POOR SERVICE FROM MTN - REPAIRS/WARRANTY

I am truly disappointing in the customer service of MTN.

I purchased a cell phone in August, and it has been giving us a few issues regarding moisture. We handed the phone in on the 28th of December 2019, the consultant was Fazila Mustapa. We were just told that because the phone is still within Warranty, they advise if they will replace the unit.

Up until today, MTN has not called to inform us anything, no feedback what so ever, not even the store consultant , no initiative was taken to make contact or give feedback with progress. How are you keeping your customers informed?? Why is It the responsibility of the customer to be keep following up continuously, that is not fair! A business I would think it is your duty to keep the customer informed.

I called the repair centre / call centre on the 7/01/2020- I spoke to Clifford at 8.50 am, he informed me first the phone was with Samsung and they do not have anything with them. Then upon me advising me him that I am the client, he did another check on his system and found out that the phone was delivered to their office today. When I enquired what happened from the space of time between the 28th of December and 7 of January, he advised me to enquiry with the store. Then I was told to call back on Friday 10/01/2020 for feedback.

I called the call centre back on the 15/01/2020, I spoke to lady on the phone whom I was not impressed with it. (I did not get her name) I called at 8.39 – at 15/01/2020 – she had advised me that apparently the turn around time is 7-21 days, which I was not aware of. She was not helpful at all, and displayed an attitude. As a customer I expect the consultant to take interest in what I am telling them and to try and expedite and be of more assistance, all I keep getting told is that I must call back. As a call centre, you need to meet the needs and expectations of your customer, not have a care a damn attitude !!!

I called today 16/01/2020 at 2.23pm Spoke to Mahle, and was advised that since the 3rd of January when the phone was collected there is no update on the system. The unit has not been allocated to a technician. There is no update as to where the phone is – whether it was sent to Samsung or referred to SSS. Mahla also advised me my query was never escalated, which is really appalling as this was my 3rd or 4th follow up with them and advised that she will escalate. And now I asked to call again tomorrow.

MTN needs to work on keeping their customers informed, whether it’s the call centre or store, itself – no use in passing the blame within MTN.

Please can I get urgently feedback and assistance with having proper feedback given to me with regards to my phone.

I am really disappointed with the service MTN provides to their customers.