Terrible service / Incorrect information given

<p>On the 18th of July 2016, I visited MTN Clearwater Mall to find out where I can take my Samsung S6 to have the screen repaired. I was sent to iFix in the mall that very same day and I was advised to get the Proof of Purchase before they can book my phone in for the repair.</p> <p>I went back to the MTN store to request the PoP. Melvin from the store advised me (in front of a witness) that he will request it from head office and it will take up to 24 hours and he will e-mail it to me. After waiting for the e-mail for 2 weeks, I went back to MTN on 29 July 2016 to speak to Melvin. He advised me that he had not received the PoP.</p> <p>After arguing with him and waiting almost an hour for him to find out why it was taking so long, I left and he promised to call me back. When he called back later that afternoon, he advised that he will book the phone in for me through the store and I would have to wait for 2 weeks. I insisted that he should speak to his manager and get it authorised to be completed in a shorter period as I already waited so long.</p> <p>I took the phone in on 01 August 2016 and when I called the store on Wednesday 10 August 2016 I was unable to get through to the store. I called the contact number on the job card, which is for the repairs department, to find out how far my phone is from being completed. They could not find any phone with the IMEI number the store wrote on the job card. They could not find my phone with my contract cell number either.</p> <p>I then contacted the call centre which was an extreme frustration on its own. I managed to speak to a team leader, Waseela Miller whom gave me the contact details of Claude (manager) and his manager (Herbert Monadira) as well as his manager (Larry Padayachee). Due to Claude being unavailable, even when I requested to speak to him when I was in the store, I then called Herbert on Friday 12 August 2016.</p> <p>I advised him that I want to collect my phone that afternoon or they would need to give me a new phone. Herbert advised that he was on his way back to Johannesburg and will be on a flight, however he would get Claude to contact me to resolve my complaint. When Claude eventually called he advised me that the correct process was followed by his staff member (that is to wait for 2 weeks for the PoP after advising me that it will take 24 hours and to come back to the store only to be advised that he will book it in himself).</p> <p>I then requested him to get Herbert's manager to call me as Herbert advised that he would be on a flight back to Johannesburg. He refused to get Larry to contact me and insisted that Herbert would call me. Friday evening at 18:25 I called Larry Padayachee to complain about Herbert not contacting me. He requested me to send him the job card number and after scrutinising the job card I realised that there was no job card number. I sent Larry pics of the job card showing him that there was no job card number.</p> <p>After some time I received a call from Herbert whom advised that his flight was delayed and he only got to Johannesburg at the time he called me. I have a contact at JHB international and there were no flights that were delayed for a few hours on Friday.</p> <p>Herbert promised to call me on Saturday after 12:00 and I waited for a phone call but never received any. I had 2 calls from friends on Saturday at 13:14 and 13:59 but there was no missed calls from anyone else on the day. When I called Herbert this morning he advised me that he called me but my number was unavailable. He advised me that my phone was booked in on 04 August 2016 and then correct himself by stating it was on 02 August 2016. I handed in my phone on 01 August 2016 and should have been booked in on that day.</p> <p>He advised me that there was no delay from their side because I did not have the PoP. Firstly I was advised that it will take them 24 hours to get the PoP from Head Office. 4 weeks later I'm told that I was supposed to bring in the PoP. What happens in the event that I don't have the PoP anymore? I migrated to MTN due to terrible service I received from Vodacom, after 9 years. I have been with MTN for about 9 months now and the service is even worse and highly unacceptable.</p> <p>I received a call from Melvin this morning asking me to send him a pic of the cell phone box with the IMEI number. When I booked in the store at the branch they check the IMEI number on the phone. Why would they be asking for it only now? Has my phone not been attended to as yet?</p> <p>No one has accepted or taken accountability for this delay and terrible service. All they are doing is shifting blame to the customer. My contract number is ********** . Alternate contact number is ********** .</p>