MTN service provider / bad service
After having the misfortune of dealing with the absolutely incompetent staff at MTN Observatory, I’m not convinced that MTN, as a service provider, would actually care about this complaint. For a company that spends so much money of building their brand, I find it impossible to believe that you would entertain such low quality, when it comes to the MTN SP’s! Never in my life have I experienced a more pathetic approach to customer service.
Naturally when I went there to secure my upgrade they were very friendly, soon afterwards I realised that I made a terrible mistake trusting these sharks to do anything other than make money off me!
The problem started when they did not have stock available of the phone I chose to upgrade to and could only secure stock four days later. At this point I specifically asked whether another outlet would have stock, but was told that since we’ve already started the paperwork, I now have to follow through with the Observatory outlet. This was obviously utter nonsense, but I let it slip and was told by the sales person that, “you will get better service from us than Canal Walk, anyway they don’t really know what they’re doing at Canal Walk”.
From the moment I received my new BlackBerry phone I experienced problems with dropping calls. I returned to MTN Observatory to query this and was told that there is a general network problem and that you are working on it. I questioned whether it could be hardware and was told that it’s not the phone or any component of it as she, Yura Davids, personally double checked everything and that all was in order. I was amazed by Yura’s sudden lack of enthusiasm and the obvious lack of product knowledge. I dealt with the call centre later that week and as the problem persisted, I was making no headway so went back to MTN Observatory and insisted that the phone be exchanged, this time she simply told me that we’ve missed the return date and that the only option would be to take the phone for repairs. She could not indicate how long this would take, she refused to escalate my complaint and they could not even offer me a loan device for the unknown repairs duration. As I use my phone for business this was not an option and I left, having yet again, not gotten anywhere and being stuck with a phone that would drop almost EVERY call I made or received!
Today I spoke with Timothy Clouts from the MTN Network Coverage department who very first resolve was to enquire whether my SIM was 3G enabled, according to him this was the obvious reason for the persistent problem. I returned to MTN Observatory to get a new SIM and to complain about the very apparent lack of product knowledge and the utterly despicable service that I had to suffer from them. No apology was made, no resolve was offered and one of Mrs. David’s colleagues screamed at me to leave her shop! THIS is NOT acceptable! As the front for the MTN brand, this barbaric attitude, is an extension of what YOU consider to be client service. I have decided to simply take my business elsewhere and will on Monday initiate the proceedings to rather go to Vodacom.
I can however guarantee you that I will lodge complaints with all available consumer forums and make damn sure that everybody I know, know of the pathetic service standard I received from MTN.
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