Worst Service Ever

My Dad bought a new LG phone from MTN store in November 2018 and within 6 months the phone started giving him problems. he took it into MTN for repairs in April 2019 and the phone is still not fixed we are now in July 2019, and his number has now been given to someone else what? is MTN being for real? This phone is on contract, with insurance and has a 12 month guarantee. My Dad has been paying for the phone even while it has gone for repairs.

Apparently they didn't have parts to fix the phone but no one even bothered to call and let him know that He would have to wait for how long, what service is that He was suppose to be given an estimated turn around time at least, not be just left hanging, that is so not cool. My father has been dealing with an Agent named Benny from the MTN store in Balfour Park Johannesburg,Gauteng and they have been communicating since.

They told him it was on it way as the courier company was dispatched to the shop several times and He could come and get it. Only to arrive and the phone is now in Balfour Park Mphumalanga, like why so much confusion, they should known which Balfour park the phone was from. Not only that the phone is still not fixed and they are still waiting to hear from repairs.

It been 3 months and still no phone just apology upon apology which doesn't help my father case. The question I have is the phone has 12 month guarantee which means they could have just given my Dad a new phone. Guarantee means: "a formal assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality". Since it was taking forever to repair it, then they should have given Him a new phone as it did not last for the guaranteed time frame.

He has since asked Benny to get his Manager to contact Him, but that hasnt happened either. I think He should be given and new phone and reimbursed his monthly payments for April - July 2019 as His number is now with another person, of which we don't know if my Father is the one paying for the data usage and minutes on that number. He need answered ASAP.

Please contact Him directly on: *** this is super urgent and this back and forth has gone on long enough or I will be putting this on every social media page I have and also notify https://www.icasa.org.za/ of the delay.