POOR SERVICE & LIES

Very disappointed with MTN Blue Route Mall after been a loyal customer for 6 years.

I went into the MTN store in Blue Route Mall on Sunday 10 May 2020 to upgrade my phone as a gift for son. Everything went well and I was advised I would receive the phone no later than Friday 15/05/2020 as the phone had to be sent from Westgate Mall due to no stock at there branch, i was satisfied and understood the stock was low and needed to wait. Friday came and I received no call I then contacted the store and was assisted by Vuneka who got the consultant who assisted me with the upgrade to contact me. Cherise advised that the phone had left Westgate Mall however the courier did not deliver the phone to the store yet and should be there by Saturday the 16/05/2020. I then asked what the courier process was and she confirmed the process. I tried calling on Saturday 16/05/2020 to no avail and received a sms advising she never heard her phone sorry for only getting back to me now. " She never got back to me cause there was feedback in the sms" .The Monday 18/05/2020, I called and got through to Vuneka again who was more than understanding and willing to assist even though this was not her duty to keep me up to date with my order. She then confirmed later the afternoon they waiting for feedback from the couriers as the couriers was at the store but did not drop my device off. Today is the 19/05/2020 and received a call this morning after 10am advising that the phone is with the couriers and they are finding out where it is as they are arranging for the phone to be delivered to my home address and I shouldn't worry everything will be sorted. I decided to go into my sms which i never usually read as who sends feedback via sms without attempting to contact a customer first via telephone or email in this day and age. I then see a sms was received on Sunday 17/05/2020 at 10.39am advising the IPhone 11 still has not arrived and she honestly does not know what the hold up is and she knows this its not what i want to hear. She then advised she has stock of IPhone 11 Pro or IPhone XR and thats the end of the message so basically i cant get what you wanted or what was promised so this is what we have you decide, that is how i interpreted the communication and no follow up.(Very unprofessional feedback corresponds from a company) I then sent a message to her today advising that I received a cal from her colleague who has confirmed the phone will be delivered to my home address. I then receive a response from Cheris advising that is correct only if I give her the go ahead ???? I gave the go ahead when i spoke to the consultant earlier so was i supposed to guess that she was waiting for me to call her and give her the go ahead??? She then says that she was told this morning the manager of Westgate Mall only processed the collection of the device today 18/05/2020 and she was was **** to. This is a corporate company with major competitors and they are lying to each other, seems like their is a lack of honesty and trustworthiness among the staff so how can i believe what they are saying is valid and the truth. If she cant trust her colleagues how and i as the customer supposed to trust the? She then confirms yesterday she asked her manager for assistance with the escalation of the device as it taking almost 2 weeks, however according to her manager the device should arrive at Blue Route Mall MTN on Thursday 21st May or Friday 22nd May 2020 for the latest. What a joke !!!! I thought i was going to a reputable company where i would not be given the run around and be kept up tp date with honest feedback instead this is all a bunch of lies and back and forth of covering up for someone that did not do their job properly on their side.

I then contacted Vuneka after i received this "SMS" advising i am not happy with this feedback. She advised she will follow up and get back to me...

How pathetic has MTN staff become that they lie to their customers and dont have the courage to contact the customers with follow up feedback and instead just send a SMS and assume I received it and know what is going on.

I am considering moving back to my previous network and will definitely not be upgrading my other contract which is due for a upgrade in months...

Disappointing