When did simple upgrades become higher grade?

<p>Since the 7th of August I have tried to finalise my upgrade. I have been due an upgrade for a while now and am a loyal and fully payed up customer so am really struggling to understand why - almost 3 weeks later - I still have not been able to upgrade. The service received by the branch in Newmarket mall is shockingly unprofessional and that through Mtn direct is no better. Having tried both avenues, endured the painful comedy of errors that is the clashing of in-store versus on-line systems, I am left wondering if Mtn does not care to bother with customer service and whether I should even remain a customer of theirs. The upgrade I wanted was a Samsung S7 bundle deal which I now apparently can no longer get from another branch. Had the Newmarket branch followed through on their business commitment when I first approached in the beginning of the month (or been upfront about being indifferent towards customer service in which case I would have gone to another branch then already) I would not be in this situation but instead would be enjoying my new handset. Surely in the two years since my last upgrade - which took next to no time between entering the branch (which has sadly since closed down) and leaving with my new contract - Mtn has not made this process of upgrading more complicated? So why then am I having to fight just to do business with them? </p>