What does MTN do well, and where can it improve?

rpm

rpm

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Share your views on what you think MTN does well, and what you think it can do better.
 
Did does reasonably well with regards to connectivity and it's new SHIFTA packages looks to bring what people have been asking for forever. They also don't do as much operator branding on their phones as Vodacom which is amazing on it's own.

What it can do better:

Getting rid of the OOB shark. If Telkom can redirect your browser to a page asking if you want to browse out of bundle, then so can MTN. Going OOB shouldnt be enabled by default.

They need to get their marketing act together. There's all this focus on games and promos(short term gain) while forgetting to actually build what the MTN brand means(long term gain).

Where is my Triple play offering MTN? You have fibre, you have voice, you have VU. Now bundle into one package on one bill. This cannot possible be taking so long.

It should be a lot easier to reach a call centre operator. The way you have you routing options is that reaching an operator is virtually the last option you have to wait for. In an age where speaking to a human is a selling point, this can be improved:

https://ting.com/

ting.PNG


Those just off the top of my head.

[video=youtube_share;vV_l9ZoBfOI]https://youtu.be/vV_l9ZoBfOI[/video]

The ad is funny as hell.
 
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As a MTN customer there is nothing I can think off that they do well except have decent network coverage for calls and the only reason I'm on them is because they still have the prepaid 0.79c per minute deal SIM I use in a dumb phone.

Their website is crap, with all info hard to find. Their Menlyn store was always crap with long wait times to get any service. Basically anything customer service related is bad.
 
I have decent coverage but wish they'd train their staff.

Complete moron is a manager at our local branch. Excellent, helpful, reliable girl who does all the work is the assistant.
 
For the most part, I'm quite happy with MTN. Could do with better coverage in Hillcrest and parts of Westville. The Pavilion and Kloof branches are kind of like time bubbles - you step out after what feels like hours later, with pretty much nothing accomplished.

That said, it's been a while since I've been to either one. I will try my best to keep it that way.
 
Don't send spam SMSes with every recharge.

I do not want to be asked to send a virtual business card every time I make a call.
 
Customer care needs a major revamp.
I have had to escalate my last 5 issues (over a 2 or 3 year period) to the Office of Chief Customer Experience Officer to get resolution. This was after weeks of trying to get resolution through regular channels.

Short list of what could be improved:
  • Call centre agents need to be empowered to actually action requests. Right now they are mostly a post office for pushing requests to other departments
  • Departments should field calls - especially the Retentions department
  • The customer care system that fields emails needs to be turfed out and MTN should start again. Response to email communications is pathetic.
 
How does a prepaid user get a call centre agent? They don't - it is not possible or if it is, that is incredibly well hidden.

Their website has a captcha thing when you want to reset passwords or register that does not render properly on Safari - the top is missing so one has no idea what the captcha is asking:

Screen Shot 2016-07-11 at 15.20.58.png

so obviously their website "developers" are fly-by-night hacks with limited market exposure and even more limited testing.

If you get free minutes from one of MTN's promos, then you cannot make calls afterwards - this weekend I had to restart my phone every time I needed to make a call because I was told I had insufficient airtime (I have lots) and I have noticed this bug happens after a "free" minutes promo.

And try to get hold of someone to fix that? Good luck.
 
The only reason I'm still with them is because they have a decent quality network (relatively speaking). That, and Afrihost mobile.

Where they can improve - pretty much everything, from customer service, to pricing, to treating people like crap by changing pricing mid-contract. The last one especially is completely unacceptable business practise...
 
Dey cen pay dair fynes beta mah brothas. I tell you dis in all senserity oh. All we asked for was $5.2 billion becoz why they forgot to de-register dair sim cards here oh. And they cry at the courts oh. Why? Why mah brotha? Seems lyk dey be da ones doin da scamming !

They have messed up with content charges multiple times despite *141*5# saying I am not subscribed. #fail
 
The good - Decent packages with decent data allocations
The bad - PLEASE respond to e-mails sent to customer care!
 
All the recent speed tests, call tests etc conducted by MyBroadband will tell you exactly what needs to be fixed regarding quality of service and network coverage. They not at the top of that list and they should be fighting to get there. Cell C have overtaken them, and so many people would tell you just how lousy Cell C was. If they could do it with a much smaller customer base what is MTN’s problem.

Apart from coverage - everything relating to customer service needs an overhaul. When I needed to port my number to them, I had to jump through so many hoops. You would think they would really focus a lot of their energy and time on signing up new customers. To me it seemed like they couldn’t care about new customers.
Related to my porting issue, I really struggled to get assistance from the MTN call centres, I could never get to talk to a real person. I emailed the contact centre, never received a response. I posted a request for assistance to their twitter account, no response. I finally resorted to putting a complaint on hellopeter, somebody called me regarding that 2 months later. That kind of lack of support is shocking.

As somebody else posted, the only reason I stick with them is the 79c call rate – network coverage and service is lousy and I have to contextualize that by adding MTN has the second largest customer base in SA.
 
rpm said:
Share your views on what you think MTN does well, and what you think it can do better.
Click to expand...

Who is going to consume the feedback from this thread? And if it is a senior person at MTN, do you have any indication of the urgency for dealing with these issues.

I think if you read the replies thusfar, there is a real problem with basic customer service.
 
The only thing they have done well is build the network.

But it now appears they have decided to stop maintaining it. And their pricing is uncompetitive
 
1) Cut out the messages and ads when connecting a call.
2) Automatically reduce the cost of the contract to charges only when a contract has reached it expiary time. Insted there is no difference in cost even though you have finished paying for the phone. This is theft.
3) When you advertise contracts and say 350 airtime, 50sms and 250Mb per month surely you should give the 250Mb per month. This is theft.
4) Maintain your towers, I keep getting cut off
5) Stop fking up and transferring the fines and penalties cost to the customer whilst still paying huge bonuses to the idiots that
screwed up.
6) Fix your web site - it's crummy and not a pleasant experience
 
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