The most pathetic service from MTN Chatsworth Centre

The most pathetic service from MTN Chatsworth Centre

I have been a loyal customer with MTN for the past 8 years, I’ve taken phones, tablets and data contracts.

I recently went to them this past Saturday, the 15th Feb 2020 to get a new contract. I was assisted by Bev, who first did a sim swap for me, then when I asked about taking the phone, she tells me the system was down and that I’d need to come back another day.

I then went in on the Sunday, the 16th Feb, and was assisted by Simangaliso, he advised that due to load shedding the system was slow, I sat there for almost an hour to do the application, which resulted in a decline result as MTN systems were having a problem. He said that he would address this with a manager, as no manager was in on the Sunday and he would get back to me.

On Monday the 17th Feb, I called Simangaliso to find out what was the status of my application, and I was disappointed that he didn’t contact me, He said that the application is approved and that he asked someone from the store to contact and let me know but nobody did. He then told me that I can go into the store and see Rose, who would assist with collection of my device. He also advised that the store closes at 6.

I work quite a distance away from the store and I finish work at 5, I had to rush in order to get there before 6 and I did, I arrived at the store a few minutes before 6 but the store was already closed! I could see Bev inside, so I called her and asked her why the store is closed early, she said that its already 6 as per her computer. I told her to take a picture of her computer time, so that I could confirm, she went back and made me wait a further 10mins while the employees inside stared at me like im some kind of idiot.

Finally Rose came out to see me and did confirm that the store was closed before 6, that is absolutely ridiculous, if a store closed at 6, it should be open until the last minute, and if a customer comes in at 5:59 they should be helped. Clearly this store knows nothing about customer service, and closing a store early should never happen, as customers plan around the times that specified.

Rose didn’t know anything about me collecting the device, as Simangaliso did not advise her. She then wants to speak to Simangaliso, so I have to use my airtime to call him so that she can speak to him, Finally Rose tells me that even if Simangaliso told her earlier, a manager needs to be present for me to collect my device and the store managers leave at 5. So even if I got there anytime after 5, it would have been for nothing.

Simangaliso tells me that he will make a plan to get the item delivered to me the next day. It is now Tuesday, 18 Feb 2020 (The next day), Simangaliso calls and tells me that I have to be instore to sign, so they cannot deliver my phone. I assume he knew this all along and only told me he would deliver, so that I would be hopeful and leave the store the day before. I still understood and asked Simangaliso if they could please keep the store open alil after 6 for me, so that I can get there and pick up the device. Simangaliso goes to check with the store manager, who says no they cannot.

So I’m left after 4 days, trying to accommodate MTN and being completely understanding for their system downtime and issues, but no matter what solutions have given them, to try and fix the issues that they having, they cant accommodate me. Like I said I’ve been with MTN for the past 8 years, I’ve been a loyal customer, I’ve taken something like 8 contracts over the years, and to receive service like this is shocking.

I am definitely considering going to another network and cancelling my contracts.