********* customer service

<p>On 30th April 2016 I took my handset to MTN Repair centre Midrand as I had a problem with the audio jack of my Sony Ericsson Premium which I got in February 2016. The problem arose 2 weeks after taking ownership of the handset. I usually took my handsets to MTN service centre in Crown Mines, but found out that the service centre closed in 2014. Before I could go to Midrand the handset fell and it was still functioning except for the audio jack and there was just 2 cracked lines on the back cover. The agent in Midrand advised me the handset will be sent to Sony for a quote for the back cover but I will be contacted 1st for the go ahead before they do anything. I was never contacted, so I decided to call the agent on Fri 13th May 2016. ..I was advised that the handset was declared a write off and a fee of R330 was payable by myself upon collection of the handset . On Sa****ay 14th May I collected the handset, and to my horror discovered that the handset was in a worse condition then when I handed it in initially. The back cover is full of cracks and is held together by a sticky plastic cover. If no work was done on the handset, why does it look the way it does. If the sticky plastic cover is removed then pieces of the back cover falls everywhere and the phone is basically a s****. Please see the below communication between the agent and I and please advise me if I am understanding it wrong.</p> <p>Hi Mary, my ref number is ALWIC***...thank you so much...Sandra</p> <p>Good morning Sandra thanks for your sms, The phone went to SSS and came back as BER due to extended physical damaged as per SONY external repairs ! Marilyn.</p> <p>Meaning is not repairable and out of warranty and it needs R330 and they will give you BER report to claim from Insurance. </p> <p>Marilyn I don't understand....out of warranty....if am just concerned about the headsets not working ...that is all</p> <p>Remember the back cover is cracked and I explained that before they can repair the problem they going to quote for the back cover however they didn't even quote it they decided to mark it BER and meaning the phone is write off they won't repair the headphones as well!</p> <p>What should I do? </p> <p>In view of the above, I feel that this matter should be reviewed as I have been a loyal customer of mtn since 1997 and should be compensated for this "mistake" ...</p>