MTN-Sucks.co.za Website

Just a quick one, if you want the site to stay up I would A) Pay Uniforum or get your host 2 and B) Conform to Uniforums regulations. I can't remember which site it was but it was taken down for listing a P.O Box in the street address field.
 
James said:
Just a quick one, if you want the site to stay up I would A) Pay Uniforum or get your host 2 and B) Conform to Uniforums regulations. I can't remember which site it was but it was taken down for listing a P.O Box in the street address field.
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:D

I wish I could respond on here......

Either way. Like I said "I assume his free to say and do as he likes" ;)
 
I concur with Pitbull, this is not the best way to advertise this site... if MTN really sucks as bad as all that then people will find it...

From my perspective MTN doesn't suck ... certainly they've been the most reliable of the four networks IMHO... :)
(OK, I can't really speak for Cell-C because I've used them very little - but I doubt they're much better than VM)
 
I've got both MTN and Vodacom contracts and maybe I've just been lucky but I've never experienced major problems with either of them. Only problems I've had were when MTN didn't want to let me do an early upgrade after they'd said before I could, but that was sorted out in one 5 min phone call to 808, fairly painless. And with Vodacom my roaming was only activated after I'd actually arrived overseas. That one problem in the +-6 years I've had that MTN contract doesn't seem bad to me.

I also got a Virgin prepaid sim card, which you'd think would be easier than contract, but that was the biggest disaster and worst display of customer service ever seen, I don't even want to go there. They definitely do "suck" in every conceivable way, I presume Cell C are the same, can't say I've heard many good reports about them.
 
fismail said:
Alas and sadly NO.

Until I started emailing again this afternoon , never got an email from last week from 7 MTN employees until I shout and scream and PM and post and do who knows what on what forum just to get the attention diverted to me to solve my problem ....

The dealer is waiting for confirmation from MTN that if he makes a claim on a used handset that MTN will honour that claim , whether he has been sent that email is another issue , I asked and asked and asked and asked and asked.

Where does it all end ?

I sms Nadeem ( helpful ) once a day just as a friendly reminder , he is so busy its just not funny , Ikram ( Nadeems senior apparently ) is no better and that old chap , the top chief at Century City , I don't know what he does there either.

Has the employees at MTN lost the plot somewhere along the way ...
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I would suggest you return the phone to the person you received it from (based on your "experiences", make sure that you have proof of returning the phone) , its the same when buying a car for example, should you have to return the car , you take it back to the dealer (you purchased it from) and not the factory .
 
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I've said it before and I'll say it again. It's not the mistakes and errors that the company makes - we all make them. It's the way they resolve them. Attacking the website is not the way.
Grab the problem(s) by the scruff, make a list and resolve each one. Smile while you are doing it and you may just have a customer left.
 
With all the arguments and technical hooha and when MTN staff for customer care are not so busy , and when they finally decide to tell me what is the final call charge amount , only then will I return their handset.The longer they take , then its their problem.The customer relations suck and they know it.If they loose 10 million customers in 6 months then perhaps one will see some service.After countless emails we've only solved half the problem.
And then you all want to know why antiMTN sites such as mtn-sucks.co.za and who knows others may follow depending on experiences.
 
Just a suggestion for that website.

While it's obvious what the message is, there is no solutions offered. Basically it comes down to a "so what?" . Is the website saying people should go to Vodacom/Virgin/Cell-C or what?

I also have a MTN and Voda contract and have had the same issues from both:

1. Slow response and inability to reach Call centres/helplines quickly.

2. Issue 1 leads to problems not being resolved efficiently because no one calls back or confirm, thus an issue is usually not resolved properly.
Example : Calling no less than 5 times [across 5 days] to get suspension unbarred, each time being told "i have lifted the call barring, it should be up in 2-24 hours" ...no one followed this up and thus no one noticed it was not lifted...

3. Billing Issues ranging from overbilling, wrong billing and not billing at all
Example : Changing of a bundle leading to being billed for it twice...took 2 months to fix.

4. Difficulty with adjusting/managing services like dysfunctional/lacking websites which leads to point no. 1 again etc.
Example : Website offers services, but changes do not reflect on account causing confusion and being billed incorrect...oh
lots of calls ....

5. Costs of everything and neither MTN or Vodacom adjusting their services to keep customers...it's like a slow "milk them until they squeal" attitude.
Example : Vodacom not allowing migrating from voice->data contract, no prepaid bundles . Neither operators allowing carry-over on data and forcing the data bundle thing etc etc.

All 5 points boils down to lack of Communication and Access AKA "Customer Service" . THe call centre operators aren't trained to handle issues not found on the "menu" and are prone to providing incorrect/vague info which leads to issues down the line. They are also not in a position to actually "solve" the issue and can only "escalate" it somewhere else , thus they have no reason to "follow up" and the customer is left to do this themselves via the same underling operators....vicious circle
 
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diabolus said:
Just a suggestion for that website.

While it's obvious what the message is, there is no solutions offered. Basically it comes down to a "so what?" . Is the website saying people should go to Vodacom/Virgin/Cell-C or what?

I also have a MTN and Voda contract and have had the same issues from both:

1. Slow response and inability to reach Call centres/helplines quickly.

2. Issue 1 leads to problems not being resolved efficiently because no one calls back or confirm, thus an issue is usually not resolved properly.
Example : Calling no less than 5 times [across 5 days] to get suspension unbarred, each time being told "i have lifted the call barring, it should be up in 2-24 hours" ...no one followed this up and thus no one noticed it was not lifted...

3. Billing Issues ranging from overbilling, wrong billing and not billing at all
Example : Changing of a bundle leading to being billed for it twice...took 2 months to fix.

4. Difficulty with adjusting/managing services like dysfunctional/lacking websites which leads to point no. 1 again etc.
Example : Website offers services, but changes do not reflect on account causing confusion and being billed incorrect...oh
lots of calls ....

5. Costs of everything and neither MTN or Vodacom adjusting their services to keep customers...it's like a slow "milk them until they squeal" attitude.
Example : Vodacom not allowing migrating from voice->data contract, no prepaid bundles . Neither operators allowing carry-over on data and forcing the data bundle thing etc etc.

All 5 points boils down to lack of Communication and Access AKA "Customer Service" . THe call centre operators aren't trained to handle issues not found on the "menu" and are prone to providing incorrect/vague info which leads to issues down the line. They are also not in a position to actually "solve" the issue and can only "escalate" it somewhere else , thus they have no reason to "follow up" and the customer is left to do this themselves via the same underling operators....vicious circle
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Good day,

I'd be more than happy to respond to any none service delivery’s and try and get what ever the problem is sorted out but some circumstances are out of my control e.g. fismail's query with MTNSP

MTNDD
 
A general remark:

I still have to find a telecoms company in ZA which has an effect website drive client complaints entry point.

Either the response is close to never-never (if ever), or it seems to be directed to a very junior person in the food chain.

The success of getting problems resolved via MyBroadband or HelloPeter seems to be the negative PR associated with problem publicity. It is amazing how fast Telkom/Vodacom/MTN seems to react to such bad publicity. Often it is the only way to penetrate the corporate dungeons without being sent from division to division "because we may not talk to each other" (Had a call like that from Telkom yesterday)

It would be great if they would spend energy and money that would destroy the need of public complaints to resolve issues.
 
diabolus said:
Just a suggestion for that website.

While it's obvious what the message is, there is no solutions offered. Basically it comes down to a "so what?" . Is the website saying people should go to Vodacom/Virgin/Cell-C or what?

I also have a MTN and Voda contract and have had the same issues from both:

1. Slow response and inability to reach Call centres/helplines quickly.

2. Issue 1 leads to problems not being resolved efficiently because no one calls back or confirm, thus an issue is usually not resolved properly.
Example : Calling no less than 5 times [across 5 days] to get suspension unbarred, each time being told "i have lifted the call barring, it should be up in 2-24 hours" ...no one followed this up and thus no one noticed it was not lifted...

3. Billing Issues ranging from overbilling, wrong billing and not billing at all
Example : Changing of a bundle leading to being billed for it twice...took 2 months to fix.

4. Difficulty with adjusting/managing services like dysfunctional/lacking websites which leads to point no. 1 again etc.
Example : Website offers services, but changes do not reflect on account causing confusion and being billed incorrect...oh
lots of calls ....

5. Costs of everything and neither MTN or Vodacom adjusting their services to keep customers...it's like a slow "milk them until they squeal" attitude.
Example : Vodacom not allowing migrating from voice->data contract, no prepaid bundles . Neither operators allowing carry-over on data and forcing the data bundle thing etc etc.

All 5 points boils down to lack of Communication and Access AKA "Customer Service" . THe call centre operators aren't trained to handle issues not found on the "menu" and are prone to providing incorrect/vague info which leads to issues down the line. They are also not in a position to actually "solve" the issue and can only "escalate" it somewhere else , thus they have no reason to "follow up" and the customer is left to do this themselves via the same underling operators....vicious circle
Click to expand...

The problems experienced by Mobile Phone users is not isolated to South Africa only , it is a problem experienced by clients around the globe,customers in First world countries experience exactly the same problems we have over here , with the exception that on this forum you have dedicated appointed company representatives who are prepared to assist and resolve your problems .
 
kaspaas said:
A general remark:

I still have to find a telecoms company in ZA which has an effect website drive client complaints entry point.

Either the response is close to never-never (if ever), or it seems to be directed to a very junior person in the food chain.

The success of getting problems resolved via MyBroadband or HelloPeter seems to be the negative PR associated with problem publicity. It is amazing how fast Telkom/Vodacom/MTN seems to react to such bad publicity. Often it is the only way to penetrate the corporate dungeons without being sent from division to division "because we may not talk to each other" (Had a call like that from Telkom yesterday)

It would be great if they would spend energy and money that would destroy the need of public complaints to resolve issues.
Click to expand...

Well just to let you guys know in my case I'm a Data profile manager in Strategy & Product Innovation and I'm looking at this site on my own personal capaciry and doing my full time job at the same time which is very challenging but I feel very strongly about the presence I portray on this broadband forum and will always go to the ends of the earth to try and keep you the customer happy but many times its completly out of my hands but I'll do all I can that I can assure you of

MTNDD
 
MTN_Data_Dude said:
I'm looking at this site on my own personal capaciry and doing my full time job at the same time which is very challenging but I feel very strongly about the presence I portray on this broadband forum
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Thanks MTNDD, I'm sure a lot of people appreciate your presence on here, nice to hear the facts about what's going on too and cut through all the marketing/PR etc. ;)
 
Hey D.Dude,

You do this stuff on top of another J.O.B.!:eek:

They should be giving you a lekka chunk of their PR budget then. You & Pitbull & Snakepit do a lot more for the MTN image than any silly ad does.
 
dotVIBE said:
Hey D.Dude,

You do this stuff on top of another J.O.B.!:eek:

They should be giving you a lekka chunk of their PR budget then. You & Pitbull & Snakepit do a lot more for the MTN image than any silly ad does.
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We all do this in our Personal capasity...lol. We have normal Jobs too, I would love to get paid and rely to you guys all day !!!!!

Unfortunately that would never happen. Thanx for the Tap on the back It's good to hear we keep some users happy :)
 
We are extremely happy with what the 3 of you do, BUT 3 ppl, cant clear up a million people`s problems. That just not possible, and on top of that, most people dont even know about this site.
 
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