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- Joined
- Jul 3, 2007
- Messages
- 1
I have serious complaints about the customer service that I have received at MTN Tygervalley Branch. This all started in April when I went into the branch to receive information on porting my number from CellC. I initially went to the branch in Willowbridge, and unfortunately I spoke to a girl that had just started there. She couldn’t give me much information but at least she tried by looking up information on the website (which I could have done my self). Anyway I then went to the Tygervalley branch. I landed up speaking to Chanelle. She strongly discouraged me from porting because it would be difficult (that was her explanation). When I asked why she embellished by saying that it will cause problems. When I asked what problems she said, SMSs not getting through and calls being dropped. That was all. I need to keep my number so said I wanted to port. I choose a phone that I wanted from the demo box, a phone that was very much the same size and shape as my Siemens. Went off to get the papers I need to open the contract, and to start getting my contract cancelled with CellC. Went back filled in the papers, and had to wait for the phone to be delivered. In the mean time my housemate was upgrading and received very poor service from Chanelle when she went in to receive her phone. Chanelle just said to her ‘oh we have lost your papers, next customer please’. Not offering any solution, nothing. That was sorted by Ryan at the same branch.
I got called that the SIM card had arrived, but not the phone. I went to fetch the SIM card because I was porting and my CellC account would be ‘overridden’ by the new SIM. I was told that I would receive a phone call when the porting had been approved and warned that my provider would be changing. In woke on a Saturday and my CellC was “network searching’ It was like this the whole morning, so tried the MTN SIM, sure enough it worked. I had received no warning and had lost R60 on my CellC Controlchat account that I could have used up the night before, but at least the porting was successful.
I went to the branch on Monday to collect my phone. Chanelle calmly goes “Oh didn’t you receive my message? I left one that you would be ported.’ This is not true, I had received no messages from her. This was also the second time she had used this line. Along with “don’t worry miss I have your number I will call you when we have something for you.” I have never received a call from her. Anyway I went to the branch as I was in the shopping centre anyway to see if my phone had arrived, it was the wrong one! She had ordered me the Samsung E250, when I wanted the Samsung E370 (I only learned the codes afterwards). She first blamed me saying that I had ordered that phone and she clearly remembers me ordering it and choosing it. (isn’t the customer meant to always be right?) I know I would not have ordered this phone because it is completely different to the Siemens I had (like a pebble phone that fits neatly into the palm of your hand). She made this long story that it would not be possible for me to change the phone because I was porting and already had the SIM card and it would take at least a month to sort out, blah blah blah. She couldn’t help me, or rather correct her mistake. I said fine I wanted the hassle of changing over to be finished (I had visited the branch over half a dozen times now). For the inconvenience she said she could order me a USB cable. I have now been waiting over 2 months for this cable, and I have received no calls to tell me what has happened. I have had to call them.
I have had absolutely no problems with the network and the porting of my number, no calls have been dropped my SMS are getting through. I am happy to be with MTN as service provider but the customer care at the ranch is very poor. Te call centre has been more helpful and informative in many ways.
They either need to undergo a Customer relations course or need a serious revision course. The customer is always meant to be right and you are meant to help and assist them, even when you believe they are wrong. Even I know this and have never had to deal with customers before. I am not happy with the service I have received or the advice they give out with this attitude of entitlement and superiority. There is definite room for improvement in customer care.
I got called that the SIM card had arrived, but not the phone. I went to fetch the SIM card because I was porting and my CellC account would be ‘overridden’ by the new SIM. I was told that I would receive a phone call when the porting had been approved and warned that my provider would be changing. In woke on a Saturday and my CellC was “network searching’ It was like this the whole morning, so tried the MTN SIM, sure enough it worked. I had received no warning and had lost R60 on my CellC Controlchat account that I could have used up the night before, but at least the porting was successful.
I went to the branch on Monday to collect my phone. Chanelle calmly goes “Oh didn’t you receive my message? I left one that you would be ported.’ This is not true, I had received no messages from her. This was also the second time she had used this line. Along with “don’t worry miss I have your number I will call you when we have something for you.” I have never received a call from her. Anyway I went to the branch as I was in the shopping centre anyway to see if my phone had arrived, it was the wrong one! She had ordered me the Samsung E250, when I wanted the Samsung E370 (I only learned the codes afterwards). She first blamed me saying that I had ordered that phone and she clearly remembers me ordering it and choosing it. (isn’t the customer meant to always be right?) I know I would not have ordered this phone because it is completely different to the Siemens I had (like a pebble phone that fits neatly into the palm of your hand). She made this long story that it would not be possible for me to change the phone because I was porting and already had the SIM card and it would take at least a month to sort out, blah blah blah. She couldn’t help me, or rather correct her mistake. I said fine I wanted the hassle of changing over to be finished (I had visited the branch over half a dozen times now). For the inconvenience she said she could order me a USB cable. I have now been waiting over 2 months for this cable, and I have received no calls to tell me what has happened. I have had to call them.
I have had absolutely no problems with the network and the porting of my number, no calls have been dropped my SMS are getting through. I am happy to be with MTN as service provider but the customer care at the ranch is very poor. Te call centre has been more helpful and informative in many ways.
They either need to undergo a Customer relations course or need a serious revision course. The customer is always meant to be right and you are meant to help and assist them, even when you believe they are wrong. Even I know this and have never had to deal with customers before. I am not happy with the service I have received or the advice they give out with this attitude of entitlement and superiority. There is definite room for improvement in customer care.