UPGRADE DISASTER - BAD CUSTOMER SERVICE

Good day

I went into a MTN store (Jaqueline Mall, Randhart Alberton) last week Monday to do a cellphone upgrade on my contract.

I did the upgrade in store, however, when I got home and took out the cellphone, I was unhappy with the device and went back to the store on Tuesday morning to do an exchange on the cellphone.

When I got to the store, the ladies there told me that I cannot do an exchange because the box had been opened and the manager was not available at the time…

I then contacted the MTN call center on Tuesday and spoke to customer care consultant Nteba who advised me that I could exchange the cellphone as long as it is within 7 days from purchase, even if the box had been opened. Nteba then sent an email to MTN Jacqueline Mall as well as the manager.

I called the store again on Wednesday, Thursday, Friday and Saturday still awaiting a response

The manager called today (06/12/2021) and told me that I cannot do an exchange, however the Customer Protection Act says I have 7 days in which to do an exchange which I am still within and would like to exchange my cellphone.