TP
Tyrone P
1 reviews | Active since Dec 2015
17 Feb 2017, 11:19
Upgrade / Cancellation
<p>Hi.</p> <p>My wife's phone just stopped working yesterday for no reason at all. We proceeded to go to our nearest MTN store at Mall@reds in Centurion. The lady there informed us that the phone will need to be sent to Midrand to a repairer there, which will take 6-8weeks, however, if we take the phone in ourselves, it takes 24 hours to fix.</p> <p> </p> <p>The lady then said the only repairer in Midrand is actually currently closed due to gas leaks and they do not know when the shop will reopen. Sorry, but it will take even longer most likely. Why is there only one repairer in the whole of Gauteng???</p> <p> </p> <p>The lady then told us we can speak to the upgrade/retention department, explain our story and get a token to use, to upgrade sooner (my wife's upgrade is in the next month or 2). </p> <p> </p> <p>This morning my wife tried calling and got the worst service from the customer care advisers. I also tried calling in myself as I have more time available this morning. I tried 4 times to get through to the upgrade/retention department and waited no less than 10-15 minutes before hanging up and trying again. I am unable to get through to anyone and when I do speak to someone, they pass the buck and transfer without hesitation to which no one answers. What kind of service is that? And to be rude to your customers in the cherry on top. </p> <p> </p> <p>I urgently need assistance herewith. Please get a manager to come back to me as it seems your adviser's/ consultants don't know how to handle customers.</p> <p> </p> <p>Thanks</p> <p> </p> <p>Tyrone P.</p>
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MTN South Africa's replyOfficial
22 Feb 2017, 12:55Good day Tyrone,
Thank you for taking the time to raise your concerns and affording us the opportunity to address them. Kindly accept our sincere apologies for any inconvenience caused.
It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention.
Kindly be advised that our repair centre (HVRC) is fully operational as we have just confirmed with them so you can take the device to any MTN store and request them to book it is for repairs.
Also please note that the retentions department now only works through inbound calls for cancellations and upgrades so the account holder will need to contact 808 to be transferred to retentions. With regards to the service you received from the call centre when you initially called, please accept our humble apologies for the inconvenience caused and rest assured that the matter will be escalated to the contact centre management for their urgent attention.
Kindly accept our sincere apologies once again for any inconvenience caused. We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Kind Regards,
Tshepo M
REQ:***
Best regards,
MTN South Africa's reply22 Feb 2017, 12:55
Official
Good day Tyrone,
Thank you for taking the time to raise your concerns and affording us the opportunity to address them. Kindly accept our sincere apologies for any inconvenience caused.
It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention.
Kindly be advised that our repair centre (HVRC) is fully operational as we have just confirmed with them so you can take the device to any MTN store and request them to book it is for repairs.
Also please note that the retentions department now only works through inbound calls for cancellations and upgrades so the account holder will need to contact 808 to be transferred to retentions. With regards to the service you received from the call centre when you initially called, please accept our humble apologies for the inconvenience caused and rest assured that the matter will be escalated to the contact centre management for their urgent attention.
Kindly accept our sincere apologies once again for any inconvenience caused. We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Kind Regards,
Tshepo M
REQ:***
Best regards,