Quick to sell, NO after sales service

Item: MTN South Africa
Rating: 1

Was contacted by Nicolette Naidu (MTN's Outbound Call Centre Agent) to upgrade. The upgrade went smooth, received new phone etc. However, the handset was faulty and I returned it on 20 June at Cape Gate MTN (booked in by the very efficient Deidre Alexander). I sent emails to Nicolette Naidu to confirm reception of returned handset: 23 June: No reply. 26 June: No reply. 27 June: finally a reply, but not what I expected: "Good Afternoon, Kindly note that the warehouse is under construction. Will give you an update soon." I asked a question - no reply. I sent another email, but mentioned that I might want to upgrade my wife's contract. Bang! Within an hour I got a phone call from Nicolette. Now she was interested... I said I first want to get my replacement handset, then we can talk. TWO WEEKS later: 11 July: "Any idea when my replacement handset will be couriered?" - no reply. 14 July: "I’m still awaiting your reply…" - no reply (sigh) I decided email is a waste of time. I phoned Cape Gate MTN and asked for assistance. Warren (after a few prompts) let me know that MTN call centre assured him my phone is now on its way - nothing... A week later I phone the call centre again. It was clear from the agent's reply that no phone was booked out in my name. However, he appeared efficient, asked whether a black one is ok, reminded me to have a copy of my ID ready when it is delivered etc. Result? NOTHING. I then got hold of Tracy at the call centre who gave me a reference number ( ********** 09). She said my experience is unacceptable (thank you Tracy) and that she'll send an email to Nicolette's supervisor, Louise Green. If Louise does not contact me before 16:00, I should phone her. However, whenever I phone and ask to speak to Louise, I'm asked for my name and ID, and I then end up with Nicolette again (who finally started apologising m spinning a number of stories of why there has been such a long delay). 26 July: Nicolette tells me she'll book out a handset (Sony Xperia XZ) and will definitely confirm later in the day. When she DID NOT phone, I called. Now all of a sudden the 2 phones might be booked out to someone else, but she'll phone me the next day... 27 July: Nicolette asks if a blue phone is ok. Yes, ANY colour will do by now. Just send me my phone!!! She assures me she'll confirm before 16:00. I'm still waiting... 28 July: I phone and ask to speak to Louise Green again. She's in a meeting and will phone me at about 9:00. I explain that if I don't hear from her, I'm finally after more than 5 week, is going to take this further. It is now 10:30 and Louise, like Nicolette, is obviously not bothered... I've had enough.

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