what a shocking experience

I have been a customer of MTN for over 16 years now and I have never had such bad service as I have had recently. Firstly when MTN direct sent out my new device no information was passed on to me. I had to phone and chase the courier for the delivery on several occasions. Then the device seemed to be faulty after visiting MTN in canal walk I get told I have too many applications on the phone bearing in mind 99% were on the phone when I received it. They moved some of the applications to my memory card and was told that would sort out the problem and I will get my software updates and that was the problem. A couple of weeks later I go to another MTN shop as my phone was now doing strange things i.e.:- trying to dial out on its own, icons moving around, going slow, cutting my calls off etc. So I go back to a MTN store and get told they can send it in for a repair and check but that will take 3 weeks, if I go to Canal walk they have people there that can sort it out for me. So I go back to Canal walk as I can’t be without a phone, I then get told to go to the service repair centre in Montague Gardens. I explained the whole story to them the Lady was very helpful and efficient and asked me if I still had the box and all the bits which I did. I then went back the following morning with the phone and the box and all the bits, I booked the phone in under a warranty and was told about 3 weeks. Later that day I got a sms to say that my warranty had been approved and that I need to contact 808 to which I did and did on and off for approximately 2 weeks, for them to tell me to call MTN direct that they can’t help me. I call MTN Direct and they tell me to call 808. Now out of frustration I email the lady at the service and repair centre and she tries from her side. Do we have success no such luck she tried with several emails and eventually I get to sign the cancellation forms so that I can re-negotiate my up-grade. I was told 24 to 48 hours well a week later I go back nothing happening so I now speak to the manager as I am getting extremely frustrated as well as angry. The manager says she will let me know what is happening by the end of the day. At this point I think I am getting somewhere as by the end of the day I get a sms from her telling me that she has someone working on it for me and she will let me know as soon as she hears anything. That was on Monday I tried to call her on Thursday as I haven’t heard anything and the phone goes to voicemail, I left a message. No one ever answers the office telephone. It’s now Friday so I call in to speak to the manager and lo and behold the manager is not in - she is off till Tuesday and I am still without a phone a month plus down the line, and no news as to what is happening about it. I have now left a message with one of her colleagues to say I will be back on Tuesday. I really think that this is appalling service, when you phone into the direct lines the people don’t seem to give any help or interest they all seem to just want to pass the buck or they don’t know what they are doing.