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RAEESA A

1 reviews | Active since Dec 2015

02 May 2018, 10:05

TERRIBLE CUSTOMER SERVICE/STORE ASSISTANCE

My Sony device was sent in for repair/replacement on 07 January 2018. To this day I have not received any assistance from the employees at MTN Greenstone.

I was initially assisted by Mehmood from this store and he had no idea what he was doing. I waited for over 30 minutes to fill out the OBF & Defective Goods form. He then called me about 6 weeks later informing me that he has incorrectly booked it in and was basically forcing me to take the device to the MTN repair center in Midrand to which i refused. He created the mess so he should be the one to clean it up. After that rude call, I patiently waited another 4-6 weeks for a response. I DID NOT RECEIVE ANY CALL FROM HIM. I had to go to the store to find out what was going on.

Upon querying what was going on with another store agent, Mehmood refused to assist in any way. He claims to have called me to come and pick up my device. What a load of lies. He then claims that "someone" misplaced the phone and everyone else must sort it out. Mokwai from the store assisted me and advised to call the repair center and find out what was going on.

I went back to the store on 1 May 2018 since I was advised by the repair center that the store needs to give me a new device. They were still unable to assist me and after I had left previously they just forgot about the whole matter. Mehmood showed us his rotten attitude and I was forced to leave the store yet again without my device.

4 months gone and I am still paying for a device I do not have in my possession. I called this morning and was rudely cut off. Tried calling again and no one wants to pick up! How convenient!!!

I want this Mehmood guy to hand deliver my device after this ordeal and his terrible attitude. He thinks he knows it all but cannot even assist a customer with basic things. He has no knowledge of customer service and should go back in training!

How long more must I pay for a device that I do not have? I am a long lasting customer of MTN but the service from this guy is really testing my patience.

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Replies (2)
RA
RAEESA A's update02 May 2018, 11:11
Reviewer Update
Thank you for the speedy response. My faith will be restored with MTN IF I receive my device within the next 24 hours. All they have to do is to give me another device which doesn't take long. These consultants really need to up their game. I am there every month to pay my account in cash and they work very slow in assisting customers. It seems as though the slower they work the customers will disappear. Hope to hear from them soon.
RA
RAEESA A's update08 May 2018, 13:30
Reviewer Update
I am still waiting for feedback??????? Absolutely pathetic customer service and this proves it. I will be cancelling my contracts with MTN and moving to a better service provider with way better customer care!!!!!!