The day MTN loss a 22 year customer, or rather the week

<p>On monday the 2nd of May 2016 I went to the MTN shop at Jacaranda centre in Pretoria to upgrade my daughter and my cell phone contracts. Amazingly it took the staff member who helpped me, Nicko, less than a hour to do this. Nothing but excelent service. Unfortunattely when I got home we only realized that we needed micro sim's for the new phones. I rushed back to the shop to do this, and was helped on the spot. R278 spend on this in the prosess. As per normal I was told that it will take between 2 and 24 hours to activate. This is when the problems and bad service started.</p> <p> </p> <p>Now normally this happened in even less than 2 hours so we were eager to try our new phones. Needles to say this was not going to happen on monday. To prevent ***** they have a new system where you will receive a sms to which you need to reply yes. I started receiving this message after about 3 hours. When I reply yes to this I get a message back, instantly, telling me that the network is not working. I then started phoning their 808 customer care line. Incompetance at it's best. The more I try to explain what the problem is the more they insist that I must reply yes to this sms. Frustrated I desided to call it a day. The next morning I noticed that during the night I received the same sms, sent to me hourly, which is still doing the same. Called them again, same story. At 2 I received an sms informing me that the sim swop was cancelled. I phoned Nicko and he said he will take this up with MTN. 30 hours after the first request for the sim swop my phone was up and running. </p> <p>Doesn't seem so bad yet, wait there is more.</p> <p> </p> <p>Up to this point my daughter have not received any sms on her phone. I made this point clear to everybody I spoke to, every time I phoned MTN. Everytime they told me that she MUST receive an sms. They logged a complain about this, turn around time for a complain is 3 to 5 working days. Yes that is right days not hours, and this is for a service that shouldn't take more than a day. By thursday the sim wasn't working and I started *****ing on twitter with #badservice. Amazingly no reaction from them. At this time the 3rd request for a sim swap expired. I spoke to one of the managers, to be exact the second one I spoke to as thefirst one never phoned me back, and according to her this is not possible that it takes so long. She promissed me to call me back at a conveniant time for me so that she can make sure that the sim serial nr is correct. She phoned back as agreed and I supp**** her with the nr. I saw light at the end of the tunnel not realizing it was a trai comming towards me. According to her the nr on their system didn't match this nr. She rectified it, even though we checked it at the shop when I went there on tuesday. She then also logged a complaint about this and told me that she will contact the technical department about this and call me back the next morning.</p> <p> </p> <p>I waited for her next call back, and waited. 3 hours after she were suppose to call me I called 808 again. Suddenly the serial nr on the system was ***0. Sorry we can't help you now, I can't log a new sim swop request, I will log a complaint. Same story. By saterday afternoon I finally received a call from the manager who never phoned. That is also the last time anybody came back to me, from their call centre. Monday morning Nicko phoned me to check if everything is working now. Still not working. He prommised me that he will push this issue as far as it can. Amazingly by 2 o'clock my daugter could use here new phone. 7days and 1 hour after the sim swop was activated.</p> <p> </p> <p>Needless to say that the only heroes in the story are the staff of MTN Jacaranda, howI feel about the rest can't be put in words except pathetic. After more than 30 calls, from me in a week and one un-answered e-mail I' m done. I'm leaving MTN after 22 years of being with them. Vodacom reacted fast when I asked if anybody could help me on Twitter. See you soon Vodacom, goodbuy MTN. O the tweets will keep on flying.</p>