Shocking treatment on my order of a new iPhone 8

Customer care at MTN

Appalling treatment by MTN on purchasing a new iPhone 8 Today I received a reply to this letter as sent to Mtn customer care saying it could not be dealt with as key words were not included!!!!!

I ordered an new gold 1 phone 8 on 31 October. I received 3 messages on the 1st, 3rd and 7th November to arrange delivery. I called the number supp**** and was put on hold for 7 days . in between I called MTN to complain about my inability to get through to DSV couriers. I spoke to Mossa, Yunus,Sibokasi, Rhulane Kutlwano, Sebati, Zindile, Tlo0 Tlo ,Precious and Tsholoselo, Zinzi plus many others whose names I didn't take. This has all taken 12 days of constant calls with no joy. I was told it was not MTN's problem but DSV couriers fault. This was an untenable situation as DSV was uncontactable. After a week I managed to speak to DSV , apparently they were calling me on a different number which doesn't add up as true , as the contract relates to my .......... cel number. They told me they were very busy with lots of client awaiting delivery , I was just one of them and must wait. DSV promised to deliver last Friday and that I had to be home between 10 and 12 , this I did. This did not happen. I called MTN and DSV to no avail. Eventually at 4 a shaken delivery man appeared apologising for the late delivery . According to him , his boss, Kubera, had instructed him to make other deliveries and ignore his scheduled delivery to me, he told me that he was told that he would be fired if he did not obey. I am sure there is a law against this.? Kubera has not called me back despite my leaving numerous messages for him.

I asked the driver to wait so that I could to check the I phone, I was worried that the company was disorganised and not coping. I opened it and found the incorrect phone, a white iPhone instead of the gold one promised.

MTN told me it was not their problem and that I must call the company who packaged the phones. After hours on hold Connie, the only worker at the packaging office (summer phones?) at that time , told me I would have to bring the phone in and wait weeks for the paperwork to shuffle around the system, before I may stand a chance of getting the correct order that I had paid for. Please note that all these calls involve hours of waiting in a call que and often being cut off or sent to another department.

I am a working professional in the service industry ,I cannot believe how much constructive work hours I have lost by being on the phone and dealing with incompetence at MTN. Is this a MTN problem or if I should believe your call centre operators, it is your subcontractors problem? Who did I contract with? Where does the back stop?

I have the incorrect iPhone at my office, please can you advise me as to my rights and if you intend honouring your contract.

From a very angry and annoyed customer

Lisa Tolkin 083 ............