1 reviews | Active since Feb 2017
They dont care
<p>Let me start by saying that I've been an MTN customer for a long time and my monthly spend on my 2 contracts is quite substantial. My last experience was a shocker, I got a new iPhone 6S Plus on contract in November 2015. It started having battery issues about 6 months later. I tried numerous times to call the 2 Canal Walk branches using the contact numbers listed on MTN's website to report the problem. I even left messages but no one bothered calling back. As the problem was intermittent, and also the fact that I have 3 kids and 2 companies to run, i never actually walked into the branch to report it, like all of us, i lead a very busy life. Well, the phone finally gave up the ghost in December, 1 month out of the actual warranty period. I was told to take it to the high value repair center which I did and later (after many attempts to find out what was happening with my phone), they told me the repair would cost R7500.....This after I repeatedly told them that no one bothered calling me back to advise the next step in getting my phone sorted while it was in warranty. So I went to their Facebook page and let me tell you that their response time is shocking and always the same answer 'your phone is out of warranty', again after explaining my situation over and over and over. Even after countless emails, always the same story. Finally a representative from the Canal Walk branch actually called me....to tell me the same thing. My experience, shocking, all I can say is us little people are not valued as clients. Choose wisely when selecting a provider and perhaps not MTN, who knows, maybe they are all the same. All I know is i don't treat my customers like this, I actually value every drop of business that comes my way!</p>
Thank you for your post.
We apologize for any inconvenience incurred.
As per the system notes the store did contacted you on the 15/2/2017.
The notes on the account from the store states as follows:
“I just got off the phone with Mr Craig Berndt I have advised the client that his handset is not under warranty and he has to pay for the repair.
As per previous email the client does not have a valid reason as to why he could not book in his phone for repairs, especially when the client is advised that he is aware of the 12 month warranty.
The client also advised that he was too busy as he has a family and weekends his kids play sport however as per my telephonic conversation with Mr Berndt I have advised the client that the store trades every day from 09.00 –21.00. The client was advised from store level that the store cannot assist with his repair."
MTN cannot be held liable if the device was not taken into the store in time with the warranty months for repairs to do the assessment while the device was in the 12 months warranty period.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
Thank you for your post.
We apologize for any inconvenience incurred.
As per the system notes the store did contacted you on the 15/2/2017.
The notes on the account from the store states as follows:
“I just got off the phone with Mr Craig Berndt I have advised the client that his handset is not under warranty and he has to pay for the repair.
As per previous email the client does not have a valid reason as to why he could not book in his phone for repairs, especially when the client is advised that he is aware of the 12 month warranty.
The client also advised that he was too busy as he has a family and weekends his kids play sport however as per my telephonic conversation with Mr Berndt I have advised the client that the store trades every day from 09.00 –21.00. The client was advised from store level that the store cannot assist with his repair."
MTN cannot be held liable if the device was not taken into the store in time with the warranty months for repairs to do the assessment while the device was in the 12 months warranty period.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
Hi Alice, am I missing something here. I explained to the consultant that day, and have in all my correspondence with you guys, that I KNOW the handset in out of its warranty, that is not the issue here. The issue is as follows, and I’ll explain it again: I REPORTED THE PHONE HAD A PROBLEM WHILE IT WAS STILL UNDER ITS 1 YEAR WARRANTY TO THAT STORE. THEY NEVER HAD THE DECENCY TO RETURN MY CALLS AND MESSAGES. HE DIDN'T HAVE AN ANSWER FOR ME AS TO WHY NO-ONE BOTHERED TO HELP ME WHEN I HAD A PROBLEM, HE SIDE STEPPED THE ISSUE EACH TIME I MENTIONED IT. SO, THE FACT IS 1 DID REPORT IT, DID NOT GET HELP ON WHAT THE PROCEDURES TO FOLLOW TO GET IT SORTED WHILE STILL UNDER WARRANTY AND THEN WHEN IT FINALLY BROKE COMPLETELY IT WAS A MONTH TOO LATE.....
Hi Alice, am I missing something here. I explained to the consultant that day, and have in all my correspondence with you guys, that I KNOW the handset in out of its warranty, that is not the issue here. The issue is as follows, and I’ll explain it again: I REPORTED THE PHONE HAD A PROBLEM WHILE IT WAS STILL UNDER ITS 1 YEAR WARRANTY TO THAT STORE. THEY NEVER HAD THE DECENCY TO RETURN MY CALLS AND MESSAGES. HE DIDN'T HAVE AN ANSWER FOR ME AS TO WHY NO-ONE BOTHERED TO HELP ME WHEN I HAD A PROBLEM, HE SIDE STEPPED THE ISSUE EACH TIME I MENTIONED IT. SO, THE FACT IS 1 DID REPORT IT, DID NOT GET HELP ON WHAT THE PROCEDURES TO FOLLOW TO GET IT SORTED WHILE STILL UNDER WARRANTY AND THEN WHEN IT FINALLY BROKE COMPLETELY IT WAS A MONTH TOO LATE.....
Please speak to management to see what can be done to help a very loyal MTN customer
Please speak to management to see what can be done to help a very loyal MTN customer
An update for you. So MTN and their HVRC(High Value Repair Center) refused point blank to help in any was shape or form. Their 'quote' to repair my phone was around the R7500.00 mark(their 'technicians' said the power-up system or something like that was faulty and needed to be replaced)......with nowhere left to turn, I decided to call "Apple Doctor", and my word what a completely different experience, they were accommodating, willing to help and even sent their own driver to collect my phone for assessment for R20. To my amazement, a day later they called me with an estimate to sort my phone out, R950 odd rand, around 7 times less than MTN's techies. I gave them the go-ahead and a few days later they called to say the work was done and could I please settle their invoice, which I obviously agreed to. When I looked at the invoice I saw it was only R550, so I checked with them and they said that after they replaced the charging dock, the phone was fine, so no need to replace the battery as well which was in perfect working order, I mean, who does that right, chooses honesty over money, WELL DONE APPLE DOCTOR. In summary, buyer beware when it comes to the big corporates, they have enough of us on their books to throw a few disgruntled complainers away right.....
An update for you. So MTN and their HVRC(High Value Repair Center) refused point blank to help in any was shape or form. Their 'quote' to repair my phone was around the R7500.00 mark(their 'technicians' said the power-up system or something like that was faulty and needed to be replaced)......with nowhere left to turn, I decided to call "Apple Doctor", and my word what a completely different experience, they were accommodating, willing to help and even sent their own driver to collect my phone for assessment for R20. To my amazement, a day later they called me with an estimate to sort my phone out, R950 odd rand, around 7 times less than MTN's techies. I gave them the go-ahead and a few days later they called to say the work was done and could I please settle their invoice, which I obviously agreed to. When I looked at the invoice I saw it was only R550, so I checked with them and they said that after they replaced the charging dock, the phone was fine, so no need to replace the battery as well which was in perfect working order, I mean, who does that right, chooses honesty over money, WELL DONE APPLE DOCTOR. In summary, buyer beware when it comes to the big corporates, they have enough of us on their books to throw a few disgruntled complainers away right.....