Correspondence with MTNSP and MTNDD

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mancombseepgood

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MTNSP and MTNDD - My Vent (Nothing Personal)

Just thought I'd put this out there for other opinions. NB - this is not a personal thing against anyone, it is just one of those posts where I vent my frustration with MTN like everyone else.

1. I originally posted a complaint on Hellopeter.com regarding changing my numbers at MTN - an existing contract was about to expire and I wanted to keep the number by switching it with another exiting contract I have with one year left on it. MTNSP's call center told me twice it couldn't be done. I was cross, so I posted on Hellopeter.com and got a reply from Paul that it can indeed be done when my contract expires. I contacted Paul a day or two before it expired and confirmed that it would be done - he said it would be done on Monday the 2nd.

2. Monday 2nd came and went and nothing had been done so I tried in vain to contact Paul and posted a request to MTNDD. Later in the day I got confirmation that it had been done.
My Mychoice 75 contract which the number was switched to, had over R500 credit available since I had not been using it for some months and there is an accumulated value of R75 per month included in the contract (it rolls over if not used). I queried this credit as it was no longer available and understand that it was deleted when the number changed.

Here is the communication between myself and MTNDD to date:

Re: Please help
Originally Posted by Onepostwonder
I have been trying to get hold of Paul at MTNSP and haven't been able to - I was promised my MSISDN swap by yesterday and haven't had it yet - as a result, I have been losing business and can't use my bank. Please help out if you can... my MSISDN no's are 0835005959 (the one I want to keep - contract has expired) and 0835554168 (the existing contract - I want this number changed to the previous one.)
Thanks.
Click to expand...
Good day,

I've just sorted it out for you cell number 835005959 is now active

Thanks MTNDD
Click to expand...

Re: Please help
Quote:
Originally Posted by Onepostwonder
Any Idea what happens to my bundle, etc on the old 0835554168 number? I tried 16202 but am being told my number is not on the system.
Thanks!
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Good day,

I don't see a bundle on your current package which one do you need loaded?

MTNDD
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Hi - sorry, maybe it's not a bundle - but I may have had some credit (the R85 accumulated inclusive airtime which I have only started using recently). Thanks.
Click to expand...

Hi I'll get Paul to look at this for you ASAP

Thanks MTNDD
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F.Y.I.
Sure, I actually wasn’t aware of that.

I’ll pass a credit for R100.00.

Regards,
Paul Rozycki
GE's Exec Team - Consumer BU
Office of the Group Executive
MTN Service Provider
--------------------------------------------------------------------------------
From: ***** *****[ MTN – Innovation Centre ]
Sent: Tuesday, 03 October 2006 12:46 PM
To: Paul Rozycki [ MTNSP - Innovation Centre ]
Subject: Please advise ASAP

Paul can you maybe arrange a bit of a credit or something as when you deactivate the number and reactivate then you lose the minutes, let me know if you can assist?

Thanks ****
Forward Message
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Re: F.Y.I.
Originally Posted by Onepostwonder
Uh - did anyone bother to check how much credit I had? The last time I checked it was over R500...

Although I used some data on the weekend...
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Good day,

There was no data bundle on the line so if we look at the package it’s on My choice 75 or something like that so how could you have R500, please advise and I can look into this for you ASAP……….

MTNDD
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Originally Posted by Onepostwonder
It's quite simple math:
I had a Procall 300 or something contract for phone and another contract (Mychoice 75) for data with a sierra wireless card. I got a 100 Mb bundle for the Prochoice 75. I replaced my phone with an EDGE model and had the 100Mb bundle transferred to my Procall 300. The Mychoice 75 sat for some time accumulating R75 per month (Data bundles don't accumulate anyhow - only this kind of inclusive time). When my Procall 300 expired over the weekend, i used my Mychoice sim for calls and internet (don't need a data bundle to use internet). Before the weekend, I had over R500 in accumulated airtime (R75 per month x roughly 7 months or so?). But I suspect this had gone down.
As I said in my previous post, not to worry.
Click to expand...
Click to expand...
Good day,

I'm sorry I don't work for MTNSP so I can't see what package you were on or what you had in terms of minutes if you had a previous contract and you terminated it then you would lose your fee minutes and any services that were on there, if I check the screen dump of your current profile the package that was left over is the MYCHOICE 75 and there are no free minutes or bundles[/quote]

Onepostwonder said:
I'll give you credit for having a better handle on the tech stuff than most, but c'mon - surely you know that Mychoice 75 includes R75 per month which rolls over if not used! It's all here:
http://www.mtn.co.za/?pid=5862
With MyChoice 75 and MyChoice 75 TopUp, you can spend R75 on anything you like - from calls, messaging and data to downloading ringtones and wallpapers from MTNLoaded.
Click to expand...
This is what I am referring to...
besides, I did say that I checked with the balance enquiry system before the weekend Friday and was told I had over R500 available balance. I am not trying to do anyone in here, I am just making a point. And as said before, I am OK to write this off anyhow... I just don't understand this attitude that I am trying to crook MTN.
Click to expand...

NOW....
MY ACTUAL VENT IS....
1. I feel compelled to point out that i am not trying to do anyone in with these queries for the airtime.
2. I don't see why this (and so many other queries I have had over the years) has had to become such a time waste to me - I was under the (wrong) impression that I was dealing with one firm when i signed up at the stupid yello shop in the first place (I have spent over R40 000 to date at MTN over the past three years or so).
3. Why is it so difficult to check up on usage and available credit on a Mychoice 75 contract (even after numbers are swapped) - after all, I will be billed for any usage no doubt! I can count on a bill at the end of the month I bet! It's in a computer somewhere? Do I need to go to MTNSP to find out something that someone at MTN with a PC in front of them can find out?

Now... I must add that I think MTNDD is fabulous with his support... but also add that the main reason we all fell that way is because he is comparitively so much more efficient and concerned than any other MTN employee we deal with at the call center or offices. Without taking away from the fantastic job you are doing MTNDD, I want to say that this is the single most frustrating thing for clients of Cell providers....
Lack of care and inefficiency of call center staff... Despite the profits made and money we spend.!
 
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Onepostwonder said:
Just thought I'd put this out there for other opinions. NB - this is not a personal thing against anyone, it is just one of those posts where I vent my frustration with MTN like everyone else.

1. I originally posted a complaint on Hellopeter.com regarding changing my numbers at MTN - an existing contract was about to expire and I wanted to keep the number by switching it with another exiting contract I have with one year left on it. MTNSP's call center told me twice it couldn't be done. I was cross, so I posted on Hellopeter.com and got a reply from Paul that it can indeed be done when my contract expires. I contacted Paul a day or two before it expired and confirmed that it would be done - he said it would be done on Monday the 2nd.

2. Monday 2nd came and went and nothing had been done so I tried in vain to contact Paul and posted a request to MTNDD. Later in the day I got confirmation that it had been done.
My Mychoice 75 contract which the number was switched to, had over R500 credit available since I had not been using it for some months and there is an accumulated value of R75 per month included in the contract (it rolls over if not used). I queried this credit as it was no longer available and understand that it was deleted when the number changed.

Here is the communication between myself and MTNDD to date:











Good day,

I'm sorry I don't work for MTNSP so I can't see what package you were on or what you had in terms of minutes if you had a previous contract and you terminated it then you would lose your fee minutes and any services that were on there, if I check the screen dump of your current profile the package that was left over is the MYCHOICE 75 and there are no free minutes or bundles
Click to expand...
[/QUOTE]



Good day,

Just wanted to advise that it terms of what ever you had in terms of your credit we'll gladly credit you, In order to make the above possible we needed to cancel you second contract at the point of doing that my mistake was that I did not check how much you had in terms of your credit which I do apologize for but I was only trying to action this as a matter of urgency due to the fact that you were losing business.

I've asked Paul to look at crediting you in full that's not a problem.

MTNDD
 
Under the circumstances, i want to request that nothing be done to my account (as previously indicated - I am OK with it). I can't afford any more glitches... let's just continue until this one expires, then I'm outta here...
 
Onepostwonder said:
Under the circumstances, i want to request that nothing be done to my account (as previously indicated - I am OK with it). I can't afford any more glitches... let's just continue until this one expires, then I'm outta here...
Click to expand...


Good day,

Onepostwonder

As per your request no credit to be passed

MTNDD
 
Onepostwonder said:
Just thought I'd put this out there for other opinions. NB - this is not a personal thing against anyone, it is just one of those posts where I vent my frustration with MTN like everyone else.

NOW....
MY ACTUAL VENT IS....
1. I feel compelled to point out that i am not trying to do anyone in with these queries for the airtime.
2. I don't see why this (and so many other queries I have had over the years) has had to become such a time waste to me - I was under the (wrong) impression that I was dealing with one firm when i signed up at the stupid yello shop in the first place (I have spent over R40 000 to date at MTN over the past three years or so).
3. Why is it so difficult to check up on usage and available credit on a Mychoice 75 contract (even after numbers are swapped) - after all, I will be billed for any usage no doubt! I can count on a bill at the end of the month I bet! It's in a computer somewhere? Do I need to go to MTNSP to find out something that someone at MTN with a PC in front of them can find out?

Now... I must add that I think MTNDD is fabulous with his support... but also add that the main reason we all fell that way is because he is comparitively so much more efficient and concerned than any other MTN employee we deal with at the call center or offices. Without taking away from the fantastic job you are doing MTNDD, I want to say that this is the single most frustrating thing for clients of Cell providers....
Lack of care and inefficiency of call center staff... Despite the profits made and money we spend.!
Click to expand...

Onepostwonder said:
Under the circumstances, i want to request that nothing be done to my account (as previously indicated - I am OK with it). I can't afford any more glitches... let's just continue until this one expires, then I'm outta here...
Click to expand...

My opinion:

Your request to change your cell number from one contract to another – although not an unreasonable request – is not a usual type of request. I agree that the lack of care and efficiency of the call centre staff is a major problem at all the cell companies, however once your problem had been escalated to more senior staff it certainly appears that they tried to solve your problems. Reasons why it did not work correctly were explained in the posts you listed from MTNDD.

IMO by rejecting an attempt to rectify the mistake is counterproductive as it leaves the person trying to help feeling he is wasting his time and less likely to assist in future. If you complain allow the company to fix the situation and only walk away once they refuse or are incapable of solving your problem.
 
mikef said:
My opinion:

Your request to change your cell number from one contract to another – although not an unreasonable request – is not a usual type of request. I agree that the lack of care and efficiency of the call centre staff is a major problem at all the cell companies, however once your problem had been escalated to more senior staff it certainly appears that they tried to solve your problems. Reasons why it did not work correctly were explained in the posts you listed from MTNDD.

IMO by rejecting an attempt to rectify the mistake is counterproductive as it leaves the person trying to help feeling he is wasting his time and less likely to assist in future. If you complain allow the company to fix the situation and only walk away once they refuse or are incapable of solving your problem.
Click to expand...

Well Said !!!
 
mikef said:
Reasons why it did not work correctly were explained in the posts you listed from MTNDD.
Click to expand...
But why I had to vent on hellopeter first and then phone MTNSP twice when they had the event diarised were the main reasons for my frustrations.

IMO by rejecting an attempt to rectify the mistake is counterproductive as it leaves the person trying to help feeling he is wasting his time and less likely to assist in future. If you complain allow the company to fix the situation and only walk away once they refuse or are incapable of solving your problem.
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I don't agree... what was counter productive was questioning me over and over about an issue that I made clear from the start - there should have been credit on my account - instead of checking it out first. Maybe MTNDD can't do it cos he doesn't work for MTNSP, but how must I know that there is a completely seperate computer system between MTN and MTNSP... and besides, it seems there is a much more fluid line of communication between MTNSP and MTNDD than between myself and them. And I have been asked to post here before venting on Hellopeter.com anyhow as MTNDD would like a crack at them.

I MEAN.. CRIKEY MTN... HOWS ABOUT LISTENING TO YOUR CUSTOMERS FOR A CHANGE INSTEAD OF MAKING OUT LIKE THEY ARE LIARS AND CHEATS?

I'll never forget the time my phone was stolen two months before I was eligible for an upgrade. I went into the local MTNSP shop and asked if I could get an early upgrade by signing up for the additional two months (i.e. 14 months). They said "sorry - buy a new phone". After much back and forth with them, I eventually put what I thought of this idea on Hellopeter.com. Needless to say, Paul called me in a hurry and said I can indeed upgrade. I went back to the MTNSP shop and while I was standing there in the queue, a gentleman in front of me told them a similar story to mine and without asking questions, the rep said "Sure Mr. so and so, of course we can upgrade you early... come this way please". Maybe he had a Procall 600 when I only had the 300, I dunno, but then and there I decided to cancel MTN for good.
 
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I see

mikef said:
it leaves the person trying to help feeling he is wasting his time and less likely to assist in future.
Pitbull said:
Well Said !!!
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Can we assume that MTN's attitude is that customer's walk away too often before the problem is fixed - hence their staff are unhelpful?
Kinda makes sense now... but it's a bit of a vicious circle dont you think?
 
Onepostwonder said:
Can we assume that MTN's attitude is that customer's walk away too often before the problem is fixed - hence their staff are unhelpful?
Kinda makes sense now... but it's a bit of a vicious circle dont you think?
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I'm sorry you feel I was unhelpful I'm admitting that I made a mistake by not checking with MTNSP how much you had before I actioned your request my objective was just to action this for you as you were losing business and I also offered to get your line credited which you declined.

:(
 
MTN_Data_Dude said:
I'm sorry you feel I was unhelpful I'm admitting that I made a mistake by not checking with MTNSP how much you had before I actioned your request my objective was just to action this for you as you were losing business and I also offered to get your line credited which you declined.

:(
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Just got confirmation you where contacted again this afternoon. Hope you'll give MTNSP the change to try and bowl you over going forward.

;)
 
I never said that

MTN_Data_Dude said:
I'm sorry you feel I was unhelpful I'm admitting that I made a mistake by not checking with MTNSP how much you had before I actioned your request my objective was just to action this for you as you were losing business and I also offered to get your line credited which you declined.

:(
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Please quote me where I was indicating you were being unhelpful.
As mentioned to Paul this afternoon, my problem was not the credit amount being lost or the amount that was lost. I was merely interested to see if anyone had checked it. When I got feedback that I can have 100 bucks credit no probs, I was a little irate that once again, no-one checked it. Then when I pointed out that it was over R500 on Friday, I was questioned how I could possibly have had R500 credit on such an account. Of course, I then had to explain myself a few times to create the understanding that I am not the kind of person to take a chance for a few hundred bob - hence my willingness to write it off... All I needed was an "Oh, I see what you mean - I understand how that could have been".

Thank you BTW Clive and Paul for sorting this issue out - let's not lose sight of that point.

My opinion on the real MTN and MTNSP problem is that they need to take apart this impression they have created that they are the same firm and hire more people like Paul and Clive. They need at least 5 each at each firm IMO. Then set up your own forum to have the public voice their opinion and ask questions which can be answered in a way that everyone benefits. Don't be scared of criticism. If people feel they are being heard, they won't get so frustrated.

Time to close this one.
 
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Onepostwonder said:
Please quote me where I was indicating you were being unhelpful.
As mentioned to Paul this afternoon, my problem was not the credit amount being lost or the amount that was lost. I was merely interested to see if anyone had checked it. When I got feedback that I can have 100 bucks credit no probs, I was a little irate that once again, no-one checked it. Then when I pointed out that it was over R500 on Friday, I was questioned how I could possibly have had R500 credit on such an account. Of course, I then had to explain myself a few times to create the understanding that I am not the kind of person to take a chance for a few hundred bob - hence my willingness to write it off... All I needed was an "Oh, I see what you mean - I understand how that could have been".

Thank you BTW Clive and Paul for sorting this issue out - let's not lose sight of that point.

My opinion on the real MTN and MTNSP problem is that they need to take apart this impression they have created that they are the same firm and hire more people like Paul and Clive. They need at least 5 each at each firm IMO. Then set up your own forum to have the public voice their opinion and ask questions which can be answered in a way that everyone benefits. Don't be scared of criticism. If people feel they are being heard, they won't get so frustrated.

Time to close this one.
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Kewl

MTNDD :cool:
 
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