My MTN experience

[medicnick83]

Hi all,

So I want to share my experience with MTN and taking out a 'new' contract with them.

So, a month ago, my girlfriend decides she wants to upgrade her 1 contract, goes to Canal Walk after chats to the Somerset Mall branch, we go there, chat to a consultant Bulalani and after say 20 to 30 minutes, we walk out with everything sorted, but while there, I asked Bulalani the if I could take the same contract and he said yes - all he needs is my ID because I'm on the system (had a MTN contract previously)

So, yesterday, I decide I want the contract, I goto the Waterstone branch in Somerset West and well, their customer service was horrible! I asked if they had the deal, they don't, I'll have to wait 2 weeks to get it - then I ask if them if they can give me a number for Canal Walk and they say NO, they are not in anyway connected so they can't help me - I make it obvious that I don't want to have to drive all the way to Canal Walk branch and get there and they don't have stock - they look at me and basically say "yeah, well, that will not be great hey" (and that's it... no offer to help in anyway) (Please note; on many web sites, it has "Walk in only" listed as a contact number) so I leave and rush off to Somerset Mall branch - upon arrival there, the guys are great, helpful, they give me Bulalani's number again and I call him and he says, they have stock of the deal in question, I must come through and they'll sort me out.

I make a decision to drive through from Somerset West to the Canal Walk branch, the inside shop, near entrance 5 and end up standing in a queue that took us from 7:30 to about 9 when I finally got served by a consultant.

Here comes the part that really bugs me the most.
The consultant in question helps me, proceeds to do the contract but for some or other reason - it's taking forever and eventually he tells me he will have to do it manually and goes off to do his thing - funny thing that MTN shop has issues with "slow" connections - especially when they RAVE about LTE and this and that.

Anyways!

It's past 9pm, they closing, and Mr Consultant tells me that I will have to come back tomorrow because the system is to slow and they will have to do it manually - I explain my issue with the drive (coming from Somerset West is not exactly "around the corner" but hey, I accept it) but say that I will call him at about 5pm (I'll be a the airport at this time) and he can inform me but he tells me not to worry, because he will SMS me and not call me or leave a voice mail message - I accept and bye bye.

Today, nothing! I ask my girlfriends mom if she can help me and try get hold of them and see what is going on with the process - the reply "they are still busy with it" so at 5pm I call Mr consultant himself (Niyaaz) and he tells me that he can't talk to me now - he is driving - he'll call me back in 5 minutes) so I tell him - more like, remind him that I am at the airport and want to know if I must come through or not (I am basically in the middle if so to speak) and he says yes, 5 minutes he'll get back to me.

5 minutes goes by - 10 minutes goes by - nothing! I decide, screw it, I'm going home.
I get home and send him a SMS saying that it's been a hour now... and then I call twice and no answer.

Is this really how they allow their consultants to deal with customers?
I actually went beyond in trying to make contact myself with the consultant and yet, there is no reply back from him.

This is NOT acceptable!

 

[Dryad]

Yeah, can believe you had a bad experience. The shop always have a queue that is nearly out of the door whenever I go past there.

I used to be with MTN but have been experience so many problems with the them that I ended up cancelling my contract with them, my husband is also now cancelling with them.

Maybe try posting something on their Facebook page, that sometimes work? But to be honest if you are experience problems at the start it usually does not bode well.

Good luck, hope you have it sorted!

 

[Ecco]

Thats a lot of jumping through hoops.

What bugs me is that as an MTN customer you should be able to go to any store and get service, and if you want details for another store they should oblige. They shouldnt be competing against each other and putting their own needs first. The customers needs should come first. If store x doesnt have the product, they should be able to call up head office or whatever and pull the phone for the customer from store y who does have the phone.

 

[medicnick83]

Hi all,

Well, yesterday I went to the same store and was ready to throw my toys but I didn't - I was helped by a lady whose full name I can't remember, but the staff called her Shammy.
She immediately sorted me out - the first thing that upset me big time was when I told her that I had already done all the paperwork (basically on the PC and manually) she told me she and the rest of the back office staff couldn't find it so Niyaaz B wasted my time on Tuesday night because he didn't file it properly so others could finish it up - which is why when I called him the following day and asked him to tell me what is going on and he said he would call me back in 5 minutes, he didn't!

USELESS!!!

I have been reminded yet again that it's only CERTAIN staff that can make the companies name GAT.
If all put in effort and did things properly, MTN, and probably THAT store in Canal Walk would probably have a better name.

 

[Defib]

Niyaaz gave me the worst service EVER

 

[medicnick83]

Niyaaz gave me the worst service EVER

Then something needs to be done.

 

[Brianskea]

Hi there,

Assuming you can access this facebook page,
http://www.facebook.com/MTNza/posts/10150281703689987?notif_t=like

That is one of the problems I am currently facing.
Although to get the contract is completely another story - Lets just say porting took around 8 days - 8days without a cellphone, all personal and business contact come to a hault.

That facebook link describes what I am currently facing. They have not supplied me with my data - after several calls to customer care as well. Now I have just about munched through all my airtime, cause the data I paid for was not supplied. Very unfair, cause there is still 9days until it gets replenished, I will therefore have to fork out MORE money above the R475 to continue using the device.

Regards,

 

[medicnick83]

Brianskea, I posted my issue as well, and they deleted it. Typical!

 

[MaddieX]

I don't know if this will help you, but why not go to Hello Peter. EmptyN sucks when it comes to their customers, even when you phone 808, sounds like they're not a mood to help you or anyone else. Yes they have SUPER deals, but that's where it ends..sadly.

Hope you get sorted, can't believe you had to go through all that **** and still waiting for someone to contact you. Not right.

Brianskea, I posted my issue as well, and they deleted it. Typical!

 

[medicnick83]

They ignore HelloPeter, Twitter, MyBB, Facebook very well - doesn't really matter where you post, they just (if they can) delete your posts/comments or just plain ignore you.

 

[Fiekus]

They ignore HelloPeter, Twitter, MyBB, Facebook very well - doesn't really matter where you post, they just (if they can) delete your posts/comments or just plain ignore you.

I've had lots of success after posting on HelloPeter, search for 'Fiekus' and you'll find a complaint against MTN. They called me and I also received two emails from two different consultants providing assistance.