Local mobile operators' email support tested

Interesting indeed. I've found MTN to be pathetic, always has been, and Vodacom to be unreal. As in phoning within 10 minutes of sending a mail and then confirming with an email. Vodacom is definitely aiming to please these days, IMHO. By the way, Vodacom does have an auto-responder, always has. It's the point at which you get a reference number.

I think everyone on the forum will agree that the social@telkom is probably the worst of all. This is in stark contrast to phoning them on 180 - which is excellent.
 
Cellc emails support is the WORST. You get a resonse like 6days+

Then the resonse might not even something you wanted like where did you experience this problem. So you reply and receive a response back 6days after that. When will your query be resolved?
 
Frankly I'm surprised you got any responses at all, especially from MTN.
 
Azimuth said:
I think everyone on the forum will agree that the social@telkom is probably the worst of all. This is in stark contrast to phoning them on 180 - which is excellent.
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Or using the chat function on their website which is fantastic.
 
I've been waiting 9 months for a proper response from MTN! All answers are generic/automated with no actual attempt to address the issues
 
greg0205 said:
Or using the chat function on their website which is fantastic.
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Agree 100%, their chat function really works !
Actually the call centre of TM is also not too bad. The call centre of Cell C and sending them an Email did not work for me at all last year April, but a PM to the Cell C rep on MyBB worked, and their techies came three times to the local tower and twice to my house to sort out the network issues and backhaul.
 
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getting an 'auto response' quickly is one thing (just acknowledging that they received mail from u)... getting actual resolution to your problem quite another.
 
sparticus said:
Weird , I always had good response times and service from Vodacom email team.
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They responded almost immediately when I requested to terminate my contract. I've had no issues with VC support. Been with CellC for 2 years now, but never had to deal with support as of yet.
 
entrepr said:
I've been waiting 9 months for a proper response from MTN! All answers are generic/automated with no actual attempt to address the issues
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Yeah mybroadband got duped here.
Recently I attempted to get help from MTN via phone and e-mail, and was unable.
My e-mail help took days.
Only when I googled for e-mail addresses at MTN and e-mailed every single e-mail I sent for support help did I get a response.

This article is FUD
 
Contacting the rep via twitter / mybroadband are more useful than contacting the call centre cos they will get someone in the right department to assist.

Depends if the person is knowledgeable on the other end. Personally I have found the Data Desk/ Network Desk to be the most problematic as they cannot assist or help me personally. I would rather speak to a network engineer instead of a call centre as I already know how to reboot my phone/ set the necessary settings for data.
 
I totally agree with @ceebee (and others) - you get an automated response from MTN Real Quick - and then sweet nothing! I cancelled my contract with MTN in August last year but I am still getting billed for an additional data card that was part of the contract that I haven't used for about three years. Every month I get an account - and an SMS message to my primary number asking me to pay an ever increasing amount, together with the threat of suspension.
Short of printing out all my e-mails and sending them by Registered Mail for the personal attention of the CEO of MTN, I really don't know what to do.
Anyone got any (legal) suggestions of a course of action?
 
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From what I've observed over the time I've been on MyBroadband, the best way to get resolution is to go public here. Create your own thread and post your whole story. Be sure to post reference numbers as well. Then cross post to Twitter.
 
Maybe mybb can email mtn and asked them why they billed me extra for a handset even after 24 months of contract. Multiple emails and reference numbers have not had any response besides it will be followed up. From what I've seen in here I'm not the only one.
 
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