the Westgate MTN (Roodepoort) as it was faulty. I was told that the phone would be sent to the repair centre and that I would receive a quote within 2 to 3 weeks.

On the 18th September I phoned ********** 349 to find out what the quote was as I had not received a SMS with the quote yet. I was told that they have not received the quote yet and that I should phone again on the 21st. When I phoned on the 21st they told me that they had not received a quote yet and that I should phone again the next week. I went to the MTN store on the 22nd and was told by Moffat that they had not received the quote yet but that they had a backlog at the repair centre. He also mentioned that they do follow up 2 - 3 times a week. I phoned the next week and I was told the same story. I phoned again on the 1st October and asked for the number of the Huawei repair centre.

I phoned ********** 800 (on the 1st) and I was told that the quote was already sent to Carol Khumalo at the MTN repair centre on the 17th of September. If this was followed up as they mentioned this should have been known by the branch. I phoned Bruce Moerane and told him that I was not going to take up the quote and that I wanted my phone to be returned to MTN for me to pick up. Bruce sent an email to Huawei on the 2nd and as I had not heard from them I sent an email on the 4th and said that I am not taking up the quote. On the 7th I went to the store but my phone was still not returned. On Monday 8th Bruce phoned me to say that they are trying to find out what happened to the phone and when it would be returned.

I have a problem with the following:

1. I had to phone all the time to find out what was going on and every time could hear that nothing was followed up from the MTN side. I had to make the calls, but was told that I would get feedback, which I never got from anybody.

2. Today it has been exactly 7 weeks since I have handed in my phone at MTN and although I am paying my bill every month had no use of my phone. This week will be two months that I have been without a phone.

After all the years that I have been a loyal customer to MTN I am very unhappy with the treatment that I have received. This is unacceptable. I need a phone today or I will take this further if this treatment carries on. I have never dealt with this type of incompetency."

I am still waiting for them to reply.