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

[akescpt]

seems mybb is the new place to conduct surveys. must be cheaper to do it on here than a formal company that does these things.

 

[Ecco]

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.

RPM - please advise

 

[maumau]

Seems like you misread that one. They aren't removing the 79c plan, they are just adding the more expensive one.

How do you know which one you're on, or choose which one to be on?

 

[supersunbird]

How do you know which one you're on, or choose which one to be on?

*141*4# then choose 2, it will say what plan you are on and offer a choice of the others, just close after checking which one you are on.

 

[supersunbird]

Another thing they can improve, its the first time I used USSD for MTN (beyond *141# to check airtime balance) and its a very bad USSD layout, compared to Vodacoms *111#.

 

[Blu82]

Having the biggest advertisement board I have ever seen. I am referring to the container structure on the N1 north just after the UFO interchange in Pretoria.

 

[amanzimlotzi]

Mr MTN Victim Andre lotz

Share your views on what you think MTN does well, and what you think it can do better.

The only thing they do well is to steal their customer's money!
They owe me R37,000 stolen from me over 11 years!
Before I die, I am coming to their headoffice with a Auto Shotgun to collect unless they answer one of my hundreds of complaints letters!

This does not include the 10 thousand of Rands business I lost through their lack of service and illegal connections to my phone.

 

[3Gee]

They offer excellent coverage in and around cape town

 

[kenironside]

Do well:
- Network coverage seems to be as good as Vodacom although I have been in many urban areas where MTN is poor and Vodacom strong. (I have two MiFi's one with MTN and the other with Vodacom, so I can compare)
- I have recently come off contract, ported to prepaid and the 79c airtime is good.
- Afrihost are a good front end for you.
Don't do well:
- The MTN website is confusing and difficult to navigate. There are so many good mobile operator websites around the world to benchmark against, why can't this be fixed? It's been terrible for years.
- The arbitrary contract price increase. You don't seem to care much for your existing customers
- Giving help. If you can navigate the menu's and AVR (not always easy or even sometimes possible), the call center is terrible, most agents can't help and won't escalate. Calling again in the hopes of getting some sense is a very frustrating experience.

Overall, if nothing goes wrong, MTN is OK but when there is a problem or you want some information or you want to change something, it is a frustrating experience.

 

[Thor]

Make money for their investors. I thank them.

 

[Jaaks]

Well, what do they do well? Make huge amounts of money. Offer services to other companies such as virtual networks.
Improvements..... Now on that I can write a book but here are just a few. Ridiculous out of bundle data charges. Useless call centres that make you wait forever. Completely untrained staff in their shops. Charges for everything.... Contracts cost more than pre paid. And so on and so forth

 

[Comparator]

Share your views on what you think MTN does well, and what you think it can do better.

MTN has always innovated with phone bundles and national network coverage.
The bad: Dropped calls due to poor switching between base towers has been frustrating. Data network outages have led my company to switch service providers. Customer service as mentioned by others is frustratingly slow and difficult to reach.

 

[streenip]

MTN's cell and data signal is excellent throughout the country. The data and call rates are expensive when compared to CellC. MTN does not respond and follow-through on queries; and is too slow to correct billing and other errors, i.e. Telkom and City of JHB mentality.

My contract with MTN was bought out by CellC in March 2016, after being with MTN for more than 10 years, and my average spend was in excess of R1000. MTN did nothing about it...Amazing customer retention strategies. Looks like MTN's focus is only on corporate clients.

 

[supersunbird]

Looks like MTN's focus is only on corporate clients.

One would think so, but their 2 long big outages in the past year (lack of redundancy?) shows they don't even really care about them either...

 

[streenip]

Forgot to mention...the call Centre is ineffective and their branch network is pathetic - on my contract renewal every second year I waited for an average of 45 minutes to see the consult to do an upgrade.

 

[Bee guy James]

MTN - poor coverage in Morninghill. Post code 2007
Loyalty running thin, the latest price plan- Re-duced carry over money time. New contracts confusing and offer less value for money.

Can't convert current cash value into minutes on signing a new contract.

Call center may be free call but takes forever to get through, transferring get cut off.

May port but will lose out on my current balance of R1400.

 

[OOPMan]

Almost nothing whatsoever. The following things really stick though:

1: Their customer service is horrific and even the people in the stores can't help because they have to call through to the same call centre of infinite wait times.

2: Recycled numbers. My wife has a number that used to belong to another person and we basically don't use the line anymore. The device with that MTN sim card is on mute. The previous owner of that card has so many money collectors and overdue debts following them I wonder how they ever qualified for any kind of credit in the first place.

3: Web security. This relates to number 2. In the MTN web UI for managing your account it's possible for us to actually view information associated with the previous holder of the number. I don't even...

All in all, MTN gets 0 out of 10 from me. They should exit the mobile business before they make an even bigger fool of themselves.

As much as I hate to say it, Vodacom make them look like children in the sandpit.

 

[brotherb]

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.

Very true, their data and prepaid rate is better than vodacom which is why i moved to them and they offer free data on recharges etc, the website and call centre is a bit of a joke, they've been around as long as vodacom so coverage should match, a little more customer focus especially on information and access to a call centre agent - they aren't that bad though as a whole package.

 

[mrawat]

1. Network in Sherwood area is currently pathetic. I have written to them and their response is that it would take 10 working days for a consultant to contact me. So do you scumbag thief's refund be for the 10 days of business that I cannot conduct because of your lousy service?

2. Prepaid rates are ok, but data expires = theft. If mtn want to enforce expiring data on their customers then it's only fair that every 2 weeks all the petrol in their car tanks be burnt, all the food in their fridges given to charity. If that's not enough, every 2 weeks all the money in their bank accounts should disappear as a reward for sticking to a budget. They should revert to using holes in the ground because toilets are not from the millennium which their ideas originate.

3. Please stop sending me 50 spam messages every time I recharge.

4. Introduce an app that allows one to monitor control all activity on your number as the current USSD is as useful as a whore's panties.

 

[marvinFM]

Not much...but their data packages are significantly cheaper and the double data deal I have experienced the duration of my contract has been great...2Gb instead of 1....otherwise they are ****e