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RS
Roxane S

1 reviews | Active since Nov 2017

06 Nov 2017, 09:21

Poor Service

My upgrade was done in June telephonically , the consultant assured me that there would not be any hiccups. The courier did not deliver as promised, no update before delivery. Then MTN canceled their courier service and there was a further delay.

When I called the customer service to find out about my deliver I was told that cancelled it.

NO one at MTN can help me…

My upgrade was reversed. I don't have a phone currently or the upgraded unit I requested.

I’ve been extremely patient about all of this. The call center don't understand because it seems that there's not uniform system were one consultant has access to information , instead you have to call many different departments and then still not get help.

The courier company is a 3rd party and their not understanding.

The consultant Gloria at Upgrades put the phone down on me because apparently she cannot help because I don't want to upgrade over the phone , not understanding that I have had a problem with upgrading over the phone initially.

0
Replies (2)
MTN South Africa
MTN South Africa's reply07 Nov 2017, 12:18
Official

Good Day Roxane,

Thank you for your post.

We apologize for the inconvenience that you have experienced with our deliveries. We completely understand the frustration it has caused.

We have introduced new systems with a view to improve services- these have led to our customers having to wait for their consignments much longer than what the process permits. We have reverted back to the old system to correct this error to restore services due to our customers. This may however take a bit of time to resolve.

We apologise immensely for this incident and the service you have received from us thus far. Do note that we are actively trying to resolve this matter and your patience is highly appreciated while we correct this shortcoming.

We have noted that your upgrade was reversed and that you are eligible to upgrade again. For your convenience please visit one of your closest MTN stores and apply for an upgrade with them.

We have credited your MTN account with a 3 months subscription, this is to show you that we value you as our loyal customer of MTN. Have a BRIGHT day!

Credit reference number: ***

Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst

Best regards,

RS
Roxane S's update07 Nov 2017, 13:03
Reviewer Update
Good day Kabelo I do appreciate your reply. Thank you for the 3 month subscription in advance. 6 months is a long time to be patient. Being in the service industry , I think I would have been less irate if there were more transparency. I went to get my upgrade done yesterday and was told that it still could not be processed because the person/department that "fixed" my profile did not do it correctly and that I had to wait another day. This after talking time out of work and driving from Germiston to Springs because no other store has stock. I don't complain about anything ever but this is insane. only so many things can go wrong, this has been a 3rd party courier problem , a call center problem an admin problem , a stock problem. Using Hello Peter was an absolute last resort , because no one would help me. All I wanted yesterday was for the call center to tell me if my account was fixed so that I could avoid having to go through such. Instead I was told how to use a email by the call center agent and then have the phone dropped on me and been told that I could not be helped. As with any company , your internal issues should not effect the client but that's all I've been hearing. I hope I've made sense and that you can see that I haven't gone through all this trouble just because I wanted to complain. Kind regards Roxane Seetal