MTN/Hellopeter - Finally moved to the right category

I agree with this move, for the part that they finally acknowledge that they cant cope with the influx of complaints that happen on that site on a daily basis. From here on out i anticipate a more direct way of dealing with complaints in the form of the call centre. Hey if the call centre buckles under the all-of-a-sudden immense pressure laid upon it by the clients having to wait hours now just to get through to an agent to lodge a complaint then so be it, call centre managers stats will go down and they will be forced to rethink strategies.

On the other hand i do feel sad for the people that had laid one after the other complaints about roughly the same thing over and over again, they seem to have achieved nothing?
 
Not really - my logic behind is MTN being charged per complaint - so I got satisfaction of copy and pasting the same complaint over and over - even if they don't, if only one person decided not to subscribe to MTN as a service provider based on word of mouth, or hellopeter from my side, I'm happy.

Also, the call center is useless I called them three weeks ago before logging yet more complaints on hellopeter, got a reference number and everything - and nothing was done, which comes as no surprise. I don't think I have ever been called back by MTN, even when having reference numbers with them stating someone will call me back in x time.

I've had promised calls from supervisors, never happens, and try get one of the useless call center staff to transfer you they just hangup.

No offence to you and Pitbull - but to me and many other frustrated MTN customers, MTN is the dumps when it comes to service, fortunately my last two weeks are almost up.
 
xrapidx said:
Not really - my logic behind is MTN being charged per complaint - so I got satisfaction of copy and pasting the same complaint over and over - even if they don't, if only one person decided not to subscribe to MTN as a service provider based on word of mouth, or hellopeter from my side, I'm happy.

Also, the call center is useless I called them three weeks ago before logging yet more complaints on hellopeter, got a reference number and everything - and nothing was done, which comes as no surprise. I don't think I have ever been called back by MTN, even when having reference numbers with them stating someone will call me back in x time.

I've had promised calls from supervisors, never happens, and try get one of the useless call center staff to transfer you they just hangup.

No offence to you and Pitbull - but to me and many other frustrated MTN customers, MTN is the dumps when it comes to service, fortunately my last two weeks are almost up.
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Word...

Your experience mirrors mine exactly. Thanks to MTN's ineptitude, They're losing a R1000+ p/m account - I will not use MTN 3G again (got my DSL now) and I will 'upgrade' my R500 p/m account to a R65 p/m account tomorrow. Seems I can do most of my talking via my new landline. And thanks, I'll buy my own non-ripoff phones cash from now on.

MTN has, in the space of 6 months, become the biggest joke in customer relations I've ever had to deal with - and I sold cars for 4 years!
 
I also cancelled my data bundle at the end of my last bill - how they can't do a basic accounting system is beyond me - I'd rather have one less argument than use their service.
 
xrapidx said:
I also cancelled my data bundle at the end of my last bill - how they can't do a basic accounting system is beyond me - I'd rather have one less argument than use their service.
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As someone who has done his time in the trenches of the telecomms industry I have to come to MTN's defence and say that their billing systems are huge complex beasts that have to get through staggering amounts of data and not just accounting systems. Having said that there is no excuse for a company with their turnover and resources to allow things to get this bad and try to cover it up for so long. Billing is such a crucial aspect of any company. Whoever runs that department should be fired for getting it so wrong. They are obviously hopelessly out of their depth.
 
Got rid of my MTN accounts and numbers a few months ago - best thing I ever did...
 
I see they are now back on companies that respond,any update on the new development,u can only get feedback from Hellopeter is through complain or compliment and dis issue is none of them
 
Kgabogk said:
I see they are now back on companies that respond,any update on the new development,u can only get feedback from Hellopeter is through complain or compliment and dis issue is none of them
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I think it's all $$$, if a company pays to "respond", you can't list them under "do not respond" even if they do buggerall.

Either way, i'd safely say you can file this feedback under "complaint" ;).
 
Kgabogk said:
I see they are now back on companies that respond,any update on the new development,u can only get feedback from Hellopeter is through complain or compliment and dis issue is none of them
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diabolus said:
I think it's all $$$, if a company pays to "respond", you can't list them under "do not respond" even if they do buggerall.

Either way, i'd safely say you can file this feedback under "complaint" ;).
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Company that responds with over 10 pages of unanswered complaints - wonder how that works.

A lot of people say hellopeter doesn't work anymore - its probably because companies arn't worried about the bad publicity - they should institute a fining system as well, if you haven't responded in x amount of time to any complaints, you get wacked with a R1000 re-registration fee.
 
xrapidx said:
Company that responds with over 10 pages of unanswered complaints - wonder how that works.

A lot of people say hellopeter doesn't work anymore - its probably because companies arn't worried about the bad publicity - they should institute a fining system as well, if you haven't responded in x amount of time to any complaints, you get wacked with a R1000 re-registration fee.
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Well that's what i meant, to get the status "company who respond", has NOTHING to do with the company actually responding, it refers to that registration fee -allowing- you to respond. This is something alot of companies considered a kind of 'ransom' as often consumers complaints are invalid and then they had to pay to clear their name via HelloPeter.

So the catch 22, if hellopeter wacked them with a fine for not actually responding , even though they paid, that company is simply not going to pay anymore. The only entity losing here is Hellopeter themselves. I mean if you think about it, a company PAY to respond, but if they don't respond anyway, why pay?

Basically, yes, the hellopeter system is flawed, and the "companies who respond" vs "companies who do not respond" does not saying -ANYTHING- about the responsiveness and support levels of said companies. It just means some companies are paying Hellopeter to use the platform to communicate with us instead of their own....whether they actually use it properly is another story.
 
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Hellopeter used to remove companies who are in the Companies who respond category, and don't respond - they don't do that anymore by the looks of it.
 
OMG - this company is the definition of useless.

They responded on hellopeter saying my billing is correct- even though I only used 48MB of my bundle, and got charged for data after that, how thick do you have to be to not know that 100MB > 48MB.

I've now removed my debit order - I'm not paying this ****ers until they learn to get basic math right.
 
Maybe they were in arrears when they were delisted as a company that respond if indeed companies are charged per complaint,MTN has been topping the daily lists of complains for about three months now,but i suspect they are paying per respond,so they can't respond to all those complains at once,it will be too costly...i gues I Touch employees are indirect victims of all this costs...if only we could know how much they pay Hellopeter
 
I'm sorry, but not being able to cope with the accounting/admin is not the customers fault. Besides, MTN is NOT the biggest cellular operator out there and not getting it right is not an excuse as other companies in the same space bigger and smaller got it right. They only have themselves to blame for letting this problem get so out of hand.
 
They've been removed again.... these people are useless... I've ported away from them - and still haven't received my last statement, I've had them remove the debit order - if it comes off - I'll reverse it until they send me a bill...
 
I always wondered why they were moved to companies that respond because MTN customer complains on Hellopeter have no responses and you can't ask Peter why they did it,it has to be a complaint
 
Kgabogk said:
I always wondered why they were moved to companies that respond because MTN customer complains on Hellopeter have no responses and you can't ask Peter why they did it,it has to be a complaint
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Reason they were on there was cause they used to reply to every query without fail.
The CIP department has broken up,each moving on to bigger, greater opportunities and i wish them well, i just wish they had left a solid structure when they departed:(
 
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