Hi All
Short version of the story;
Sister-in-law beginning of December was due for an upgrade. Went to MTN in Cresta and received a Samsung u800. It was faulty. Out of the box failure. Went back to exchange it... they had no stock, she must wait a week for replacement.
A week later she goes back. New phone out of the box faulty too. Another is also faulty. She refuses to accept the U800. MTN says that she will have to cancel the current upgrade and take a different phone on a different contract.
BUT, there is a snag. She will have to wait for the beginning of the next billing cycle in order to do this. She agrees, takes all the documentation and receives assurances that she will be contacted soon.
A month later she hears nothing from them. Impossible to get hold of them on the phone so she goes into the store. Problem. NOTHING HAS BEEN DONE. The paperwork she has means nothing. It will have to all be processed again. This she does and again is promised to be contacted.
Another month later she goes into the store. The only person who can help her is off. No one else can help and no one knows anything about this.
An MTN person phones her and leaves a message for her to come into the store. This she does the next morning. The person who phoned is off and again no one can help.
So, she finally gets hold of this person this afternoon (Sophee Mnguni) who has again DONE NOTHING. Sophee will cancel the upgrade today but will not refund the difference in contract fees for the past two months. She also will not do anything to help resolve this and more or less told my SIL to shove it.
She did not even respond when she was told that the MTN contract will be cancelled and just hung-up. Apparently Sophee is the head-honcho of the MTN Cresta store.
Shocking customer care skills. Shocking attention to customer complaints and a blemish on the MTN Corporate image.
(Any MTN rep that may be able to do some @ss-whipping branchwise??)
So, MTN has a single customer port to Vodacom tomorrow as a DIRECT response to an MTN manager's lack of will to take responsibility for her inaction and incompetance. Shame MTN.
Okay - so... this is not a short version of the story!
Short version of the story;
Sister-in-law beginning of December was due for an upgrade. Went to MTN in Cresta and received a Samsung u800. It was faulty. Out of the box failure. Went back to exchange it... they had no stock, she must wait a week for replacement.
A week later she goes back. New phone out of the box faulty too. Another is also faulty. She refuses to accept the U800. MTN says that she will have to cancel the current upgrade and take a different phone on a different contract.
BUT, there is a snag. She will have to wait for the beginning of the next billing cycle in order to do this. She agrees, takes all the documentation and receives assurances that she will be contacted soon.
A month later she hears nothing from them. Impossible to get hold of them on the phone so she goes into the store. Problem. NOTHING HAS BEEN DONE. The paperwork she has means nothing. It will have to all be processed again. This she does and again is promised to be contacted.
Another month later she goes into the store. The only person who can help her is off. No one else can help and no one knows anything about this.
An MTN person phones her and leaves a message for her to come into the store. This she does the next morning. The person who phoned is off and again no one can help.
So, she finally gets hold of this person this afternoon (Sophee Mnguni) who has again DONE NOTHING. Sophee will cancel the upgrade today but will not refund the difference in contract fees for the past two months. She also will not do anything to help resolve this and more or less told my SIL to shove it.
She did not even respond when she was told that the MTN contract will be cancelled and just hung-up. Apparently Sophee is the head-honcho of the MTN Cresta store.
Shocking customer care skills. Shocking attention to customer complaints and a blemish on the MTN Corporate image.
(Any MTN rep that may be able to do some @ss-whipping branchwise??)
So, MTN has a single customer port to Vodacom tomorrow as a DIRECT response to an MTN manager's lack of will to take responsibility for her inaction and incompetance. Shame MTN.
Okay - so... this is not a short version of the story!
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