Worst service provider- "It is not MTN SP's problem, it is yours"

<p>Samsung Galaxy s6/s7 black out</p> <p>Phone gets a black out:</p> <p>MTN has full knowledge of the problem, but still sells the product to the clients. <br />MTN takes 6 working days to get the device sent from the branch to the HVRC through for a warranty check.<br />HVRC takes 30 working days to do the warranty check and approve the device</p> <p>I have device on a contract with MTN.<br />(06/05/2016)<br />The devive 'blacked out'. This means that one cannot use the device; even when it has power. It then goes to a dead mode.</p> <p>(08/05/2016)<br />Took it to an MTN branch (Jabulani Mall - Soweto), and I was told that I needed to pay R450.00 or take it to the branch i got the phone from; <br />even when the phone was still under warranty.</p> <p>(09/05/2016)<br />Took the phone to the MTN branch (Newtown) where I got the device from. A gentleman at the branch then told me that MTN is not responsible for damaged devices (even whilst under warranty)<br />He then told me that I should take the device to Samsung because they fix the devices. This was some gory story because the device was(is) still under warranty.<br />we then argued the facts about what he told, and they eventually decided that I should bring everything I got with the device.</p> <p>(10/05/2016) - (12/05/2016)<br />Went to the branch and I ws told the phone has not been sent to the HVRC team (A unit that 'specialised' with cell phone repairs within MTN)<br />I then get told that: "the reason why nobody had come to collect the device is because the company services has more than 3 million customers, with more than 300 branches".<br />Total "fat"</p> <p>(12/05/2016)<br />Later on the day; I went back to the branch and the lady agent (Lerato) advised me that someone did come to collect the device. I still did not have any proof that the device was taken to the repair centre<br />However, the MTN SP does not care about its customers because they don't even have a process to facilitate customer/service related issues.</p> <p>When you log the complaint on the MTNSP complaints site. You immediately got a sarcastically programed e-mail reply: "Thank you for your complaint"<br />Which was so cynical that it even tells me what is a complaint (Like I had to classify my complaint under the right cat..... You don't have it on the site)</p> <p>!!!MTN SP has no process to verify anything about the device / progress done.</p> <p>(13/05/2016)<br />Went to the branch to request some sort of verification that my phone was indeed taken in(@HVCR).<br />I was told I can dial a number (083 808 / 173). <br />The numbers were useless for me (in terms of what I needed) and do not work people.</p> <p>(23/05/2016)<br />Went back to the branch the following week to find out about the progress. I get an advise that the device is probarbly going to stay there for another 4 weeks (Just for a warranty check/approval?)<br />I thought (still do) it was ridiculous for me; because I was already going for 2 weeks without a phone.<br />After appealing with the agents, I then got the right numbers to this HVRC team *** - every time you call; you have to wait for 10 minutes average)</p> <p>Eventually, someone answered the call. The gentleman went through my query, and advised me that the 30 business day (1.5 months just for a warranty check/approval) count down <br />should only start on the day the device was received at HVRC.<br />He told me that they will expedite the whole 2 months wait. <br />I asked him to get me someone who could tell me if my device was to be fixed at some point so that I could decide on cancelling my contract.<br />He then tells me that I shall be liable to a cancellation fee (R1070.00 + remaining extra fees) regardless that MTN had voided/*******ed the service I was due to get.</p> <p>(30/05/2016 - 10:08 AM)<br />Today, after another 3 weeks without a device, I first went to the branch, I get told nobody knows if the device had been received or not.<br />So I go on to call the HVRC number again ***)! (wait 10 minutes for someone to acknowledge your call)<br />The first lady that I get to speak to hangs up on me. Infact, whilst we were speaking, someone mumbled that I was lying at the backround, that hung up.</p> <p>Later on, I called again; and spoke to another lady agent(~Venuah). Only then I get told that my device is under warranty, I am giong to get a new device.<br />But I first need to get a col number (Collection number). I asked her for a col number, and she told me that the system takes 2 to 48 HRS TO GENERATE the ****** number.<br />Then advised me to call again at 14:00 to check if the system was successful.</p> <p>13:26<br />Made another call to HVRC(10 minutes waiting). Another lady agent (Mahle Khambule) received the call. I told heer my frustrations. <br />She asked me for the IMEI#, then gave me the COL number; and advised me I could go to the brach to collect my device.</p> <p>I immediately went to the branch with the col number to collect the device, and I was told that I cannot get bthe phone.<br />I asked why, I was told the lady agent (Lerato) is on leave.</p> <p>I still do not have my phone.</p>