Still Pathetic

<p>Posted the below over a week ago. Have emailed every stupid email address possible that MTN consultants give when they pass you from one center to the next because clearly they are all too *********** to assist. Received an official business response 4days ago on the review with no other feedback from anyone since then. Except the store manager who says I wrongly fully accused him, what a joke. When I rep**** to him to point out inconsistencies in his story never heard from him again. I even offered to amend my statement on his behalf as he claimed he was innocent but clearly he realized the inconsistencies count against him. Will be returning the UNUSED iPhone and moving to another network! Pathetic MTN, a very unnecessary situation that could've easily been resolved!</p> <p><br /> <br /> Oct 28, 2016<br />1 week ago<br /> Mtn 2.6<br />Telecommunications<br />Pathetic Service<br />by AsmaKara 3<br />I recently visited the Sandton City store on Sunday 23rd October 2016. I went in to upgrade my account as I was eligible for a new handset. After having spent an hour or more in the store I received the new iPhone 7. The consultant who assisted me opened the box and unsealed the phone to show me that the phone was in a good condition and in working order. When he switched on the phone it went immediately into a "disability" mode feature to which he said he had to take it up to the istore for them to reset it. I left the store to continue my shopping while he done so. On my return he showed me the phone again by switching it on and showing me it was reset etc. I noticed the plastic covering was removed from the phone and when I asked he told me the istore consultant had removed it.<br />I left with my new handset. It has not been touched since or removed from the box. I went in on Wednesday to the istore again in Sandton city and looked at the iPhone 7Plus, I went back down to the MTN store to ask the consultant who assisted me (Thummie), what would the procedure be if I actually wanted to take the iPhone 7Plus to which he rep**** I could not as the box was already open and the phone unsealed. I told him I understand but HE opened the box not me and the plastic was removed under his supervision at the istore. He said he would speak to his manager. The manager did not bother to come out to see me or hear what my question was, he just sent him back out to say well unfortunately there's no fault with the phone and like tough luck you chose it you stuck with it.<br />This is disgusting service! I then called MTN to be put through to 3different call centers which also is horrible customer service, to then be given 3 different emails to complain to where only 1 response was received and nothing since! <br />My issue is that at no time during the consultation did the consultant tell me that once the phone was unsealed that I would not have the option to change it. Secondly I didn't unseal or touch anything it was all done in store. Thirdly I was merely ENQUIRING what would the process be IF I changed my mind and wanted the 7Plus to be told very unhelpfully that sorry tough you chose this and the box is open so that's it!<br />That is NOT great customer service at all! I completely understand that the store has policies and procedures on returns which is for faulty handsets but I don't even know if the handset is faulty as it hasn't even been switched on since leaving the store! I don't see why I can't have the option to change it if I want to when it's brand new, hasn't been touched and it was within not even a 3day period that I returned to ask!<br />Also the manager didn't have the decency to even come out to explain or hear anything! Upgrading me to a 7Plus would mean more money to be paid to MTN so why this is such an issue I don't understand?<br />Clearly it's a store that has a lot of customer complaints as I even witnessed 2customers shouting at consultants and threatening to complain to head office whilst I was in store. To which the consultants even didn't care and said yes go ahead do what you want to which is really not great service at all!<br />The manager of the Sandton stores name is Tish Mlambo.<br />Service is disgusting! No response from MTN further after the initial complaint! PATHETIC!!!<br />Thanks<br />Asma Kara</p> <p>Share<br />Follow Like<br />Request Help<br />Supercharge<br />Convert<br />Official business reply:</p> <p>Oct 31, 2016<br />4 days ago<br />Dear Valued Customer,</p> <p>Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.</p> <p>We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.</p> <p>Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.</p> <p>Warm regards,</p> <p>mike</p> <p>REQ: ********** </p> <p> </p>