Poor customer service/turnaround time

I am writing this review on behalf of contract holder HH Steyn (query in review linked to account cell nr ********** 164)

After upgrading to an iphone 7 (128g) in March 2017 the cellphone battery was giving issues as early as July 2017. The contract holder took his phone to his local MTN store in Kollonade Mall for assistance. After the fact that it took nearly 3-4 weeks for a courier to collect the phone for repairs, it was then sent back because "find my iphone was not off". As you can imagine a lot of frustration was experienced as this in fact meant that nearly 6-8 weeks went past with no action taken due to something I believe shouldve been able to have been solved remotely and without having wasted time to send the phone back to Kollonade.

User then turned off "find my Iphone" and sent the phone back for a second time hoping to find a quick resolve for this very basic issue.

To date the issue has not yet been resolved. Apparently a "code/approval" is pending to assign a new phone to the contract holder.

Can we get urgent feedback on the status of this and expedite a resolve? A company as large as MTN surely prides itself in quick turnaround times and great customer service. Neither of which is currently being experienced.

On a side note, we would like to request a screencover with the new phone. A brand new screencover was purchased for the faulty phone only weeks before the issue was logged. Considering that the user has been without a phone since July I believe this is not an unreasonable ask. Also note that the phone is still within warranty.

Looking forward to hearing from you.