system is down

on Friday the 2nd of February I started the online process to get an MTN contract, but decided to stop halfway through to go do the process at an MTN store instead. I arrived at the store, identified the contract that I would like and provided my FICA documents. After about 15-20 minutes the person assisting me told me the system was slow and asked if I could come back later. On my way home I got a call from MTN online who had my details from my initial contract application and we completed the process with no need to go to the store anymore. I then waited to receive my device on Tuesday 6th February, the DSV courier arrived on time and we went through the process, he was unable to log my fingerprints because MTN's server was down and needed to reschedule the delivery. DSV then arrange for delivery Friday 9th February, where finally MTN system was working and my fingerprints could be captured. I received my phone and new contract sim, which hadn't been activated. I had intended to do a sim swap which only took effect on Wednesday 14th February. My sim and phone are now sorted and I tried logging onto MTN Contract sellf help portal which I can't logon to. I was advised to contact customer support who said the system is having issues.

I have two questions - 1. does MTN share the same system infrastructure as Home Affairs with their system more offline or slow than working 2. do any of your Snr management and above ever call into an MTN store or customer care to understand what their clients go through. All experiences have been haphazard and disappointing where MTN staff are at the mercy of "the system" or just don't know what they're doing?

in short, I feel you need to go look at what the MTN Online sales team is doing, because if your after sales service was as good as your sales service, you would be rated the best customer experience over all mobile providers.

Lastly, fix your "system/s" you're destroying your brand and just looking like a fly-by-night business.

I would like to take a moment to thank Rakesh Nana, had I not known him personally I would likely still be sitting with all the issues expressed above, with no one competent or willing to help.