****ty service from MTN Cresta

Mtn & Mtn Cresta,

I hereby place on record the events of the past 2 days (Thursday 16 November, and Fridy 17 November)

Thursday 16 Jan I entered you cresta store seeking assistance with a faulty phone. After repeating my story about 3 times, the assistant eventually confirmed that the phone is still under warranty, and would have to be sent for repairs. At no point up until this time does he realise that this is a Sony, and that there is no more support for Sony in the country. He tries to make some mediocre attempt to ask the other people in store what to do…. I am eventually forced to ask how much longer this will take, and advise him that I need to get back to work. He saves my number and promises to phone me to tell me how to proceed. Needless to say, no phone call took place.

Friday 17 Jan 2020 I tried calling the official listed nr for the store 2 times without anyone answering or the option to leave a message.

I eventually go to the store again, just to stand at the unattended front counter for more than 10 minutes. Some security key type thing on a lanyard was just lying there, available for anyone to snatch…. Very negligent in my opinion….

Two ladies eventually emerge from the back, busy with their own discussion. Eventually they realise I have not been attended to. The assistant from the previous day also emerges after a while, looks at me and walks past to attend to another customer. Again at this same point is there no attempt from the ladies behind the counter to try and find out what to do with this phone.

One eventually ask this guy whats going on after me insisting on an answer, this is also after he left the store for a while. He then “apparently” tells her I need to wait for him, I say “apparently” as this happened in a language I don’t understand.

After half an hour I tell her to tell him I’m leaving now, and I want her to give me his name, as well as the store owner. She then writes the store’s number on a piece of paper, and upon me dialing this number, just to realise it’s the official number listed for the store, that no one ever answers. I asked her why she gave me incorrect information, to which she then replies and says they not allowed to give out the other number. She wouldn’t answer me when I asked her why she then didn’t inform me of this, but rather chose to present me with false information.

he then disappears to the back again, comes back and asks for the phone’s serial nr. As well as an invoice. I had to remind him that he himself verified this information on the system the previous day, and at no point asked me for an invoice. He disappears again…… I eventually tell this lady to tell him that this time im leaving for real, I want my phone back. He then comes out, and with a **** attitude tells me that he is busy with my stuff, and he is now helping me while he was actualy busy with another customer as if this other customer is way more important than I am, and I should be thankfull that he is attempting to do something. I tell him that I don’t care, as he had more than 24 hours to sort this out already, and I need to get back to work. No apology of any kind is offered at any point in time. He does however apologise to the other guy he was helping – belittling me again.

How do you think your customers manage to pay for our subscriptions? That we don’t have jobs? Why is your other customer, more important than my query that’s older than 24hours, of which you knew you didn’t attend to the previous day? You failed to provide me with the service that I am entitled to as per the contract I have with you?

Even after I left, he still doesn’t bother to phone me to tell me how to proceed, probably thought, ***** you.

I demand an apology from that guy (which apparently is a supervisor) which I find very hard to believe, as the cleaning lady had a better attitude than he did, as well as the store owner. You will collect this phone from me at a time convenient for me, at your expense, as I will not waste a single extra second of my precious time begging you for the service that I am entitled to.

Upon you failing to react to this message by 12:00 Monday 21 January, will report you to ICASA.

The service in that store is absolute appalling, if you continue like this you will close your doors like your competitors are doing.