MTN - Day one

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bar1

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I decided to switch from vodacom to MTN, and went through the number
portability procedure.

I was told that i will start losing signal and within 24 hours i should start using my new mtn sim card.

After 24 hours my vodacom sim became inactive, but my MTN didn't work either.

I called them 4 times and my MTN sim is still not working...
so, i have been without a line for 24 hours!!!

MTN, THIS IS UNACCEPTABLE!!!

going to call them again now...
 
Pitbull said:
Maybe PM "THE GUYS" ;)

PM me your number so I can sort you out asap :p
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Yeah, pitbull might be full of schitt but every so often he really does help when it comes to MTN related problems :D
 
What was the issue if I may ask?

And was it required that you help him instead of the normal way everyone else gets support?

It's not like everyone in the whole country can pm you their number on the mybb forums.
 
Qwikslver said:
What was the issue if I may ask?

And was it required that you help him instead of the normal way everyone else gets support?

It's not like everyone in the whole country can pm you their number on the mybb forums.
Click to expand...

You would be surprized ;)

It was an activation problem on the Network itself. I had to manually create his profile on the network system.
 
Qwikslver said:
And was it required that you help him instead of the normal way everyone else gets support? It's not like everyone in the whole country can pm you their number on the mybb forums.
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So you would like him to undo what he did? The guy had a problem, Pitbull helped him out. What is the issue? Vodacom3G is forever helping people out on the forums. I think that it is a good thing to have as many support options as possible and the forums are open to everyone...
 
pkid said:
So you would like him to undo what he did? The guy had a problem, Pitbull helped him out. What is the issue? Vodacom3G is forever helping people out on the forums. I think that it is a good thing to have as many support options as possible and the forums are open to everyone...
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I think what he was questioning is why couldn't the MTN support staff sort him out? It speaks to the 'quality' of those support guys and to the excellent work of Pitbull :D
Seriously, I also found sometimes calling a company's call centre just frustrates me more and when I turn to hellopeter or myBB then my problem's sorted.
Agree with you it is a good thing having more support options, but then each one of those options should yield the desired results.
 
The problem with the support in this case.

The call centre does not have access to the network system. Only a select few has it for security reasons. They would have escalated it to be handled by one of these people.

I have no idea what the escalation process for that is. I have access and I sorted him out :)

It's more a security thing than it being a lack of customer support. I feel they could have maybe explained to Bar1 the exact problem and as to what the solution is.

I think he was left in the dark and felt helpless till it was sorted.

I doubt they could have done it any quicker, but the reason given to Bar1 might not have been satisfactory..... get what I'm trying to say ?
 
Fiekus said:
I think what he was questioning is why couldn't the MTN support staff sort him out? It speaks to the 'quality' of those support guys and to the excellent work of Pitbull :D
Seriously, I also found sometimes calling a company's call centre just frustrates me more and when I turn to hellopeter or myBB then my problem's sorted.
Agree with you it is a good thing having more support options, but then each one of those options should yield the desired results.
Click to expand...

If that is the case then I misunderstood and I apologize:o
 
Pitbull said:
The problem with the support in this case.

The call centre does not have access to the network system. Only a select few has it for security reasons. They would have escalated it to be handled by one of these people.

I have no idea what the escalation process for that is. I have access and I sorted him out :)

It's more a security thing than it being a lack of customer support. I feel they could have maybe explained to Bar1 the exact problem and as to what the solution is.

I think he was left in the dark and felt helpless till it was sorted.

I doubt they could have done it any quicker, but the reason given to Bar1 might not have been satisfactory..... get what I'm trying to say ?
Click to expand...

I knew for a fact that the person who picks up the phone
won't be able to assist me and will need to escalate.
I have been working for a helpdesk before,helpdesk manager and now for an escalation team (for another company).
The reason why i got frustrated is because i felt the escalation process
was not being done, and one guy was more worried about me creating a stupid password than assisting me...

I also did not get any feedback, except from one person...yes, they obviously
could not call me, but only 1 person offered to call me on an alternative number.

so,

1) I feel the escalation was not done properly
2) The helpdesk should not escalate and forget about it, but they must follow up
3) Luck of communication with the customer
 
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