Tech Company with 20th Century Customer Care

<p>Below is a detailed complained I lodged with MTN on Friday 24th March:</p> <p> </p> <p>This compllaint as I detail below comes after frustrating 2 months of trying to get connected and 2weeks of trying to get my refund. All the relevant paper work I left at MTN Morningside.</p> <p>On the 13th January 2017 I bought a router (Alcatel) at the MTN store in Randburg Square.<br />After struggling to get connected for a week, I took the router to the repair centre in Midrand and it was booked in for assessment.</p> <p>A few days later, after not hearing from the repair centre and also several attempts calling the centre, I then went to the centre to enquire. I was given a modem (unaware it was a modem) as replacement for the router.</p> <p>When I got home and opened the box, I realised it was a modem and returned it to the repair centre the following day, at which point they gave me another Alcatel router (different model).</p> <p>My connectivity problem continued for another 2/3weeks and then on Monday 13th March I went to the Morningside Contact centre to try and resolve the issue. At this point I gave the service consultant 2 options, give me a router that works and it must not be an Alcatel router, failing which you must refund me.</p> <p>I was again referred to the repair centre in Midrand, because only they can give a warranty assessment to enable a new device or a refund.</p> <p>I duly went to the Midrand repair centre where I was given documents that would enable me to go back to Morningside to collect a new device or my refund.</p> <p>I got back to Morningside to get a new device or refund, only to be told they cannot give me a device, and also, they cannot give me a refund because I did not buy the initial device from an MTN corporate store.<br />The consultant (Neo) requested that I give her a day or so to resolve the matter, which I granted.<br />When I got back the following day, she was not on duty and another consultant tried to assist, but hit a dead end.</p> <p>On Thursday the 16th March I went back to Morningside in the morning, and Neo undertook to attend to the matter. Later thad day around lunchtime, I received a call from a lady called Tebogo from the MTN Randburg store asking that I must give her a week to try and resolve the matter, which I could not agree to given everything I detailed above.<br />I went back to Morningside around 4pm and insisted that I get my refund, and this proved futile.<br />I then requested that I be given a loan router while the matter is being resolved, and again I was told that was not possible.</p> <p>On Thursday 23rd March, I went to the MTN Randburg store where I followed up with Tebogo, and after approximately 30mins of trying to trace the IMEA number for the initial device, she was told by someone at the Midrand repair centre that the initial device is still awaiting assessment.<br />As Tebogo explained, there is nothing she can do until appropriate paper work is given to her, and she gets authorisation from someone above her.</p> <p>Needless to say I was shocked by the feedback I received.</p> <p>It has now been over 10weeks and several wasted hours and petrol trying to get a very simple solution, which clearly seems like a rocket science problem to MTN. I am suffering severe poor service due to grossly inefficient back office processes at MTN.</p> <p>I once again request that be refunded my money without any further delay.</p> <p>Regards.</p> <p>Moroka Phalane<br /> ********** </p> <p>PS: Perhaps MTN should consider employing a lot less people and empowering their staff to make decisions and ownership of customer problems.<br />The world has changed, and it cannot be that it takes more than a day to resolve a simple customer query.</p> <p> </p>