Sub Par Service from Another Durban Call Centre

<p>To my fellow consumers</p> <p> </p> <p>Where to begin to alert you of the subpar service which Pinnacle Marketing is offering after they received the MTN Insurance contract tender. I'm, as a proud Capetonian, disappointed in the tenderpreneurship which has taken place, but what more can be expected from MTN that paid a hefty fine in Nigeria for their reckless actions and plain disregard for the law. Now, in our own back yard a company has come forth with no better standards.</p> <p> </p> <p>As a founder, Carl Smyth, should have at least tested the subcontracted services of Monitor Administrators. Monitor’s Voice Over Internet Protocol is so bad, only every third call can be of justifiable sound quality. I would be embarrassed to place my name all over my website and contract such bad service on behalf of such a big international company like MTN.</p> <p> </p> <p>As directors of Monitor Administrators, Murray Wright and Don Tocknell, could have tested their call centre to ensure the high call volumes could be handled and that MTN and their own systems are compatible.</p> <p> </p> <p>After three weeks of sending my phone to the repair centre from an MTN store, I received it back saying MTN Insurance, underwritten by Guardrisk, brokered by Pinnacle Marketing, which is administered by Monitor Administrators has changed the procedures and will collect my phone from me in person. For three weeks MTN Insurance/Gaurdrisk/Pinnacle Marketing/Monitor Administrators left my phone collecting dust.</p> <p> </p> <p>They used the excuse “we only took over last week” but a quick Google search says its been a month now.</p> <p> </p> <p>Dear MTN, since you replaced your service provider and since my contract with you is in the “please upgrade so we can keep you for another two years” period, I might consider changing service provider myself if you can’t do the job properly. I’ve been a customer for 8 years, maybe its time for a change.</p>