Poor Customer Service

I engaged with Nontuthuko Khubela at the MTN store at Melrose Arch Shopping Centre to upgrade number “***” on the “Made for Business M” package. Unfortunately, the customer journey experienced with Nontuthuko, was by far the worst, from all the years I’ve being a MTN customer, and I’m sure you are able to see the number of years I’ve being a MTN customer, if that means anything with your customer journey.

• On, 2023/03/17, I asked Nontuthuko about the monthly premium of a Samsung Galaxy S22 pink in colour and Samsung Galaxy Watch 5 BT 40mm pink in colour, on the, Made for Business M, package. Nontuthuko, then confirmed the price via email and I asked if she had stock and if she had the correct colours of the devices I requested initially, for the phone and watch. Nontuthuko, then confirmed having the correct colours of the devices I requested initially and having the stock in the store, of the phone and watch on 2023/03/17 @ 11h07. • At, 11h35, 28 minutes after Nontuthuko confirmed my initial requests, I provided the required information and documentation for her to proceed with the application of the upgrade. • On, 2023/03/18, I drove 50km just to fetch the phone and watch from the MTN store at Melrose Arch Shopping Centre, only to be told by Nontuthuko, that she doesn’t have the correct colour of the watch, which she confirmed via email the previous day, before I confirmed that she could proceed with the application for the upgrade. • While, I was in the store, I told her to cancel the application and I’ll go to another store that has the correct colour or I’d rather port my number to Vodacom, because she confirmed my requirements before I asked to proceed with the application. But it seemed, all she wanted to do was sell units/process applications, no matter if the customer was happy or not, as long as she meets her sale targets. • She then checked the stock at other branches, then she confirmed that at the 14th Avenue store there is the correct colour I’m looking for, and she will collect the watch and I can then come back to the store to collect. We then also made alternate arrangements, seeing has she lived in Naturena (Johannesburg South), we could meet at the Total Garage on Columbine Avenue in Mondeor, so I don’t have to make another 50km trip to collect the watch. No feedback received from Nontuthuko later that day or the next day on 2023/03/19. So, I guess all she wanted to do was sell units/process applications, no matter if the customer was happy or not, as long as she meets her sale targets. • On, 2023/03/20, I received a call from Nontuthuko, that she can’t fetch the correct colour watch from the 14th Avenue store, and she then said I should escalate to senior leadership in MTN and Hellopeter, to have my requests resolved. So once again, I guess all she wanted to do was sell units/process applications, no matter if the customer was happy or not, as long as she meets her sale targets, because I could have cancelled the application and went to another store or Vodacom to meet my requirements, 3 days ago, on 2023/03/17, instead of taking the phone and waiting for the watch as we agreed. • As at today, 2023/03/21, I don’t have the watch, just received the phone and made a note on the documentation signed at the store, that I’m still awaiting the correct colour of the watch. All, Nontuthuko does is promise a customer one thing while in the store, so agreements are made to proceed with an application, once that is done, the customer just needs to accept, even if its not what was agreed on initially, which I believe is really poor customer service and dishonesty by a MTN staff member. • Are you saying that within all the MTN stores within South Africa, there isn’t a single 1 x Samsung Galaxy Watch 5 BT 40mm pink in colour? Please can I ask that you help me, with finalising this upgrade and receiving the device colour initially requested before the application was processed?