The customer is always wrong.

Imagine taking out a 24 month home wifi contract, switching it on, observing full 4G reception and a download speed in excess of 100 Mbps. Imagine then observing later that evening that the connection is unstable (router intermittently drops the connection, resets and restores to full connectivity). What does a reasonable person do? You phone the call centre right?

Imagine then speaking to a consultant who escalates the problem to technical. Imagine being told a few days later that there was an issue with the tower and that it has been corrected. But only, the router still drops the connection and nothing has changed. Imagine then asking the call centre, could the problem not lie with the router and being explicitly told that technical first have to rule out other possibilities.

Imagine then being ignored by MTN for a number of days (i.e. not receiving any phone calls), and having to resort to ask around if somebody knows somebody personally who works for MTN that can assist. Then imagine, upon finding such an individual through a facebook search (not an MTN call centre) being helped immediately and receiving a call from a friendly helpful technical supervisor informing the customer that exactly the same problem was observed with some of the older ZTE routers and thus getting the very first indication of a likely cause of the problem, 12 days after inception of the contract. The problem is likely due to a DESIGN ERROR, NOT A FAULT, A DESIGN ERROR, which has since been corrected through a software upgrade, although there may still be old (ERRONEOUS SOFTWARE) routers floating around.

Now imagine that helpful gentleman having the courtesy to phone Charlene Mabenge at the Centurion branch, explaining the problem to her, and informing her that the customer will return the router, 12 days after inception of the contract, now that MTN have come up with a likely hypothesis (not confirmed yet) that this may be the cause of the problem.

Now imagine the customer returning said router to Charlene Mabenge at the Centurion branch and being told that it is the customer's fault that he did not return the router within 7 days upon detecting a fault (which he couldn't have detected because MTN was unwilling to assist, and which remember, the call centre advised against, and to this day has not been confirmed 100% to be the cause of the problem), that it will take at least 14 days to get a new router, and that there will be NO CREDIT to the customer's account. So basically after the first debit order goes off, the customer will not have had one day of stable internet and still no router. But Charlene Mabenge insists that the customer did not abide by the contract rules (the contract that wasn't mailed to said customer until yesterday, 12 days after signing it)

And this people, is how much @MTNza hates their own customers.