General MTN

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greggpb

Expert Member
Joined
Apr 22, 2005
Messages
1,818
Ok so I've got a Imate Jamin that basically runs my live from mtn.. and it started giving me some trouble.. so i took it in for a warrenty repair....

I was super impressed but the MTN service shop in canalwalk with there smancy electronic Ticket queue.. Alot like the state... probally the best queing system i have ever seen..

I was just astounded when i was told 21 business days for my phone to be fixed... I mean to go a month without my phone.. that is crazy......I think if you are gonna sell a phone you need to supply better support that that.
 
H

hanno p990i

Well-Known Member
Joined
Dec 21, 2006
Messages
239
How long did you wait in that que ?

my best time in Bloemfontein was 56mins....

and I am sure of it that people who came in after me was helped before me. I don't care what they say.



Hanno
 
F

fismail

Senior Member
Joined
Aug 18, 2003
Messages
993
I wait a standard 45 mins , finally speak to a consultant and 7 out of 10 times I end up asking for Nadeem , the branch manager since the consultants with due respect to them are rendered clueless by restrictions imposed upon them by MTN's systems.
 
K

kingrob

Guest
fismail said:
I wait a standard 45 mins , finally speak to a consultant and 7 out of 10 times I end up asking for Nadeem , the branch manager since the consultants with due respect to them are rendered clueless by restrictions imposed upon them by MTN's systems.
Click to expand...

Pay peanuts & you get monkey. ;)
 
F

fismail

Senior Member
Joined
Aug 18, 2003
Messages
993
MTN must stop chasing numbers w.r.t clients , it has over enough , now is time to make good on proper services with proper backup and support when things break.

Its not always about profitability and earnings , also they must learn to resolve enquiries resolved directly with them either by sms , fax , email or telephone call , not rely on grunts from Hellopeter.com and MyAdsl.co.za all the time.

That says to me that my enquiry when logged directly with MTN means diddly squat and I must go through specialist engineers and HOD's just to get something fixed , kind of pointless to me as a customer.

I logged a query on MTN active for my MNP port billing issue , I have 1200 (and incidentally the amount of rands that I owe MTN due to a non-cooperative dealer not telling me its chargeable and MTN itself giving me incorrect info in the 1st place on whether its chargeable or not) reasons why someone should at least acknowledge it and communicate to me that it is being looked into , but I got to come to MyAdsl.co.za to bug the blokes here just to give me a reference number.

With due respect to MTN employees on this BB , your procedures don't seem to cater for the client in terms of letting the client know that you're looking into the problem , all we get is silence and then we "rely on insider information" to get things done.

Is it any wonder MTNDD why the perception to the client of MTN is that any form of communication with your company is a pain in the *sic* glass ...

One realises you can't satisfy everyone , but at least communicate to the client on whether you're addressing his / her problem , be it via fax , sms , email and not rely solely on phone calls all the time.

Why when one gets a ref number for a call does the system not give the agent a choice to send via sms the ref number to the callers handset or failing it not being cellular , a email address ... ?????

MTN_Data_Dude said:
I'm sure his talking about the MTN staff :(

MTNDD
Click to expand...
 
YelloFever

YelloFever

MTN Company Representative
Joined
Mar 30, 2006
Messages
4,569
fismail said:
MTN must stop chasing numbers w.r.t clients , it has over enough , now is time to make good on proper services with proper backup and support when things break.

Its not always about profitability and earnings , also they must learn to resolve enquiries resolved directly with them either by sms , fax , email or telephone call , not rely on grunts from Hellopeter.com and MyAdsl.co.za all the time.

That says to me that my enquiry when logged directly with MTN means diddly squat and I must go through specialist engineers and HOD's just to get something fixed , kind of pointless to me as a customer.

I logged a query on MTN active for my MNP port billing issue , I have 1200 (and incidentally the amount of rands that I owe MTN due to a non-cooperative dealer not telling me its chargeable and MTN itself giving me incorrect info in the 1st place on whether its chargeable or not) reasons why someone should at least acknowledge it and communicate to me that it is being looked into , but I got to come to MyAdsl.co.za to bug the blokes here just to give me a reference number.

With due respect to MTN employees on this BB , your procedures don't seem to cater for the client in terms of letting the client know that you're looking into the problem , all we get is silence and then we "rely on insider information" to get things done.

Is it any wonder MTNDD why the perception to the client of MTN is that any form of communication with your company is a pain in the *sic* glass ...

One realises you can't satisfy everyone , but at least communicate to the client on whether you're addressing his / her problem , be it via fax , sms , email and not rely solely on phone calls all the time.

Why when one gets a ref number for a call does the system not give the agent a choice to send via sms the ref number to the callers handset or failing it not being cellular , a email address ... ?????
Click to expand...

@fismail

I totally understand where you're coming from and these are things we are working on - The support on this site is just a drop in the ocean but we'll get there but thank you for the above

MTNDD
 
G

greggpb

Expert Member
Joined
Apr 22, 2005
Messages
1,818
uuuuuhhhhmmmmmmmm.. Maybe I spoke to soon..

So my phone has been with mtn for the past 20 days(not work days)...

Great i was told they would hpone me to confirm the work done on my phone and if there would be any extra costs ?

So I thought i would contact the shop and see what the progress was ?
Problem one..
there is no way to contact the service center at Canalwalk... there is no phone number... when i phoned 808 they told me to phone another shop because they all use the same system and they might be able to tell me where my phone is...

Second
The woman at the second shop said she couln't help I should call 808 and then put the phone down while i was still speaking...

Third
Does this mean the only way i can check on my progress is to go to the shop at canal walk (out of my way) then stand in the ticket tape queue, just to be told no you phones insent ready and we dont know when it will be ready or what.... ??

Very confused about this concept... ?
 
Voldemort

Voldemort

Death eater
Joined
Apr 8, 2006
Messages
6,583
greggpb said:
uuuuuhhhhmmmmmmmm.. Maybe I spoke to soon..

So my phone has been with mtn for the past 20 days(not work days)...

Great i was told they would hpone me to confirm the work done on my phone and if there would be any extra costs ?

So I thought i would contact the shop and see what the progress was ?
Problem one..
there is no way to contact the service center at Canalwalk... there is no phone number... when i phoned 808 they told me to phone another shop because they all use the same system and they might be able to tell me where my phone is...

Second
The woman at the second shop said she couln't help I should call 808 and then put the phone down while i was still speaking...

Third
Does this mean the only way i can check on my progress is to go to the shop at canal walk (out of my way) then stand in the ticket tape queue, just to be told no you phones insent ready and we dont know when it will be ready or what.... ??

Very confused about this concept... ?
Click to expand...

pm me ure details- job card number aswell, il check what be potting, sorry bout the delay man :(
 
YelloFever

YelloFever

MTN Company Representative
Joined
Mar 30, 2006
Messages
4,569
greggpb said:
uuuuuhhhhmmmmmmmm.. Maybe I spoke to soon..

So my phone has been with mtn for the past 20 days(not work days)...

Great i was told they would hpone me to confirm the work done on my phone and if there would be any extra costs ?

So I thought i would contact the shop and see what the progress was ?
Problem one..
there is no way to contact the service center at Canalwalk... there is no phone number... when i phoned 808 they told me to phone another shop because they all use the same system and they might be able to tell me where my phone is...

Second
The woman at the second shop said she couln't help I should call 808 and then put the phone down while i was still speaking...

Third
Does this mean the only way i can check on my progress is to go to the shop at canal walk (out of my way) then stand in the ticket tape queue, just to be told no you phones insent ready and we dont know when it will be ready or what.... ??

Very confused about this concept... ?
Click to expand...

Good day,

MTNSP have a thing called one number consolidation I don't think its working very well

Please PM me your details and job card number and I'll follow up and provide feedback

MTNDD
 
G

greggpb

Expert Member
Joined
Apr 22, 2005
Messages
1,818
Thanks guys, PM'ed my stuff to snakepit...

Looks like you guys have to pick up eveyone else's sh*t...

I am not really delayed(suppose to wait 21 working days).. just want some feed back from the people with my phone...

the question is how do you get more guys with you kind of pull/experience to deal with a bigger sector of the public... like i read before somewhere... you guy do a good job... but most of the people opnly come here once they have had a problem somewhere else...
 
YelloFever

YelloFever

MTN Company Representative
Joined
Mar 30, 2006
Messages
4,569
greggpb said:
Thanks guys, PM'ed my stuff to snakepit...

Looks like you guys have to pick up eveyone else's sh*t...

I am not really delayed(suppose to wait 21 working days).. just want some feed back from the people with my phone...

the question is how do you get more guys with you kind of pull/experience to deal with a bigger sector of the public... like i read before somewhere... you guy do a good job... but most of the people opnly come here once they have had a problem somewhere else...
Click to expand...

Thanks for the compliment and I hear you

It's a challenge a very big one

MTNDD
 
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