Why does MTN have a query process?

[bekdik]

I notice that most of my queries are summarily closed with the comment "passed on to corporate" or some other department within MTN. Thereafter nothing further happens.

Now I know that MTN's customer support process via the mtn active web site basically sucks - navigating around is about as complex as it could have been designed - but why on earth bother to put up a facade that they (MTN) is going to answer any queries?

In the case that has erected my gander, I asked why 16202 calls are being charged for when the web site clearly states that such calls are free.

I'm suspecting that a CPA query is in the offing.

 

[brendonwp]

Try hellopeter. And then follow up on all the people cc'ed when nothing happens after the first week. Then post the whole history here. And go into several service centres and show them the correspondence, and insist on seeing the manager when they hit a blank wall.

It worked for me..

 

[brendonwp]

After three years, I have to add.

 

[KevvyGP]

+1

Hellopeter plenty, call centre, emails, all the same: "Your query has been passed on/escalated" and a representative will be in contact..."

I even logged a complaint about thi spractice to them on Hellopeter - they simply issue this standard response so that they get the status of "customer who responds" on HP. Absolute bull. MTN should be ashamed with the way they conduct themselves. With VC now becoming VFone, apparently a lot of the VFone not-so-greedy 1st world/UK competitive business practices will be employed in SA, so I will migrate very soon.

 

[MandM]

They have the query process to keep our blood pressures sky high, because that's all that it is useful for

The only way to get something is to pester them everywhere you can and over a prolonged period of time.

 

[GreGorGy]

They have a query process for the exact same reason your kitchen has eye-level cupboards: for users to keep bumping their heads!

 

[bekdik]

They have a query process for the exact same reason your kitchen has eye-level cupboards: for users to keep bumping their heads!

That sounds about right.

It certainly isn't to support their clients.

 

[HapticSimian]

I don't know.