SHOCKING SERVICE FROM MTN CLEARWATER MALL

On the 9th April 2018 I took a Huawei P9 into MTN Clearwater Mall (next to Pick n Pay) for repair. They told me it would take one to two weeks, however I would receive sms updates on the progress. NOT!!! I then phoned them after 2 weeks to follow up, to be told that as the phone was DOA (dead on arrival) they have to order a new device) This would apparently take another week. After another 2 WEEKS, I phoned again (not having received ONE phone call or sms, yet again!). I was then assisted by a lady who said she would find out what was going on and phone me back. JOY, I was getting somewhere. She did in fact phone me back to say the device was ready for collection the next day at MTN Clearwater Mall, where I handed in the phone.

So the next morning. I was standing at the doors before 9am waiting in anticipation for this long awaited phone. Firstly I walked in at 9am, after the staff were all faffing around still trying to sort themselves out for the day, I was attended to (09h10) I was then told to take a seat as it takes 10 MINS FOR THE SAFE TO OPEN!!! Seriously???!!! The staff were all there from 08h30 surely you would think this would have been done!! Then they all disappeared behind the strongroom door again. There was only one lady who was actually ready and waiting at her station. The other 5 or so were obviously catching up in the office behind the strongroom door!! 10 mins came and went, 15 mins ..... then I lost it and asked this poor, only working person to call the other human who was supposed to be helping me out from his coffee and rusks, to give me the phone.

Well, was I surprised and shocked to the core, when I was told, "Oh sorry, we can't give you the phone as your contract falls under a franchise branch. You have got to be kidding me!! So I asked for the manager, who also was not breaking any speed records to get to me, eventually comes out from this famous back office which seems to be the attraction of the day, and says, yes sorry, despite the fact that you handed in this phone 6 weeks ago, have had absolutely NO feedback, except to say come and collect, now tells me I must go the the branch around the corner (next to McDonald's) Never mind that the replacement/new phone was actually sitting in the safe at the original/their store.

Well at this point, the veins in my neck were popping!! I stormed out went around the corner to the "franchise" store, who despite having the same board of directors, is very different from the other MTN store, and has a different computer system. (Does this even make sense?)

Well, ok, I thought, maybe I will eventually get this sorted out. At least the staff here were far more attentive and certainly did not have a party room they would disappear into, every 2 mins!! I was then told, no sorry you must go back to the other store as they took in the phone. At this stage I was almost crying out of pure frustration and devastation. I think the poor gentlemen thought, I better try and say something nice to this lady, otherwise we will be making a call to 911!! I was then told, that they will now have to order a new phone?? I said surely you can go and take the one from MTN around the corner, log it in, and give it to me? Nope, they have to order a new one from their supplier.

Totally shattered, I was told, we will phone you shortly and give you feedback. (Friday 18th May)

It is now Sunday 20th May, and I am yet to receive any feedback!!

Can some able body, manager, director, ANYBODY, from MTN, please contact me, as I am beyond horrified at the service I have received from MTN.

I currently have about 6 different contracts with MTN, and this is how I get treated???

SHOCKING!!!

I am looking very forward to hearing from you, MTN!!