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doniven P

1 reviews | Active since Oct 2011

05 Sept 2018, 10:43

WORST SERVICE EVER !!!!!

This is the Worst Unprofessional Service EVER encounter from a service provider and this being a new contract! I app**** for a new contract phone more that 3 weeks ago and first the store in Wonderpark no 134 near the movies doesn`t have stock! Needless to say they can`t tell me how long it will take...3 weeks later and calling the store nobody gets back to me and don`t want to apply all over at other cellphone shops and being closes to home and because the more you apply it influence your credit score! So Saturday my Dad when with and Jabu who assisted me , said they still waiting for stock and there`s not a Manager available who can assist us.So Jabu quickly now all off a sudden calls around and can get a phone from Woodlands store ( not the color I want ) and will get it the latest today the 5/09/2018. Following up on Monday to confirm that I`ll get the phone today ,the same old story ...still waiting and called HQ and spoke to Ismael ( unfortunately didn`t get his surname ) and still waiting for his feedback ,Jabu called back and said I`ll get my new phone Wednesday ! Calling today the arrange to collect my phone Jabu isn`t at work at a course and Nobody know anything and surely he knew about the training /course not from this morning only... ,the Manager isn`t available and called HQ and what a run around everyone just passes the buck !!! Is their No one that can assist and live up to your word ? This is a Multi Million rand Business and the way your engaging in new business is shocking...Hopefully this message will reach the right person and can get my phone today !!!!

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Replies (9)
MTN South Africa
MTN South Africa's reply05 Sept 2018, 12:37
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

Our sincere apology for not as received the device. (I-Phone Plus 8 ) Thank you for your time online.

We have escalated the complaint to the Regional store managers to intervene with Wonderpark for feedback when the device will be received in the store from Woodlands. The account is not as yet created with the ID, the account will only be created once device is received in store. Once created we will give the client a 1 month goodwill credit for the device for the long waiting period of 3 weeks to receive the device.

We will follow up and give feedback.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

MTN South Africa
MTN South Africa's reply06 Sept 2018, 11:29
Official

Thank you for your time and patience.

I had a chat with Jabulani Seretlo at the Wonderpartk MTN Stores he confirmed hat the device for the iPhone 8+ 64G in grey has been picked up by Woodlands MTN stores. He confirmed hat the device will only be delivered to the Wonderpark store next week.

I have contacted the credit controllers for assistance if its possible for the device to be delivered sooner to Wonderpark MTN store.

We are waiting for feedback from High Grave head office. if the device can be delivered sooner to the stores.

Kind Regards,

Alice van der Merwe

'

Best regards,

dP
doniven P's update06 Sept 2018, 11:45
Reviewer Update
I must express my gratitude to you Alice van der Merwe , since yesterday from the first call you have insure me that I`ll get my device ASAP and you are communicating in the Best Professional manner and that is what I expected from the start. You are really making a difference and really hope that Senior Management get this message and will also rate the service in writing when I`ve received the device .
MTN South Africa
MTN South Africa's reply06 Sept 2018, 14:58
Official

Thank you for the compliment

We have received feedback for the delivery of the device to Wonderpark.

See feedback:

I will collect tomorrow in the morning from Centurion and deliver to Wonderpark. The agent will be in contact with you once the device is in store.

The account holder need to make sure that all questions is ask in store when device is received, the most important part is to make sure that the agent assist the client to set up the usage limit for the account not to be billed for any additional billing . So once allocation received is used up the client can the load. The client can activate the MyMTN app as well on the device to check balance and load service from the app, for assistance with this the account holder may ask to store to assist her to set this up for her.

Kind Regards,

Alice van der Merwe.

So glad this is resolved. Thank you for your patience and welcome to MTN.

Best regards,

MTN South Africa
MTN South Africa's reply06 Sept 2018, 15:10
Official

Once the client received the device MTN insurance can be requested. Email request can be send to Pinnacle insurance for the form to be send to the client . The client can email the form back to Pinnacle insurance for the insurance service to be added on the MTN account as a additional service fee charge monthly the email address : ***

Regards,

Alice van der Merwe

Best regards,

dP
doniven P's update07 Sept 2018, 16:29
Reviewer Update
I must convey my appreciation and gratefulness to Alice van der Merwe ,you are truly a gifted person to short out problems with the highest Professional manner and a person off your word! You are more than helpful in the greatest sense off understanding the frustration I went through and have shorted out a problem in 48 hours that the store in Wonderpark MTN could not do in 3 weeks. I salute you and on a scale off 1 to 10 you are a 12 !!! I really hope you get the recognition from Senior Management and that Mr. Daniël Ackerman appreciate you as an individual sorting out customer complaints on the highest professional level and you are a person off you word and not empty promises! I will recommend you anytime and are a great example to others and also the token off one month Goodwill credit from your side is really amazing and speechless !!! Job well done and thank you again !!!
MTN South Africa
MTN South Africa's reply12 Sept 2018, 09:29
Official

Good day Doniven,

The stores confirmed that the device was picked up Friday, Glad this is resolved.

The account has been created, MTN account A***.

Invoice date is the 11th of every month

Allocations to sim card every month on the 12th.

Debit date on the 1st of every month. System bills the account in arrears and allocations in advanced.

Usage limit set to R0.00

The goodwill credit for 1 months promo fee of R580.00 was approved today and will reflect on the account in 2 days.

Kind Regards,

Alice van der Merwe

Best regards,

MTN South Africa
MTN South Africa's reply13 Sept 2018, 08:39
Official

This is just notification that the credit for R -580.00 is reflecting on the account.

Your complaint is now complete.

Take care.

Kind Regards,

Alice van der Merwe

Best regards,

dP
doniven P's update13 Sept 2018, 16:39
Reviewer Update
Again Alice ,thank you and really there must be more persons like you in this world ! Have a Blessed day and again thank you for everything that you have done !!! Awesome ,BEST Service Ever !!!!