MTN cannot supply aftersales service for Huawei!

[Piet Le Roux]

I bought a Huawei Ascend P6 on contract from emptyN last year and unfortunately dropped it and damaged its screen. I booked it in for repairs at the MTN HVRC Bloemfontein walk-in Centere on 06/02/2014 and were quoted R1400 for the repair, a week later, which I accepted. After a month I were told that the device were repaired by Huawei and I can collect it at the HVRC but when I got there I were told that it were not repaired and has to to be send to Huawei again. This were on the 10/3/2014. I phoned on the 18/03/2014 to enquire about the device but the person could not supply any information about my Phone but did promise that I would be contacted within 24 hours, which never happened. I am paying for a device, data and air time that I cannot utilize because their repair centre cannot repair it or have it repaired. If there were no aftersales service available for this device it were MTN’s responsibility to inform me of this before I signed the contract.
You can only contact the “repair centre” via their call centre, that’s a waste of time! What can I do to get some truthful information about my phone?

 

[Wall]

Contact Huawei directly via Twitter.

 

[Piet Le Roux]

I finally got some answers. The repair agent for Huawei in South Africa is Tirisano Cellular Insurance and they contacted me yesterday and informed me that the reason that my phone has not been repaired is because MTN HVRC (I think HVRC stands for high volume rampant confusion) refused to pay them for the work and because they have had numerous non-payments from MTN, they would only do the repair if I were to pay them directly. This is a very unprofessional way of doing business but if MTN had told me this from the beginning I could have had my Phone back within days, we are approaching two months now. I contacted MTN today to find out to whom I must make payment and they then confirmed that I must pay Tirisano Cellular, after I have been trying to get a straight answer from them for more than a month!

MTN’s motto is: ”Never fear when an MTN HVRC is near!”

Nothing could be further from the truth: if your device is booked in at a HVRC…. Be worried be very worried.

 

[Piet Le Roux]

The saga continues…….On the 26/03/2014 I deposited the R1300 into the bank account of Tirisano Cellular Insurance as instructed. They informed me that they repaired my phone on the 27 and shipped it to MTN on the 28/03/2014. Bloemfontein HVRC and the MTN call centre do not have a clue what happened to my phone…it apparently did not arrive at the MTN HVRC in Bloemfontein. It’s now been 54 days and I am worried…very worried!

 

[zizebra]

I learnt my lesson with Huawei. I sent in my phone for repairs when it would not switch on, this phone was still under warranty. They returned it as unrepairable. Later on i figured out that it was the battery which somehow was drained. For that reason i figured that huawei is crap and their service is crap. I will not be buying from them again unless they are only manufacturer.
Add that confusion to crappy MTN service, you get ****.

 

[Mk786]

yikes. get a Samsung the next time?

 

[AdrianH]

Back in 2011, my phone microphone broke while still in the 2 year contract. Took it to the Vodacom (Hicell Franchise) shop in East Rand Mall and checked it in for repairs. A week or two later when I phoned to find out what the latest was, they couldn't find the phone, nowhere to be found and nobody knew where it was.

So the shop said they would replace the phone for me. When I went to fetch the phone, they said they couldn't replace with same model as it was no longer being manufactured, but offered me a similar priced one...fair enough! When I got home and took the phone out the box, it looked like the phone has been dragged behind a car. When I opened the gallery, it was full of porn videos and pictures. Lastly, the alarm was set for 6:30 weekdays and the description read "P**s werk".

Even after all of this, I still had to argue and fight and get hold of the MD of HiCell before they decided to give me a new phone.

 

[Piet Le Roux]

Its over! My phone finally reached the HVRC yesterday afternoon and I picked it up this morning. The repair job is excellent because this is not my phone! It’s a new or refurbished phone because I know where all the small scrapes and nicks were and there’s nothing. The best part is that my whole system and apps were cloned perfectly onto the new phone including my B125 firmware, just like I send it in.
The reason that I had to wait two months for a job that took less than two weeks is without a doubt emptyN’s fault and not the service agents fault. If one could deal directly with them it would be much better. So at the end of the day I did not just get my screen repaired for R1300 but got a brand new phone.
I am just glade the ordeal is over and my baby is back!

 

[RichardG]

Moral of the story is to insure your phone if you ever do send it in for repairs.. Happen to me took my phone into an Authorized Repair centre, after 6 weeks waiting got communication that my phone couldn't repaired and a refurbished phone will be ready. Go take a drive to the walk-in repair centre and waiting hours and hours for them finding the whereabouts of my phone; they couldn't find my phone at all and kept me waiting for over 3hours searching for it, made a commotion and they got the manager. I told him straight this is ridiculous and unacceptable waiting over 3 hours for a phone to be collected. He actually took his time looking to see if he can find the phone and he couldn't. He told me directly I am the 9th customer today (phone took a walk). They replaced the phone - told myself never to do business with them ever again then they went bankrupt 6 months later.



Huawei is gaining traction in this country. I went to a store the other day and people were queuing up for Huawei Y220 (Entry smart phone) couldn't believe how many people had this phone, also felt tempted to purchase the phone!

 

[BLIXEMPIE]

I have a Huawei Ascend P6 with a cracked screen. Where to can I take this phone for a low cost repair?