SABC1336 MTN Exquisite Shop 170 Pavilion - Frustrating to DEAL WITH

Below is the timeline for the issues I have been having with: Store: SABC1336 MTN Exquisite Shop 170 Pavilion Sales Person: WH Emanuel Reddy (ER) Store Manager: Rosanna 04Jun18 – went to the store and ER assisted me, he told me that there wasn’t any stock of the phones, so I asked this is a brand new deal why is this being advertised if you do not have stock? He asked me to bring in my documents and they will process by then they should have stock 05Jun18 – went to the store with all my documents to take out two contracts, which is now against:

* ********** for iphone 8 - for which this had to be ported; AND * ********** for Samsung Galaxy Grand Prime Pro 2018 – new number Both these contracts are with the MTN made for ME S

07Jun18 – chased on a response/ update ER advised that still waiting on the port for the 076 number. I understood the“porting” of the 076 number would take a day or 2. The follow day I had no response and chased, for which they said they are awaiting on the 076 number to be released. 08Jun18 - it was concerning that no one from the store had got back to me about the statues of both the contracts and I had to keep chasing 09Jun18 – both contracts approved I went to the store to fetch and was told the 30GIGS will come through by the weekend for both devices. ER advised that the “IPhone was a port, you will receive the data within 7 days” 11Jun18 – chased ER on the 30GIGS not received on the iphone as yet. 15Jun18 – notified ER that having issues with the Samsung device and that it is freezing. I am in Johannesburg can I hand it in at any MTN store. He advised that it would have to be handed in “completed” with the box. I Did not hand the phone in as it was an inconvenience to me as I had gone 3x to this store already just check up on my contracts 19Jun18 – uploaded on HelloPeter my issues with taking out these two contracts with this store + 30GIGS not being received as advertised by MTN 22Jun18 – chased ER on the 30GIGS not received on the iphone as yet. 26/27Jun18 – received a call from a “Nick” or “Nicholas” regional manager apologising and has escalated the matter. Eventually received the 30GIGS after asking time and again for what was advertised by MTN. Aug/Sep18 – started having speaker issues with the iphone 01Oct18 – called your call centre advised I understand that I would have to take the device in with the box to the store I took it from, but is there any way I can avoid this store as I had issues with them in the past and customer service is nonexistence in this store, they don’t even greet you. Call centre agent said that this is the case I would have to take it in. I gave in/ booked the iphone and was told I would receive it within 21 days as advised by Saue. I also mentioned that I am having issues with the Samsung and I will also give it in once the iphone is returned only 23Oct18 – by this point visited the store twice as no one was responding to my mails nor answering my calls for an update. 24Oct18 – called and chased again. Uploaded a complaint on HelloPeter. Received a call from Zenetta Portia Viljoen from your Complaints Management team taking down my details and she said that she will escalate the matter. I followed up with emails and calls. Still No response from Portia ER eventually responded in advising that “unit has been authorized for exchange, I have placed an order for the handset and will prioritize with my stock controller” 29Oct18 – frustrated and without the phone I am paying for 31Oct18 – my account was debited for the premiums and still no iphone, I uploaded another complaint Rozanna called me from the store saying she had to come out of a meeting and she would have to get the details from her consultant and get back to me. She did not call me back 01Nov18 - Dinesh Kowlasar from your Complaints Management team acknowledged my Hellopeter complaint. Rozanna called me saying they are waiting on controllers for stock on the phone. I asked cant they get it from another store. She said no. I also advised her that the Samsung is still giving problems and I don’t want to be running up and down to the store. When the iphone is ready to be fetched, I will book in the Samsung. She advised that ER will call me. ER called me and advised the same that they are waiting on the controllers. Rozanna called me back saying NOW there is no stock of the phone8 throughout South Africa. I found this very strange and inconsistent I went online to the MTN website and found that the iphone 8 is still being advertised on package details. I sent a mail to Dinesh Kowlasar asking the same? 19:45 – I received a call from 060 number asking who I am and what do I have to do with MTN and Hellopeter. I asked who is this and they advised that MTN has called them 4x today and why is their name being tarnished on Hellopeter. I said I don’t know who you are and why do you have my details. Its obviously the wrong number they dialled, just redirect the call to me. I was concerned as this person had all of my personal details 02No18 – I received a call from Dinesh Kowlasar apologising and he is looking into it. He was told by Rozanna that I did not want the phone as I asked for a specific colour. I claimed this was wrong and at no point did Rozanna and I speak about a colour as she told me there is no iphone8 throughout SA, why would I decline. It Dinesh Kowlasar advised that she has it on mail from her consultant. I asked them to send it through as this was a lie from the store and I do not want to deal with them any longer. Dinesh Kowlasar advised that he will keep me updated. Rozanna called me later that day and by a miracle they had a phone for me. I told her I would pick it up that afternoon and will book in the Samsung sametime. Later that afternoon I went to the store now for the 6th time in total since JUN18, waited one hour for my iphone to be set up and then booked in the Samsung.

I found it strange that they only took in the shell of the Samsung yet in JUN18 when I advised about the issues im having with the Samsung I was told I had to take it in “complete” I was then told it would take 6 to 8 weeks to get the Samsung phone back, now even longer???

Is this customer service that MTN trains their employees facing customers? It now means I was given TWO DEFECTED PHONES from MTN? ********** cannot be used now. From my lengthy timeline provided, you can understand the frustration I have had and it seems to be ongoing with this store and with MTN. I deeply regret ever entering this store as im sure your other stores do not operate in this manner? At no point was compensation offered, even after not having my iphone for almost a month – I should have atleast be pro-rata for the month of OCT18. And then what about the SAMSUNG, for 2 months im not expected to have this phone nor use the sim BUT be charged for it?? I want to deal as little as possible with this store please, if possible? And I would like for the Samsung to be tracked on how the issue and the length of time it takes. It has been frustrating and emotionally stressful dealing with this store. I trust my Samsung will be tracked and I would be kept updated by Dinesh Kowlasar or a person of authority. Many Thanks, Ms M. Ragavan **********