POOR SERVICE FROM MTN at all levels

On the 30 October 2021, i upgraded my device and contract. On the 17th of November, I took the device back because there was a black line appearing intermittently, while watching videos. The person at the Randpark ridge store who was wearing a manager badge (Mpho), asked me to unlock the security pattern and deactivate it. Which i did. He then began the lengthy process of boking it in for a warrantee assessment. The device was booked in and i didn't hear back for 2 weeks. I followed up with the High Value Repair Centre and they advised that the device was returned to the store on the 23rd of November because it had a security lock. I contacted the store and they said that they did not have the device. The device was lost for 2 weeks while i had to track it down myself and when i asked for the tracking report - it appeared at the store in the care of this Mpho. I walked him through deactivating the security while over whatsapp to try to minimise the delay of rebooking, but after unlocking the phone, he never booked it in. he then left the store and a new manager took over. Since i was aware that it was booked, i again didn't follow up for 2 weeks... only to check with the HVRC and to be told, there was no booking for the device. i took leave to go to the store, and was told that Mpho had left, that he was not a manager and that the phone was never handed over to be booked in. The new manager was very defensive even though i never blamed her, she came out and started the conversation blaming others and shifting responsibility away from herself. Her name is Chongo and she was helpful.

it was not 23rd December and she booked the phone in and advised that since its December and Christmas that there would be delays. Which i accepted, but i also started the process of complaints via the call centre 135. this was to complain about the delays and about the poor service from Mpho. the complaints email reply says that i will get a response within 48 hours... there was no response from there. the premium help desk was handed the complaint and i was put in contact with Martin and he said he would escalate the matter and provide feedback.

January came and i followed up with Martin but got no response. I called the HVRC who advised that the phone was fixed and back at the store. I kept missing the store close times because i work in Pretoria and finish at 4pm and by the time i get to the store, its closed. so i took time off work to get to the store, and collected the phone. It was still giving the same error. I called 135 and after hours of being on hold, i finally got to speak to Martin. He took down my complaint, gave me a story of email archiving and how he did not know that this issue was unresolved but he said he would follow up. I then added to the complaint that this is now a serious delay from MTN and that i should 1) be credited for months without the device, 2) have the device collected and delivered to the repair centre and back to me and 3) i want to have a formal complaint against MPHO for poor service delivery. He said that he would escalate those issues.

He advised that he tried after weeks of attempting to get me feedback I eventually told him that i need to speak to his manager... and apparently this is not possible. managers dont take calls from customers. I waited for him to speak to his manager and i got cut off at 7pm. I tried calling 135 back and i was met with people working from home who were unable to transfer my call back to him... some people didnt even know what the premium help desk was. The supervisor on duty could not let me speak to his supervisor and nobody could transfer me back... A telecommunications company that cant transfer my telecommunication!!! i was floored and while on the line arguing with incompetence, Martin called me back to say that through his weeks of effort, he is unable to get me any result. that i should deliver the phone back to the store and let them deliver it to the HVRC as they cannot collect the device from me. regardless of all the leave days i took so far, i was forced to be inconvenienced yet again.

During this time, i contacted the HVRC who i have only good things to say, the one star that is on this report should be allocated only to them. the assistant there (Theriso) was very helpful and communicated with me, through every step, even though he didnt have answers and didnt have the means to get my phone sorted, he was just helpful in getting me a report of what was done... which was in code that i could not understand. After 2 weeks of asking for an explanation of what was done, the repairs centre eventually told me what was fixed in plain english and i rep**** to say that its not fixed. They proceeded to then say i should check what downloads i add to the phone as it may have malware... which i doubt because i opened a music video on you tube just to test the phone and it was showing the same error and i had not downloaded any other apps.

Going back to Martin who sent me an email with his supervisors details as he could not get a response. and could not get me help... I emailed them all the e=next day which was last week friday. These managers have not in any capacity contact me in a whole week!! These managers are, in no particular order - Meshack Mlambo who refused to collect the device from me considering the delays caused by MTN. Simon Sogo and Thami Gumbi, whom i dont know who they are or what they do but they have not responde to me in a week. and Lerize Johnson who martin escalated to and has not given me an audience to help get my issue resolved.

to try to minimise delays, while i was diagnosed with COVID last week, i asked my wife to deliver the phone back to the store so it can be sent back to repairs and this time the store manager wanted my wife to take the phone to Samsung directly and to pay for repairs!!! also wanted my wife to pay for the device to be rebooked now since we are brining it back when MTN says its fixed!! and wanted my wife to bring it another day because she was going on leave and could not follow up!!! My wife booked the phone in and refused to pay so i don't know if the phone will be sent for repairs!! i sent a mail to the managers informing them that i intend to write a report on Hello Peter, and they have still not rep****... i guess i would need to escalate this even higher to get a res[onse but the people above these managers dont take calls and the complaints email address does not get back to you!!! so i feel stuck now and i hopw to get a response by posting on here.