Worst customer service call

<p>Good day</p> <p> </p> <p>i contacted MTN customer care (808) on 31/07/2017 @ 18h12. i got the unfortunate experience of speaking to Maralese. Not only was Maralese rude and not knowledgeable with MTNs policys and procedures, and couldnt understand what my concern is. Maralese also blantenly denied me access to speak to a supervisor when requested on numerous times. </p> <p>I upgraded my contract with MTN about 3months ago with a samsung S7 edge on MTN contract. Recently my earphones stopped working. i took my device to Samsung customer care and the first technican visibly saw my phone and said that the device has been damaged by myself and i have to pay foor the repairs. i contacted MTN and was told by Maralese that since i damaged my device, i have to pay for the repairs. This is unacceptable that i damaged my device by "using my earphones" as intended and designed to do so </p> <p>Maralese kept stating that i should fo read my T&Cs and warranty page as i damaged the device and am responsible for the damages. i inquired where on the contract is the T&C relating to the warranty to which he didnt know how to explain to me and was not knowledgable about his companies policy. This is unacceptable that MTN will trust a consultant to speak to clients and give advice to which he has no idea about. When i asked to speak to a supervisor i was told over and over - there is no supervisor and i felt that there is nothing that MTN can assist me with. Does the management team not work after 6pm - that is what i was told. It must be a good life as a manager to not work after 6pm and leave staff unsupervised. Or is the working conditions of MTN that all staff makes the final decisions and supervise themselves. </p> <p>The technicians at Samsung are now opening up my device as there is NO PHYSICAL damage to the device to determine the cause. i wish MTN would have insisted that be done before making a decision on not helping me. MTN customer service does not help the customer but uneducated staff makes informed decisions. </p> <p> </p> <p>Sincelerely and utterly annoyed</p> <p>Mr Grayson-Lee Pillay</p>