Worst customer service

On the Saturday, the 10th of October 2020, there was a network blackout in the whole of Kestell, Free State; this continued over to Sunday the 11th. As I travelled out of town to the nearby Bethlehem and Qwaqwa, I realised that this problem was confined to Kestell only. I then got into contact with MTN via Facebook and was attended to by some guy called Shane/SG. He then told me that I'll need to get in touch with Coverage as they're the ones who can assist with the issue I was raising. I was unhappy with his response because I know MTN has support teams that attend to issues over the weekend or even after hours. This guy was adamant that only coverage can assist, and that would only happen on Monday because coverage only work from Monday to Friday. He was so stubborn that he couldn't even see my point as what he was saying defied logic and made no business sense. Later on Sunday we had coverage for a while, approximately less than an hour and we were again left in limbo till the network was restored on our side at around 13:00 or so on Monday. I then called coverage just before 17:00 on Monday to find out what could have happened and I was told there was low power going to the tower. Now I was told that the problem was resolved on Sunday, which is not true. When I raised this, I was told changes on the customer's side could take time to kick in, could it take over 18 hrs?? Clearly I dispute that and it's a pity that nobody picked it up that we still had a problem after the reported "resolution".

Let's leave all that aside, my complaint is based on how Shane/SG handled this query on Facebook. The guy is clueless on how faults are handled at MTN and yet he's stubborn. How could an entire town that has no coverage since Saturday wait for Monday in order for the issue to be looked at? The person at coverage agreed with me that dashboards would raise alarms and technicians would then deal with the issue at hand. The guy had no empathy whatsoever. I'm truly unhappy with his service and clearly he doesn't know how MTN works.

Kindly look at his responses and advise on a way forward; he's misrepresenting your organisation and portrays MTN as irresponsible and uncaring towards its customers.

Thapelo ***