Poor Service Delivery: MTN Insurance - Third Party Vendor - J-Cell

Despite my complaints, escalations and many follow up calls to MTN, MTN Insurance and J-Cell Bar, my issue has not been resolved. My last resort to getting this matter escalated and a response from MTN is Hello Peter.

Upon receiving my new iPhone 6s through MTN, I found that the brand-new phone would not turn on nor charge. I contacted MTN to report this and they arranged through MTN insurance using a third-party vendor, J-Cell Bar to collect and arrange for the repair. The turnaround time for J-Cell Bar to collect the phone took 2 weeks.

Upon receiving the device, there were no updates from J-Cell. Follows up were done with J-Cell numerous times and I only received a response after escalating to MTN insurance on the 19 Jan 2018. The repairs took over a month with updates or response to follow up emails. On the 15 February 2018, after my escalation to MTN Insurance, J-Cell Bar arranged delivery of a supposedly new replacement phone which was not the colour I purchased. They advise that they only had stock of a rose gold and that is what they would deliver, even if my purchase choice was a space grey. Nonetheless the "new" phone was delivered on the 15 February 2018 and when switched I found it was a used customer's phone. See attached.

I sent an email to J-Cell Bar advising of the above and I am still to receive a response. J-Cell Bar will not take responsibility and the service has a whole has been unacceptable and disappointing to say the least. I have been in contact with the J-Cell Bar account manager, Zantelle Lottering who has advised that there is nothing she can do further even after speaking with their CEO. I have contacted MTN Customer Service to escalate this matter on the 14 February 2018 and await their response to my case: # ********** 4.

There has been no contact from J-Cell Bar on further action. They have simply stopped responding to emails, calls and escalations and refuse to take any sort of responsibility.

MTN should really reconsider their partnership with J-Cell Bar as this experience impacts negatively on MTN and MTN Insurance. I currently sit with a phone that is not usable nor is it the colour I purchased.