1 reviews | Active since May 2011
Policies/Clauses/Terms and Conditions/ MTN/ ##@#
So I bought a phone on 05/01/2015, and on 15/02/2015 i took it back because the battery was faulty. I would charge the battery and it would be very hot and yet not fully charge still.<br> <br> So Keletso who was assisting, took me to her supervisor. The Supervisor seemed to not understand Clause 2- 2.2 of exchange/refund/repair. The Phone has a battery problem, which means Exchange/Refund applies, it is not broken or damaged, why fix it then? This supervisor insisted that I am picking what suits me, i.e: Clause 2- 2.2 and she suggested that i read the rest of the clauses???? ***? the rest are totally different from my case because clause 3 talks of softwares, and etc. <br> <br> We dont want a situation where customers read the policies only to be misinterpreted in your stores. I still dont understand why she want me to read other clauses which are irrelevant to my phone's fauly problem. Anyway, I was told it will take a MONTH to exchange that battery and bring back the phone. Please read that policy again, and then refund me fully. You can keep that phone because i have already bought another phone. I cant wait a month for a battery to be replaced<br> <br> I asked MTN to explain that clause to her.
Thank you for your post. We value your feedback and the opportunity to respond.
We acknowledge your concerns raised. However, in order to investigate your complaint, we referred the matter to management at the store in question.
As part of our Cell Phone Returns Procedure, once a problem is reported, the handset, including all its accessories, must be submitted for an assessment to determine the cause of the fault. We have ascertained that it was explained to you that when the problem with the cell phone involves the battery, it is compulsory that it be sent to MTN for assessment.
We realise that you are not pleased with the decision taken, but will update you as soon as feedback regarding the evaluation is received from MTN. Should you have any other concerns, kindly contact us directly on ***, or send an e-mail to: ***.
Kind regards,
Charmaine
Thank you for your post. We value your feedback and the opportunity to respond.
We acknowledge your concerns raised. However, in order to investigate your complaint, we referred the matter to management at the store in question.
As part of our Cell Phone Returns Procedure, once a problem is reported, the handset, including all its accessories, must be submitted for an assessment to determine the cause of the fault. We have ascertained that it was explained to you that when the problem with the cell phone involves the battery, it is compulsory that it be sent to MTN for assessment.
We realise that you are not pleased with the decision taken, but will update you as soon as feedback regarding the evaluation is received from MTN. Should you have any other concerns, kindly contact us directly on ***, or send an e-mail to: ***.
Kind regards,
Charmaine