1 reviews | Active since Jun 2014
Return Replace or Refund policy
To whom it may concern,
I recently took a 24 month contract on a IPhone7 which is R850 a month. About 3 weeks into my contract my phone started making strange sounds when I got notifications as if my phone was a broken record. I thought maybe it was a software issue but I guess it wasn’t because I did 2 software updates since then. So I went to MTN to do a number change and report a fault on my phone I was then told that I would have to take it to the Istore and or book my phone in for repairs which I think is ridiculous especially since my phone was brand new. I would really appreciate someone to contact me ASAP on my issue above as I will not continue with my contract and prefer to cancel than have to stay with a defective item for the remainder of my contract because that would be 2 years. And if I do not receive any response I would take this up with the consumer protection act because I know my Rights because I previously worked in a cellular company . The Law states that within 6 months of my item purchased if it is found to be defective I am able to Return, replace or get a refund. Thanks I look forward to getting my issue solved.
Good day Jamie,
Thank you for your post.
We apologize for the delayed response, we completely understand the frustration it causes.
As the customer you are correct in reference to the imp**** warranty under section 55 and 56 of the CPA. You do have the right to return the goods to MTN without penalty if the goods fail to satisfy the requirements and standards pertaining to safe and good quality goods. However, the imp**** warranty is limited to the extent that those goods have not been altered contrary to the instructions of the supplier or have been altered after leaving the control of the supplier. MTN would need to have the devices assessed in order to confirm if the device has not been altered or damaged by the customer. We, as well as yourself, cannot draw an inference without the device being assessed by a technician.
According to the terms and conditions set out in the customer pick up document (CPD) in the event that your device has a manufacturing defect and this is communicated to MTN within 6 months – the complete unit can be returned subject to the device being assessed at the MTN Service and Repair Centre.
Therefore should you wish for your device to be fixed then you will need to take it to your MTN store so they book it in for assessment.
Should you wish to terminate your contract with us note that there will be early termination charges.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
Good day Jamie,
Thank you for your post.
We apologize for the delayed response, we completely understand the frustration it causes.
As the customer you are correct in reference to the imp**** warranty under section 55 and 56 of the CPA. You do have the right to return the goods to MTN without penalty if the goods fail to satisfy the requirements and standards pertaining to safe and good quality goods. However, the imp**** warranty is limited to the extent that those goods have not been altered contrary to the instructions of the supplier or have been altered after leaving the control of the supplier. MTN would need to have the devices assessed in order to confirm if the device has not been altered or damaged by the customer. We, as well as yourself, cannot draw an inference without the device being assessed by a technician.
According to the terms and conditions set out in the customer pick up document (CPD) in the event that your device has a manufacturing defect and this is communicated to MTN within 6 months – the complete unit can be returned subject to the device being assessed at the MTN Service and Repair Centre.
Therefore should you wish for your device to be fixed then you will need to take it to your MTN store so they book it in for assessment.
Should you wish to terminate your contract with us note that there will be early termination charges.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,