Unhappy customer

To whom it may concern.

Dear Sir/Madam

My name is Mr Yusuf Ganief and I would like to bring the following experience I had to your attention. I am a loyal MTN supporter for many years and now recently had a bad experience I would like to be addressed. I was due for upgrade to one of my two contracts. I visited the MTN store on the 18 November 2022 and knew exactly what I wanted as an upgraded phone. I spoke to the salesperson who told me that if I take the particular requested phone I will jot receive ie cover neither charger. He introduced to me a name brand I wasn't fami**** with and insisted I should change my regular brand as I will receive earpods and several other assesories with the phone. I still wasn't convinced until he indicated that if I wasn't happy with purchase he will accept and exchange within 7 days to which I agreed.

My fingerprints wouldn't be picked up on system and he assured me that he will sort out everything via head office and when finalized will contact me to collect. The salesperson contacted me a few days later and I collected the device on 21 November 2022 from the MTN store in Vangate Mall. I Had to initi and sign documents which the salesperson handed me pointing out where to sign and initial. I didnt receive a tax invoice neither copy of contract from the salesperson. I was still using my old phone as I didn't have the time to have the new device set up. On 24 November I took it to the OPPO agent who assisted me in setting up the phone. My experience with the device was upsetting as I experienced something different as from what the salesperson told me. I decided to return the device on Saturday 26 November 2022. I went straight to the salesperson and told him I am not happy with the device and want the device I came for. He wanted to know what was wrong and I told him my reasons as this phone was a downgrade if I look at my old device.

He called the OPPO agent who looked st the device and couldn't understand why I didn't want it. He handed the device back to me and disappeared. I asked to speak to the Manager who advised the salesperson to sort me out. We went to the salesperson desk and he showed me if I want to cancel I will have to pay MTN R9000-00 and a bit as a settlement. I told him there's no way I am gonna pay that amount. I left the store as it seemed clear that nobody wanted to assist me. All I wanted from them is to exchange the device for what I initially came for. I didn't want to cancel contract but wasn't happy at all with my purchase which the salesperson persuaded me to take. I went to another store where I seeked assistance and was told to go back to existing store and speak to the manager again. I was informed that agents sell iff products to earn extra commissions and I don't think this is something good. I am now sitting with a device I initially didn't wanted but due to the promise of the salesperson of replacement if I am jot happy within 7 days I took that risk. All I want is to exchange this device for the device I want and we can carry on as per normal.

I hope you are able to assist as I am still within the cooling off period of 14 days. I went to the store again today but the manager is never available hence the reason I am sending my concern to you with the hope that you are able to resolve this matter

Awaiting your response with regards to this matter. Please be so kind to take action before the 14 days are over as it will just create more problems for me.

Thanking you in anticipation and awaiting your response/reply

Yusuf Ganief