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Aggie G

1 reviews | Active since Sept 2017

20 Sept 2017, 11:08

Upgrade gone wrong

I did an upgrade on the 10/09/2017 and received the phone on the 15/09/17. I returned the phone to MTN at Northgate as i did not want the color black but instead the color gold in the P10 Lite. I was told that the Gold colour is out of stock but some of the branches have it in stock apparently as i called them just to confirm. Was told to call Monnica today as i returned the phone to her as apparently they do not have a landline in the store. But guess what Monnica isn't even answering her phone today. Been trying to contact MTN on the ********** but i've been holding for hours with no response. I'm so frustrated with MTN with their bad service as i've been calling from one point to the next, i'm even thinking of cancelling my contract with them.

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Replies (2)
MTN South Africa
MTN South Africa's reply21 Sept 2017, 15:40
Official

Good day,

Thank you for your post.

We apologize for the inconveniences that you have experienced. We completely understand the frustration it causes.

We would like to advise that this matter is receiving priority attention. We have referred the matter to the regional Management as urgent therefore we anticipate a resolution of the issue within the shortest period possible.

Should you require any further assistance with your account, please write back to us and we will attend to the matter accordingly.

Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst

Best regards,

AG
Aggie G's update25 Sept 2017, 11:28
Reviewer Update
Good day I am still waiting as i tried upgrading again on the 22/09/2017 but the current upgrade hasn't been cancelled yet. The MTN staff at Morningside said it would take time since it was an online upgrade which made me even more worried if this matter was ever going to be resolved. How long will the cancellation process take as Joshua one of the call center staff was not helpful at all as he said there was nothing he could do, i can even get a new contarct somewhere else if i want,as he suggested. I do not understand what's so hard about crediting/ reversing back the upgrade to my account. As one of the call center staff and asked why the phone was returned and she said we could have just bought a new Gold cover for the phone as since we returned the phone, we are still going to wait for more than three weeks for another phone. I must say some of your staff are really not friendly at all, i wonder why they even working as it seems like they are forced to do their jobs. Kabelo i hope that the matter will be resolved and you not just replying to comfort me, just to keep my hopes up. I'm even thinking of going to Speak Out or taking this matter towards a legal path if it does not get resolved this week.