How can MTN improve?

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rpm

rpm

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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.
 
Customer Service Call Centres need to be much better equipped/prepared - especially on technical issues.
Wrt losing ground against competitors - MTN's advertising needs a lot of work - CellC & Vodacoms ads are MUCH better.
 
My main two gripes :

- ad hoc data bundles are prohibitively priced
- Customer service call centre. When your query is just slightly out of the ordinary, the consultant doesn't know. The audio quality on the call is usually also shocking , I have to ask the consultant to repeat him/herself way too often.
 
Better Value Propositions for consumers - eg data add on to voice packages that are keenly priced . eg 500Mb add on for R50 1Gb for R80.
Also. account management really reeks. online- realtime account control is needed.
 
Fix billing and the call center for a start. Then look into a proper website (more like CellC's).
 
It is simple quality service for what we paying for! At times the service is so slow it is unusable and coverage spots never seem to get dealt with.

Of course some innovation would not harm like mixed broadband packages and easier ways to manage airtime. Devices are just lacking and because if greedy contracts just far to structured ... Listen to what customers want!
 
Let the Anytime Topup subscribers in on the prepaid benefits.

As things stand, I will be migrating to Cell C or 8ta when my contract expires at the end of this year. Vodacom is a pathetic excuse for a telecoms company, but I don't mind MTN and being with them for 4 years hasn't been unpleasant.

If I saw an MTN contract that offered the following I would seriously consider staying:
- Rx a month for x amount of airtime and a decent free phone
- Free calls occasionally with Zone
- MTN Loyalty Points so I never have to pay for smses
- Lower data costs - they MUST be reduced to at least R1/MB OOB

So MTN is almost there. A few small changes would increase the appeal a lot.
 
Non-expiring cheaper data bundles and better coverage in the Prospecton area
 
Clearer information on their website regarding roaming; it was unclear exactly what services were charged for, and the call centre was unable to clarify the situation. Their website on the whole is not very clear at explaining things. Put the marketing spin, but need to also clearly explain terms below.

3G coverage is lacking. At work in Isando 3km from OR Thambo airport you can forget about anything other than EDGE. Let's roll out 3G in the biggest city in SA before worrying about LTE...
 
MTN's repair/swap out procedure needs to be updated. Waiting 3 weeks on average for an obviously faulty phone to be assessed and replaced is hardly customer friendly.
 
Products: MTN need more Android phones especially in the mid to entry level range not forgetting windows phone 8 devices.

Maybe have BBM "customer careline"?

Better MTN online store, which also allows people to buy phones on prepaid

Their data bundles are ridiculous R50 for 75mb for that money I can get 100mb from vodacom or 300mb from Cell C
 
-updated data/ airtime usage its currently about 24 hours off.
-ability to load 2 recuring Data bundles, they offer a pitance for free so you have to buy more and have to manually laod it, better would be actually give decent bundles free 75Mb on a high end android is useless.
- Bil and debit order delay - currently running 2 month in arrears realy how old is their system.
- I know you said dont say cut price but seriosly their data / call prices are rather high - this would be where they losing ground to competitors
-Improve their 3G network its suposed to be 'World class' but so many areas where it just drops
- and why must everything tak 2 - 24 hours to fix? :D
 
A data bundle for smart phone users would be great, something similar to the BIS service. Having 75mb of data per month is just not sufficient.
 
-MTN need to upgrade their deteriorating data and voice nerwork. Even where you have full 3G coverage you still get GPRS like speeds.
-And then prices, give us larger bundles (10Gb+) at reasonable rates (I will take 10Gb/R300)
 
Dear MTN

Please encourage your customer service staff to familiarise themselves with mtn products. A few months ago, I was overcharged for data.I phoned customer service.

Me : I'm on the uncapped lite option and I've been charged R 637. I normally only pay R 289.
Can you tell me why I've been charged more ?

Operator : Mam , you have an open line with 3 GB, once the 3 GB is depleted, the rest
of the data you use is charged to your account.

Me : I believe I am on the uncapped lite option and I was assured when I took this contract,
that data is unlimited with no out of bundle charges.

Operator : Mam, I am unaware of any mtn contract options with unlimited internet.
:wtf:
 
Please improve coverage at the University of Pretoria main campus (Hatfield). There is basically no throughput on the network during the day and most areas have no 3G coverage.
 
1. they need to get competent staff ... both technical and call center.
2. They need to address the issue of QoS, i.e. dropped calls, calls going straight to voicemail,etc.
3. They need to be competitive, i.e. not ignore the fact that the other networks have dropped prices
4. Get the S3 LTE version :)

I have been with MTN for about 10 years and I have now decided to move to cell c(when my contract expires in about 2 months) ... mainly because MTN could not be bothered(or just not technically competent) to resolve issues about dropped calls, as well as their attitude about prices.
 
-I would like MTN to allow Top-Up customers to purchase bundles and services using our Allocated Airtime.
-MTN should also do somthing with the data speed on the network in my area Cell C is the fastest.
-Increase the Size of the data bundles and offer them at more competitive prices.
-A good online management service in order to activate/deactivate services and also be able to upgrade/renew or even take up new contracts also not forgetting buying bundles/services.
-MTN should offer Smartphones even on their basic Anytime Packages and make us pay the for the handset over a 24 month period
-It will be great if contract customers are offered 12/18 month deals with subsidised handsets.
-Offer a good variety of handsets as an example the windows phone options are poor.
-Offer all customers(pre-paid and post-paid) great benefits for being on the network not only just pre-paid.
 
Improve the coverage in Rural areas. Here in White River I have to run around the house to make or receive phone calls because of the poor signal and the 3G reception and data rate is pathetic....in spite of many complaints over the last 7 years.

I will definitely be canceling my 3G package when that expires and may well port my MTN phone number to one of the other ISPs soon if things do not improve soon.
 
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