You'd hard pressed to find a South African company with worse customer service than MTN (and that's saying quite a lot)!!!
Their product/network is pretty awesome for the most part but their sales and marketing is absolutely horrendous!!
Well the service is pretty decent, if you deal with the correct person.
Can't understand how they can want a 36 month contract when other isps such as Axxess and afrihost do month to month on their lte.
You are aware for the last two months mtn has had month to month sim only services, they even have 3 and 6 months contracts??? While they cost more then full term contracts they are a lot cheaper then prepaid and offer better value ?
Kinda annoying with every one throwing around accusations on things they aren't even aware of or things they should have known of and explained to them but don't.
Most aren't even aware their actual account editing abilities being quite limited other then the most basic changes like changing or adding services higher level account changes can't be actioned by them, this is to avoid fraud taking place.
retentions have completely different admin right to normal support, even escalations have different admin rights, billing again have different rights as is handled by a much smaller team, each call logged needs to be actioned and approved and signed off on, that includes changing allocations as well.
Due to this process which to be honest is a needed control measure when you have 100s of staff and millions of clients, there is bound to issues will calls logged being messed up.
Granted their system could use work after it was handed to Indian developers to handle at the start of the year.
I never found a rude agent or some one that wasn't willing to assist, they have been always helpful and friendly and sure some times you end up having to do follow ups escalate calls, they can do only so much, and think their biggest hurdle is inter department resolution of calls that is causing the most issues.
while mtn isn't blameless they do screw up I can't fault their overall service and their network quality and speed more then makes up for the little issues you will have to deal from time to time.
Service provider billing issues is nothing unique, every one has their fair share it just going to happen, however it is up to you and your attitude in how you address the issues and work on getting it sorted, getting pissy and defensive with every issues isn't going to resolve the problem.
I have had many issues, always managed to get them sorted eventually, without having had to resort to a shouting match.Just kinda annoying to see how quickly people bemoan them, but keep utterly quiet when things are smooth sailing, and the irony is most of them just sign up again and again.....That got me thinking is their service really that bad or are we just a bunch of moaners with the slightest hitch.?
