So,
After paying in R1700 for a HTC Desire HD on contract in December, my phone went faulty in March. It took 4 months to repair, and when I received it back the GPS was broken. I took it back a week later and was told it was was not fixable and I would receive a new phone.
A few weeks later, I was called in to pick up a phone. The handset they gave me was obviously a 2nd hand unit, and it had a badly scratched screen so I refused to accept it. After sending it back, The Repair Centre let me know that it was actually my own handset, but with a new motherboard inside it. I pointed out that the IMEI number on the phone did not match mine. Even after the area manager came in and confirmed the phone was an unsuitable replacement it still took 2 weeks and a hellopeter complaint to get them to them to take back the phone.
A week later MTN got back to me with a 2nd replacement phone. Again they offered me an obviously 2nd hand phone with a badly scratched up screen. Again they claimed that this was my original phone casing with a different motherboard inside it. Even though this time it was clearly a different phone from the first one where they made this particular statement.
This was still obviously not my original phone and the IMEI numbers on this phone casing was again not that of my original phone. Blatant lies from the Repair Centre, again. The outlet has told me that their hands are now tied, and I have no other option but to accept the phone because the Repair Centre stand by their decision.
So what do I do now MTN? Is this standard policy? Do you so absolutely refuse to do warranty swopouts that your repair centre would blatantly LIE your area managers so that you can push out recycled 2nd hand phones to your customers when they send their brand new phones in for repairs? And then FORCE them to accept it by lying to them? Even when it can be proved that these are lies?
Now I'm stuck. Hellopeter doesn't work any more, the outlet can't help me, and there is no one at MTN that I can talk to. It's September, and i haven't seen my phone since March. And apparently I have no option but to take some 2nd hand scratched up phone as my warranty replacement. So I ask you, what use is my 2 year MTN warranty?
After paying in R1700 for a HTC Desire HD on contract in December, my phone went faulty in March. It took 4 months to repair, and when I received it back the GPS was broken. I took it back a week later and was told it was was not fixable and I would receive a new phone.
A few weeks later, I was called in to pick up a phone. The handset they gave me was obviously a 2nd hand unit, and it had a badly scratched screen so I refused to accept it. After sending it back, The Repair Centre let me know that it was actually my own handset, but with a new motherboard inside it. I pointed out that the IMEI number on the phone did not match mine. Even after the area manager came in and confirmed the phone was an unsuitable replacement it still took 2 weeks and a hellopeter complaint to get them to them to take back the phone.
A week later MTN got back to me with a 2nd replacement phone. Again they offered me an obviously 2nd hand phone with a badly scratched up screen. Again they claimed that this was my original phone casing with a different motherboard inside it. Even though this time it was clearly a different phone from the first one where they made this particular statement.
This was still obviously not my original phone and the IMEI numbers on this phone casing was again not that of my original phone. Blatant lies from the Repair Centre, again. The outlet has told me that their hands are now tied, and I have no other option but to accept the phone because the Repair Centre stand by their decision.
So what do I do now MTN? Is this standard policy? Do you so absolutely refuse to do warranty swopouts that your repair centre would blatantly LIE your area managers so that you can push out recycled 2nd hand phones to your customers when they send their brand new phones in for repairs? And then FORCE them to accept it by lying to them? Even when it can be proved that these are lies?
Now I'm stuck. Hellopeter doesn't work any more, the outlet can't help me, and there is no one at MTN that I can talk to. It's September, and i haven't seen my phone since March. And apparently I have no option but to take some 2nd hand scratched up phone as my warranty replacement. So I ask you, what use is my 2 year MTN warranty?
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