Samsung S8+ Screen Replacement

This has been my first and worse experience yet with Mtn Lichtenburg.

On the 20/07/2017 my contract was transferred to my name by Matshediso Dintweng and I also upgraded to the Samsung S8+. A few weeks ago my screen got damaged on the bottom left corner due to a handling mistake. I did take the necessary protective measures on my phone with a proper Body Glove cover and tempered glass screen protector (also bought from mtn). The screen still managed to shatter below the tempered glass cover without breaking the screen protector.

I then phoned Samsung about the free screen repairs they always have running on their mobile products. The Samsung consultant explained to me that the consultant at Mtn should have informed me about Samsung Mobile Care and I should have registered the device within 30 days of purchase. This information was never provided to me by Matshediso Dintweng on the day of purchase. Therefore Samsung informed me that i do not qualify for Mobile Care service anymore and I have to go back to my service provider.

So I did go back to Mtn Lichtenburg with some surprises.... All the staff was replaced and Matshediso Dintweng did not work there anymore. One of the new consultants asked me to explain the situation to her and I explained the same information about the incident and the information provided by Samsung. Her first response was that she apologizes for the fact that the previous consultant (Matshediso Dintweng) did not inform me about Samsung Mobile care service but as I can see, all the staff has been replaced due to poor service. She then mailed her area/regional manager and explained the situation to him and promised me that she will try her best to resolve this issue.

So a few days later she contacted me and asked me to come to the store, as they need to speak to me about the issue. Here I went to the store thinking that they have a solution for my issue, have I thought wrong! I was quickly assisted by the new consultant and the area/regional manager. With their first response being that they have tried their best but unfortunately they will not be able to help me as the business cant take responsibility for someone who doesn't work there anymore. They also said that I'm more then welcome to take the matter further if I want to but unfortunately they wont be able to assist me in this matter. The area/regional manager also claimed that it was my responsibility to find out about Samsung mobile care, my response was that how should any customer know about any type of service if they were never informed about it. His reply was simple, "Well I'm sorry sir, but we cant take responsibility for someone that doesn't work here anymore, take the matter further if you like"

So here I am.... After days of waiting and even offering to pay all the Samsung Mobile Care installments that has been missed due to me not being informed on the day of purchase. I'm stuck now in a Mtn contract with a broken S8+ and Mtn Lichtenburg basically ain't willing to even try and help there customers in any way due to negligence prior to they staff replacement. I have been with MTN for 9 years give or take. And strongly thinking of moving over to another Service provider.

My friend , Renier Moolman, is with Vodacom and he recently got his Samsung S8. They helped him with the full Samsung Rewards Registration in-store in order to apply for Samsung Mobile Care, on the day of purchase. Sad to see other providers going the extra mile with their customers, making sure that their costumer are well informed before they leave the store.