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

Improve your call centre efficiency. I renewed my contract last June. It took a full nine months of repeated calls to 808 to get them to bill me the correct amount, and then to get the overcharges credited to my account. The MTN shop which had handled the contract renewal were useless.
 
Customer care is awful. I've been waiting three weeks for them to get back to me about about a ln insurance claim. I have to wait 45 minutes on a call.
 
I haven't been a customer of MTN in a while; so these things might be outdated. I left MTN because of terrible, terrible customer service.

Things I would have liked from MTN:
1) Continuity when addressing a specific issue. When I had an issue I had to explain it from start again if the issue was not resolved on the spot. I would like a reference number, I would like to be able to continue to conversation with the same person or at least a person who read the background on the issue. This was made worse because the call center automatically cut the calls after an hour (what ridiculous thing was that???).
2) Have an escalation path for issues that cannot be resolved at the first level. There was a discrepancy in what was presented to me on my statement and what the call center agents had on their screens. They literally told me over and over again that I was an idiot because their screens reflected the correct information - even if I told them my statements did not reflect what they read to me. They refused to escalate the matter. I was not able to e-mail the statement to somebody which could look and compare and probably immediate see that there was a problem.
3) When a customer tells an agent that the issue has not been resolved MTN needs to take matter further from their side. Putting the phone down or calling the customer an idiot is not acceptable ways to resolve a query.
4) The call center agents really really needed some additional training. Basic understanding of how statements work ito open balance, invoices, payments and closing balances would have helped my query within 15 minutes (instead of being dragged out for six months and resulting me to leave MTN).
 
You joke, yes? MTN is THE worst company in South Africa. They steal from their customers. (Yes I was one, and yes MTN stole from me). They blatantly break the law elsewhere in Africa. They're expensive. Insanely so after the recent price increases. Please explain how AfriHost can offer much better cell and data deals than MTN can, while running on MTN infrastructure??? And without the OOB monster.

To do better:

1. Honesty. Seriously!

2. Competitive pricing.

3. Abolish the OOB monster once and far all.
 
I have tried without any luck to find out if I can check my data usage on the internet. I have one account consisting of both my voice contract and data contract. I was sent to and fro by MTN customer support just to find out how I can check my data usage or just to find out how much data I have left on my data contract for the month. In the end I gave up. Luckily on mybroadband I found a thread that gave information about a piece of software (mdma) that I could download and install on my PC and use it to send the necessary USSD to get my data usage.

I have been with CellC before I went over to MTN, where you could just log on with your cell number and password on their web site and voila you could get info on your data contract. Apparently MTN also has such a facility but I could only get info on my voice account. I spend two weeks trying to explain this to the people at MTN and nobody was able to assist me, so I gave up.
 
The Good:
-Afrihost...

The Bad:
-Customer support:
When you are in a MTN shop they can help you with the basics (e.g. Paying your account, opening a new account...), but the moment you come with a complex issue they juggle you between the consultants or tell you come back in 24 hours. If by then you are still around they give you a call centre number which has long holding times and when someone answers they still can't seem to resolve the issue.

-Poor website:
The whole website needs to be rebuilt.
The way the website goes about delivering necessary information is very confusing. Half the features of the website doesn't seem to work properly.
Get in contact with either codelab.io or marula.io with regards to building better information system, web apps, mobile apps and websites.
 
Take subscribers monies and divert far too much of it to directors/ CEO.
 
Nithium said:
The Good:
-Afrihost...

The Bad:
-Customer support:
When you are in a MTN shop they can help you with the basics (e.g. Paying your account, opening a new account...), but the moment you come with a complex issue they juggle you between the consultants or tell you come back in 24 hours. If by then you are still around they give you a call centre number which has long holding times and when someone answers they still can't seem to resolve the issue.

-Poor website:
The whole website needs to be rebuilt.
The way the website goes about delivering necessary information is very confusing. Half the features of the website doesn't seem to work properly.
Get in contact with either codelab.io or marula.io with regards to building better information system, web apps, mobile apps and websites.
Click to expand...

+1 on the maze that is the MTN website. Urgh! What a pain in the ass.
 
IMO - nothing. They increased pricing - why? The only benefit I currently have is that I was lucky enough to subscribe to their 1 year data roll over last year, so this at least saves me money (buy 2 gig and it lasts months). Reception is OK, but could be improved. Will also stay away from all contracts (not just MTN).
 
Only good thing about MTN is that they are good at marketing their products.
What they can improve on is their customer service at their numerous branches, poor network in Rustenburg, taking phone for repair at MTN you will wait minimum a month before its ready
 
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Mtn has good coverage in Port Elizabeth, the Greenacres branch is always friendly and willing to help.
There website needs to be updated and run better business contract specials, like a proper unlimited package.
 
Ag as hulle maar net wil luister na al hierdie voorstelle. Ek skryf in Afrikaans en weet sommer hulle gaan dit nie eers lees nie. Wonder of enige iemand daar Afrikaans ooit wil of kan verstaan...
Nr1, kanselleer my sim (met 'n balans op) omdat dit vir 'n tydjie buite 'n foon was.
Nr2, Skakel hulle daaroor, en Afrikaans is heel laaste op die lys tale waarvan jy moet kies.
Nr3, Reaktiveer die sim weer op die nommer, maar nou moet ek weer deur die rompslomp gaan om die ding te rica. Dieselfde sim, dieselfde nommer, dieselfde klant, maar nee. "Gaan rica die ding weer".
Nr4, Gaan na 'n paar plekke, hulle moan en sê hulle gaan nie, want die sim is nie daar gekoop nie (Rica die goed net as jy die sim daar en dan gekoop het, nie 'n ou sim wat weer aangesluit is nie).

Ek sien nie kans om weer in 'n tou te staan nie, want die diens by hulle takke is nêrens te bespeur nie, so nou vergeet ek maar van die sim en dra maar seker die prepaid by tot hulle "Nigerië Boetefonds". Sal maar weer 'n ander Telkom sim koop. Almal kla so oor Telkom, maar hulle diens (ten minste in Potchefstroom) is tien keer beter as MTN.

edit: O ja, ek was 'n Corporate kliënt met 'n paar MTN kontrakte. Is nou baie gelukkig met my enkele prepaid sim wat oor is, die res het ek al alles oorgesit na ander diensvers******s soos die kontrakte verval het.

edit2: MyBroadband, hoekom die sterretjies(sensor) in "vers******s"? Polities korrektheid heeltemal oordrewe...
 
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Keep the per second call cost at 79c, keep network quality good, keep the options of alternative apn settings for data available and give an option to talk to a real person when dialing a help desk.

I've happily moved from Vodacom and can't see any reason to choose any other service provider.
 
Mtn's customer care is useless. I mailed Mtn more than 20 times. The only time they contacted me is when I reported the matter to News24.
 
What does MTN do well? Steal your money...that's about what I can think of. Hmmm, a tough one. Last year I had the WORST year with MTN. It came down to them not having a proper way of reading my data bundle package usage, and the fine print in my contract which stated that once I went over my limit...my account would just keep on receiving more data which I was shocked to find! So if you think you are signing a contract for 24 months to pay say R499 to receive say 9Gigs of data - THAT MEANS NOTHING except that you must pay them at least that amount of money. I told them to put caps on my limit, they couldn't or wouldn't do it, I asked them to prove that I had in fact actually used that data, which eventually they came back and told me my contract allowance wasn't correct, but they still didn't reimburse me for the extra thousands of rands I had to pay them. So what I'm saying is, MTN need to stop screwing over the customers who are actually paying every month, need better customer service, and be willing to acknowledge their error and be prepared to help when they literally F***ED up. I was so happy when I dumped their useless broadband and got wifi from another company. So THAT is what they can do to improve.
 
You can trust MTN to complicate simple things in their favour.

No method of multiple sim management or iot/m2m readiness.

End2end problem ticket management with SLA needed.

Yes it is possible to simplify offerings and provide infinite flexibility if you stop worrying about screwing customers (or revenue assurance).

Reduce adverts... seriously

How hard is it to explain wheres my money at? Simplify billing...

Revive the spirit of innovation, and retain talent... bad customer service points to lack of experience people just don't know what's happening or how things work.

I challenge MTN reps to reply to each one of these posts and help customers.

U may be largest in Africa but u heading for third in SA. Wake up!
 
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