1 reviews | Active since Oct 2016
Serial Number Issue with new Samsung Handset on Contract
<p>For almost three months now I have been corresponding back and forth with MTN Business regarding an issue I have with the serial number of my new handset with absolutely no acceptable outcome. </p> <p> </p> <p>Upon receiving my new Samsung S6 handset from MTN in July I was unable to register my handset with Samsun ADH Premium saying that the serial number of my handset was already out of warranty. This being a problem for me as one of the main reasons for sticking to the Samsung premium handsets are purely for the Samsun backed extended warranty program. When I tried to submit my invoice as proof, the serial number on the invoice did not match he serial number of the handset. I alerted MTN business to the issue and since then and been nothing but an array of emails promising to sort out the issue but with now solid resolution.</p> <p> </p> <p>I am now experiencing issues with my handset and unable to make use of the Samsung warranty support. I’m also looking into Consumer Protection for further assistance</p>
Good morning Sven L****n
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that I have liaised with Tumi Mabaso and he is busy sorting out the problem. He is going to call you with the way forward.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Kind Regards
Lungi
REQ:***
Good morning Sven L****n
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that I have liaised with Tumi Mabaso and he is busy sorting out the problem. He is going to call you with the way forward.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Kind Regards
Lungi
REQ:***
Good afternoon Sven
Thank you for your post.
Please note the communication below from the manager at HVRC.
From: Mervyn Govender [ MTN South Africa ]
Sent: Wednesday, 12 October 2016 11:37 AM
To: Lungi Kunene [ MTN South Africa ]
Subject: RE: Hello Peter complaint
Hi Lungi
Please advise customer to book in the device at an MTN Service & Repair Centre, our repair centres are accredited to do Samsung repairs and will also be able to process an ADH repair/claim as well.
Where is the customer based?
Rgds
Mervyn Govender
Manager: National Ops Support - After Sales (HVRC)
Good afternoon Sven
Thank you for your post.
Please note the communication below from the manager at HVRC.
From: Mervyn Govender [ MTN South Africa ]
Sent: Wednesday, 12 October 2016 11:37 AM
To: Lungi Kunene [ MTN South Africa ]
Subject: RE: Hello Peter complaint
Hi Lungi
Please advise customer to book in the device at an MTN Service & Repair Centre, our repair centres are accredited to do Samsung repairs and will also be able to process an ADH repair/claim as well.
Where is the customer based?
Rgds
Mervyn Govender
Manager: National Ops Support - After Sales (HVRC)
Good afternoon Mr L****n
I have been trying to contact you on the number provided.
I need the IMEI number of the handset.
The handset needs to be taken in to the nearest MTN service centre and sent directly to Daniel Mabusa in Port Elisabeth.
Kind Regards
Lungi
Good afternoon Mr L****n
I have been trying to contact you on the number provided.
I need the IMEI number of the handset.
The handset needs to be taken in to the nearest MTN service centre and sent directly to Daniel Mabusa in Port Elisabeth.
Kind Regards
Lungi
Ok, so after a number of back and forth in East London I finally took my device directly to PE and have to say, big thank to Daniel Mabusa and the team at MTN repair center for resolving my device issues. Quick and painless in comparison the dealing with East London.
Now all I ask is that we can please try resolve the original issue I started with 3 months agon namely the serial number mismatch and the ADH registration. This would be highly appreciated.
Ok, so after a number of back and forth in East London I finally took my device directly to PE and have to say, big thank to Daniel Mabusa and the team at MTN repair center for resolving my device issues. Quick and painless in comparison the dealing with East London.
Now all I ask is that we can please try resolve the original issue I started with 3 months agon namely the serial number mismatch and the ADH registration. This would be highly appreciated.