WHO'S PROBLEM IS POOR SERVICE DELIVERY

If I could rate - 5,I would

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To whom it WILL concern, I am absolutely appalled at the service I recently received at MTN Stellenbosch branch. A few weeks ago I enquired about a prepaid LTE product. The lady then told me it has to be a new sim with a new number (this was for use on my phone). With this information at hand, ofcourse I went back just over a week ago and paid R100 for the LTE simcard 10GB home uncapped. Upon entering the store the consultants on duty made no effort to appear remotely professional or willing to help. Chatting amongst each other, laughing and talking to customers as if they were friends. Friendly service is always welcome, but making small talk while we waited 45 minutes just to be helped.(yes I timed the interaction). Patiently waiting on them to finish their conversations, shamelessly.

Ofcourse when we did get to the counter things only deteriorated as the salesman that made the sale took his time, all while still chatting to his ***orkers. We essentially spent just over an hour in the store to purchase an LTE sim. A sim, that was not made aware to us only works with routers. The agent failed to inform us of this-despite the fact that we made it explicitly clear that it's for use in a smartphone. We walked out, 2hours later no service. As I work in technical support I tried to set up the APNs as per my knowledge, but allowed time for activation of up to 24hours.

The following day, we went back to the store as it appeared there's still no service. The professionalism of your staff had not improved. They were still condescending, rude and made remarks that's otherwise not appropriate infront of customers. The staff at MTN is the definition of lax- clearly no management is overseeing the day to day operations. Furthermore, at hour two on our second visit to MTN (Sunday) after what seemed like eternal troubleshooting - We were told to contact 135 the following day. Waited two hours to be told to help myself. This I have done numerous times, to no avail. The only means to speak to an actual agent is by dialing to ***** hotline. I advised the salesman that I have done that. The first time the person on the telephone just ended the call. No surprise there. We went home after requesting that we be given a call back. Despite the fact that 3 different cell nrs ws given to get a hold of us, I am still waiting till this day to get a call. It was the following day, that I, again had to dial the ***** line to speak to someone about the problem I ran into. Within 5 minutes the gentleman told me the product will only work with a router. Why was this information not disclosed beforehand? The first time I enquired about it? The agents knew the product was going to be used on a mobile phone - they still let us purchase it. Why? We now have 10GB of data we cannot use, R100 is lost and who will be held accountable for that? I rely on mobile data to do my job, in this economy one cannot go around throwing money away even if it's R100. Additionally I HAVE to note the lady, with the glasses - that was on duty those two days. She can be described and observed as highly arrogant, rude, condescending, inefficient and unprofessional. Infact I was even more appalled when a close friend of mine encountered the same rude service from exactly her,6 days later when she enquired about attempted ***** on her MTN contract. Instead of handling the situation with tact, compassion and efficiency, my friend left the store feeling looked down upon as a result of your sales' lady condescending body language, tone and facial expressions. This is the same saleslady-that cemented my determination to have somebody be held accountable because this complaint is just the start of a resolution that will have to be found.

MTN, is THIS the service you deliver? Are THOSE the service people you employ? Please have someone contact me because trust and believe this is not where I'm leaving this. As an individual working in the Telecoms industry, I have patience and understanding of difficult customers - hence my leniency the first time around dealing with this type of atrocious excuse of a service. I know the difference between determined and blatant laziness. What am I going to do with 10GB? If I can't use it will it be transferred to a sim that CAN use it or will I be refunded? This will be the only time I'm pinning down the problem and I am offering solutions. Please have someone contact me with viable options or a solid solution before this escalates to a point of it becoming a consumer rights issue.

I am expecting a prompt response with no excuses. I can and will not continue doing MTNs employees jobs for them as that is a fact that became evident the moment I had to explain what an APN is to the trainee. Why is that? I'm not getting paid to be lax. I shall expect your response in the name of service and suggest your pre-scripted excuses be shredded as I am not going to be playing over a problem like a local radio station.

Regards, Keith,