How can MTN improve?

[Der_Komersaris]

I run a small IT business from home, but in the last 2 or so months I found myself being questioned by customers more and more often about which cell provider is the best & cheapest for data. MTN has always been my preferred network provider, but found even myself moving away because of cost and value for money. I am sorry to say but in my own opinion yellow brand is losing on the prepaid side.

Restratergise your pricing and come up with innovative deals that set you apart from the rest. Charity begins at home and not in the rest of Africa.

 

[bairyd]

Instead of something new, I'd like to see something upgraded like the one-day uncapped package. A 150MB fair usage seems way too little. I run this up very quickly. Maybe it can be set to something like 300MB or 450MB as a max. Also once I've reached my fair usage limit, I'd like to unregister the service as the speeds are terrible afterwards and I'd prefer paying from my left over airtime. The data network needs to be upgraded. In one area I will get full 3G but the speeds are disastrously slow, but in another I'd get one bar of 3G and the speed is amazing. Also more coverage would be wonderful. Where I stay, There is no 3G at all. Only the surrounding areas get it. It's as if though we're covered by some anti-3G barrier.
We all know where MTN is losing ground against competitors (costs) so I won't even go into that.
The best way to get more customers in my opinion would be to have a blackberry-like service for android users. We desperately need this. I have seen the smartphone pro service but it doesn't work. 75MB will be up in two weeks if you're lucky.

 

[Yasheel]

cheaper data bundles, less rip off advertising, we not stupid, we know when we been ripped off.
be a bit more proactive, rather than reactive. better customer care. basically take a page from cell c, since you like been so reactive

 

[diabolus]

1. Online service & web site sucks (MTN Active) . It is like navigating a maze trying to find what is going on on your account. You can not properly see what is happening in real-time with your data either. This is specifically to contract users.

The invoicing is always confusing with billing data and invoice dates causing a wide array of issues relating to account suspension without any sort of warning.

The adding and removal of bundles and services on MTN Active is as confusing as ever, you never really know whether things are truly active and whether you should "Activate" it first or wait for it to activate and whether it is really active. (i.e. ensuring you are not charged out of bundle).

You also get zero information or warning about your data usage. I am rarely surprised to see threads on this forum relating to people getting charged thousands of rands for data they did not even know they were using!

2. Get a mobile app that address #1. How come retailers and banks have apps and a MOBILE company do not have a MOBILE app for managing my account and services.

3. Offer better deals on voice + data combinations. What is this absurd thing about offering a high end Android devices costing a fortune and then you throw in 75MB or 10MB data? huh? It just sounds like MTN does not even know what they are selling..

4. Do something about your 3G/HSDPA coverage, as others mentioned, i constantly get EDGE on my phone in Pretoria and Centurion. Seriously, how can any telecoms company talk about "LTE" and "4G" when the capital city can't even give me a consistent 3G connection without it falling back to EDGE all the time. This even happens with high predictability when i travel to Johannesburg (Woodmead/Sandton) , you'd think at least THERE you would not end up on EDGE, but alas...

 

[satanboy]

A wider variety of packages and cheaper options.

 

[dessertrat]

Get the techies to monitor their towers. Our 3G at Kleinmond mostly connects at Edge.

 

[McCrazieGoalz]

Make it easier to check the status of data on mobile data contracts on USB modems.

One way could be to link the USB modem number to one's cell phone number. The user can then check both number's balances using USSD options for instance.

Sending an SMS from the modem's dashboard is tedious and often doesn't work.

 

[rudyn]

I think that the most relevant service to me, a smaller than SMME, is a package that takes into consideration all my needs: mobile communications, mobile internet, desktop internet, internet "on the go", etc. AT the moment all is very granular - separate devices, separate contracts, separate features - make it clever, LEGO like. As to competitiveness -- aside from the obvious (cheap is king, 2 year long contract before upgrades stink, etc.) - MTN's "buy online" is clumsy and uninspiring. A year ago, I was looking for a new 4S, and after trying my best to get one, I was told that I need to wit for my next upgrade. This is silly -- you should find ways to churn users on to new devices quickly and painlessly.

 

[angus.gibson]

Where to start....

Since 2008 Neotel has been promising coverage in my area "within 2 months". Eventually gave up. So for Neotel - get your act together and at least be upfront with potential customers. The loss of face and trust can never be recovered.

In the interim I have been saddled with the really pathetic performance and support of MTN. Even their in-store support is really below par, and heaven forbid that you walk in while they are having a cuppa - they'll just ignore you until they are good and ready. For MTN - CUSTOMER SERVICE!!!!!!

A few months ago I signed up with the much maligned Telkom (as a last resort) and have to admit I have never been happier. The customer service, installation and set-up all went smoothly and I had the pleasure of dealing with some of the nicest people. Since then have had great stability and speed. Well done Telkom!!!

 

[doodles]

I find MTN's data services atrocious in my area. Despite numerous phone calls as well as emails to their data coverage centre and despite them installing an antenna at my house, I still only get EDGE coverage most of the time, which is useless.

So how can they improve...? I dont think they can.

They are about to roll out LTE...3G would be nice at my house. Improve on that first.

 

[Jaybay797]

General better coverage of most designated areas both within the city and the surrounding outer lying areas beyond the rural urban fringe
-by better coverage I mean 3G network and 3G network speeds, although implementation costs are quite high.

With the 3GB uncapped package at least shape the line to 100KB/s so that you can at least stream video, 3GB in this day and age is really not a lot of information, and 25KB/s is painfully slow.

 

[OrbitalDawn]

1) Better pricing on mobile data.
2) Better/more stable 3G coverage.

 

[Nigel Archer]

MTN could include more SMS's, according to the rand value of the Contract packages, like for example R50 anytime contract should have 50 SMS's included, and R100 anytime contract should have 100 SMS's included, and R200 anytime contract should have 200 sms's included, etc. It make sense to keep inline, with the other mobile operators, who do similar contract packages, for sms's. It could encouge potential clients to cross-over to MTN.

 

[Cool E]

Offer

1. Unlimited voice calls to any network on a fixed contract fee.
2. Develop an Andriod/Blackberry/Iphone App where Users will be able to view their details and purchase,transfer data bundles/airtime
USSD commands sometimes timeouts a lot

 

[Nips]

Better HSDPA Network coverage
Combined Voice/Data contracts with higher data bundles (e.g 500min voice, 2GB data) with multiple sim cards on same contract so phone, tablet and laptop can all use the same contract.

 

[Dean]

I would like to see the following:

1) Better building penetration (I've seen some horrible signal stats and dead spots in buildings around the Atlantic Seaboard)
2) Price ad-hoc data bundles in line with specials or just bring down their pricing generally.
3) Introduce simple, easy to understand contract pricing/bundles/tariffs (ala Cell C) and no, the "Anytime" packages are unfortunately far from it.
4) Improve the call-centre (1555 and 808); especially follow-through and follow-ups. (I say this every year it just never seems to happen. I'm still waiting for a follow-up to my data usage query from about 3 months ago)
5)Introduce an alert system for payments. Before a line is suspended, send an SMS the day before as a warning in case it was the result of a miscommunication. (This has happened more times than I'd care to remember)

 

[Karthi]

Customer Service

I think MTN needs to be more consumer focused, as their competitors are doing this fairly well, MTN seems to be more business focused these days, while forgetting that the individual subscribers are equally important as well.
If you walk into an MTN store the staff are clueless on what products & services the offer, & we as the consumers have to often educate them of what they actually offer.

Hi there

This is your chance to tell MTN how they can improve. Please tell MTN where they fall short and what they can do to make you a happier customer.

Please try to steer clear of obvious suggestions like “cut prices”, and try to give valuable input about the company’s products and services.

• Which new products would you like to see?
• Are there areas where MTN can improve its support?
• Can they make it easier for you to buy their products?
• Where do you think the company is losing ground against its competitors?

By giving your input you will stand a chance of winning a Sony 10’’ 32GB Android Tablet PC or branded gear bundles.

Please post all your feedback to MTN in this thread.

 

[Marxo]

- ability to buy data bundles from allocated airtime; airtime piles up over months.
- drop prices of data bundles (I currently switch to CellC when I want to use internet).
- better 3G coverage. Although my phone shows 3G, it feels like Edge. When it finally switch to Edge, it normally stays on Edge.

 

[ginggs]

Which new products would you like to see?
Pre-paid bundles like 12 x 2GB or 12 x 5GB, or 3GB for 365 days.

Are there areas where MTN can improve its support?
Have an MTN representative on MyBroadband.

Where do you think the company is losing ground against its competitors?
Pricing and options.

 

[CORY]

Please ask your staff to stop saying 'yelloww' when they answer. Their poor communication skills are enough, without them having to start off sounding cheesy and naff