1 reviews | Active since Nov 2014
Uncer*****y
Good day, my name is Johan Hartzenberg. I've ordered a new contract from MTN on the first of September 2017. The agent assured me that the parcel would arrive within 2-7 days upon application approval. That same day the contract was approved and I eagerly awaited the parcel. after a few working days I wanted to know where the parcel was, but they couldn't successfully tell me where it was and had me transferred to the courier company, DSV Maldives. The courier company could not trace the parcel because it still wasn't handed over to them by the mtn warehouse. I then phoned MTN to query concerning the whereabouts of the parcel where they only told me that it is in the warehouse. I then phoned after the 7 days passed and got told that the delivery would take place within 5-10 working days and that the first agent gave me wrongful information. after speaking to the agent I then waited again and on another phone call to MTN got told that the parcel would arrive between 10-14 working days. Its frustrating to have no one co operate with this, every time they transfer me between the two companies to find out whats going on but no one can help me. On my last phone call with MTN, THey assured me that the online department would phone me as soon as possible to sort the issue out, but I've been waiting the whole day and still had no phone call from their side.
Dear Johan,
Thank you for your post.
We apologize for the inconveniences that you have experienced as a result of the laps in service. We completely understand the frustration it causes.
We had introduced a new system that later gave teething issues and as a result customers ended having to wait for delivery of devices longer than what the process permits. We have reverted to the old system with our courier service partners. This is so we can correct the errors and try to get all customers what is due to them. This may however take a bit of time to resolve.
I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
We apologise immensely for this matter and the service you have received from us thus far. Do note that we are actively trying to resolve this matter and your patience with this is highly appreciated.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
Dear Johan,
Thank you for your post.
We apologize for the inconveniences that you have experienced as a result of the laps in service. We completely understand the frustration it causes.
We had introduced a new system that later gave teething issues and as a result customers ended having to wait for delivery of devices longer than what the process permits. We have reverted to the old system with our courier service partners. This is so we can correct the errors and try to get all customers what is due to them. This may however take a bit of time to resolve.
I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
We apologise immensely for this matter and the service you have received from us thus far. Do note that we are actively trying to resolve this matter and your patience with this is highly appreciated.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,