I recently upgraded my MTN cellphone contract and was persuaded to upgrade early to a deal that came with a free Samsung tablet (which I actually needed). I dealt with a wonderful agent in their retentions department, who multiple times on the call confirmed the deal and mentioned that it came with a free tablet. This was on 3 October. On 5 October, he called me to confirm the upgrade was successful. I then asked him to please just confirm all the details, which he did, he also confirmed the free tablet as part of the deal.
On 12 October, my new phone arrived - without the tablet. I immediatley let them know and was promised a call back the same day to resolve this. This was the first of upward of 30 times I was promised that someone would call me back. I have 67 emails going back and forth between myself and various members of the MTN team, ranging from customer service agents to senior managers. Not a single person, not one, has gotten back to me with an ounce of feedback. The only feedback I have received in almost 2 months but every single person was that they would escalate this, then radio silence.
I have logged complations with the Consumer Goods & Services Ombudsman and the National Consumer Protection - I have had no success here either. MTN just responds with much of the same "We are investigating". I have emailed countless managers and executives, again not a single ounce of feedback.
At one point, one of the agents I spoke to said they had no stock left, which is why they could not supply me with one, however they have another new deal that comes with the same free tablet. Irrespective, it's not an expensive tablet, it costs R1,700 at Takealot, I am paying R669 a month for my contract, they can afford to take the knock from them error and just go buy one.
Does anyone have any advice for me on what to do next? I have tried engaging with their social media team, contacting Wendy Knowler, MyBroadband, no success on any of these fronts unfortunately.
Thanks in advance.
On 12 October, my new phone arrived - without the tablet. I immediatley let them know and was promised a call back the same day to resolve this. This was the first of upward of 30 times I was promised that someone would call me back. I have 67 emails going back and forth between myself and various members of the MTN team, ranging from customer service agents to senior managers. Not a single person, not one, has gotten back to me with an ounce of feedback. The only feedback I have received in almost 2 months but every single person was that they would escalate this, then radio silence.
I have logged complations with the Consumer Goods & Services Ombudsman and the National Consumer Protection - I have had no success here either. MTN just responds with much of the same "We are investigating". I have emailed countless managers and executives, again not a single ounce of feedback.
At one point, one of the agents I spoke to said they had no stock left, which is why they could not supply me with one, however they have another new deal that comes with the same free tablet. Irrespective, it's not an expensive tablet, it costs R1,700 at Takealot, I am paying R669 a month for my contract, they can afford to take the knock from them error and just go buy one.
Does anyone have any advice for me on what to do next? I have tried engaging with their social media team, contacting Wendy Knowler, MyBroadband, no success on any of these fronts unfortunately.
Thanks in advance.
