MTN Note20 Pre Order hell

M

mysticMystic

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Pretoria
Hi

I've been going in circles, I did the Note 20 preorder on the mtn site 10 August.
Got a call on 25 August and MTN processed my deal saying it will be delivered in 3 - 10 working day.

I've been trying to followup which have been days of hell:
1. Phoning the main call centre they can't see an upgrade process, puts you through to MTN direct.
2. MTN direct says they can see the open application but it is MTN online and cannot assist. They gave me a different number to call.
3. This new department, which i do not know who they are could also see my request but immediately transferred me be back to MTN direct.
4. This cycle repeated 3 times, eventually MTN direct told me to ask for a supervisor.
5. On phoning the new number I was promptly told by the operator that a supervisor will not be able to help me and sent to MTN direct.

6. After more calls I finally got to retentions which, low and behold, told me they also cannot assist me as it was done by MTN online. They also cannot provide me with contact details as MTN Online does not take calls.

So I'm in a loop of death it seems. Just looking for suggestions on this?

Regards Mystic
 
Jip, also tried the online thing a few weeks ago. Ended up in the same loop as you.

So I just went to my usual MTN shop and walked out of there with my device 30 minutes later. Never got any call again regarding the online order. It's somewhere in computer land.
 
I preordered as well. They guy calls me, I state it is for an upgrade - he said he can't help me and I would need to go in-store. I said forget it - prepaid here I come.
 
Ok cool thanks. Went to the store they said i've got an open application, but nothing has been done on it yet and it blocks them. So phoning retentions now to hopefully cancel that open application and also just move over to prepaid.
 
Daruk said:
First world problems :D
Click to expand...

o_O:D:D Quite so sir, but not complaining for the sake of just complaining ;). Was really just looking for suggestions on how I can solve it as the other day was most unsuccessful and the time spent is just such a waste.

Made sure I was very calm today before phoning as it is an MTN problem not the poor soul representing them on the other side and was just polite but firm & persistent all the way through.

Spent 1h 23min on a call with MTN Retentions and got an amazing agent, Nthabiseng, this time that helped me out though she took some time to figure it out. She kept me well informed while I was on the call, having to physically walk to colleagues' desks to get assistance at times. So finally taking accountability today and helping me out, if only all the agents were like you.

In the end it seems that something went wrong on the system as they saw a blank upgrade request on my profile that they struggled to cancel or complete. What was funny is that they conferenced me into the call to resolve with an outsource company they used and they were given the exact same run around that I got between departments as described in my initial mail, so they have to deal with these same frustrations internally everyday.

Finally all sorted. Pretty sure I would not like to go through it again though, but guess just unlucky that my application got lost in the system.
 
Just an update on this, next step trying to claim the UV Sanitiser has been as bad with Samsung, just returning the phone and getting out of this. Bye bye MTN and Bye bye Samsung, sad as I will miss the s-pen.
 
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