AK
Allanna K
1 reviews | Active since Mar 2013
04 Feb 2015, 14:43
Unnaceptable service
Upgraded out data contract which included the Sony xperia z2 tab on Sunday. When we started using it we noticed the screen was loose, in addition we had difficulty inserting a sim card and even more removing it. I returned to the store the following day only to be told they had no stock and referred me to Zewenwacht, an hour out of my way! The Zewenwacht store then refused to swap it despite the 7 day OBF policy. I then went back to Cape Gate and asked to speak to a manager only to be told there wasnt onenon duty? The guy who assisted me said he would mail Sony and get back to me. Today i went back as i still hadnt recieved feedback, he said he was still waiting and it wasnt up to MTNs to replace the tab but rather Sony's. I asked to speak to the manager, only to be told she was busy and he needed to mail her the details!!! A walk in center with no manager, Joke! I asked for the HO number, i was given 3, surprise...surprise.. None worked. <br> I would like to know from MTN is this acceptable service to give your existing customers? And why are you not following your own policies?<br> <br> Looking forward to your response.
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MTN South Africa's replyOfficial
16 Feb 2015, 15:50Hello Kitsonallanna,
We are truly sorry for any inconvenience caused. It was not our intention to have dissatisfied you in any way.
We have now contacted the management team within the store to confirm why you were sent to a different store to collect a new device when the upgrade was done at the Cape Gate store.
All our customers have the right to speak to the manager if they are not happy with the service received by the front desk consultant.
Once we get feedback from the store, will we contact you directly.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused. It was not our intention to have dissatisfied you in any way.
We have now contacted the management team within the store to confirm why you were sent to a different store to collect a new device when the upgrade was done at the Cape Gate store.
All our customers have the right to speak to the manager if they are not happy with the service received by the front desk consultant.
Once we get feedback from the store, will we contact you directly.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,
MTN South Africa's reply16 Feb 2015, 15:50
Official
Hello Kitsonallanna,
We are truly sorry for any inconvenience caused. It was not our intention to have dissatisfied you in any way.
We have now contacted the management team within the store to confirm why you were sent to a different store to collect a new device when the upgrade was done at the Cape Gate store.
All our customers have the right to speak to the manager if they are not happy with the service received by the front desk consultant.
Once we get feedback from the store, will we contact you directly.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused. It was not our intention to have dissatisfied you in any way.
We have now contacted the management team within the store to confirm why you were sent to a different store to collect a new device when the upgrade was done at the Cape Gate store.
All our customers have the right to speak to the manager if they are not happy with the service received by the front desk consultant.
Once we get feedback from the store, will we contact you directly.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,