Samsung D900i / mtn service & repair complaint
On 12 August 2008 I took my phone in for repairs and for an update. Its a Samsung D900i, I informed the service consultant that the phone or chrome finishing was peeling and that the phone continuously switches off. I was not sure what the problem was but I am hoping to get my phone back as soon as possilbe. I requested that the window on the phone also be replaced, followed by the question of how much will it cost me?? I was informed that the service would be free as I was a contract customer, the peeling was clearly evident and no fault of my own.
I was told that I would be informed when the phone does arrive. I made several enquiries with the MTN branch in Estcourt, both telephonically and personally. This was met with by unresponsive and clearly annoyed service consultants.
After making several enquiries and subsequent visits to the Estcourt branch, I was given the number of the repair centre who informed me that they had dispatched my phone via a courrier service in Johannesburg. I contacted Johannesburg "courrier service" and was informed by a rude lady that the phone was dispatched to Newcastle and she was unsure when I would recieve it. I was then given the number of newcastle courrier service and informed that they might deliver my phone on Friday or "sometime" next week.
The phone had been at the "couriers' for over 7 days. After going to the Estcourt branch on Monday 1 September 2008 at 13:30 my phone had not yet arrived. At around 14:50 a service consultant from the branch called telling me that my phone was back and that I could collect it.
At approximately 16:17 I once again went to MTN Estcourt and waited for over 20 minutes before being served by a consultant. The phone that was given to me was clearly more damaged than it originally was... scratches that was everywhere, the phone slider had been greased and the goey stuff was on my fingers.. (evidence that it had service had been done???) on further inspection the phone the battery was not mine...i had a battery that was white in color / the battery that was now being given to me was old, black and scratched. The window was not replaced nor was the chrome finishing which was peeling... the service consultant looked at my reaction and she herself I think was shocked at the sight of my phone!!!
Am I upset about the situation? Hell Yes
I have not accepted the phone and was assured a call by the Estcourt branch by 09h00 its now 09h52 and still no call.
I am disappointed at the service I recieved from the consultants. Several calls and visits to the branch. Disappointed that I had to make enquiries trying to locate the phone. After being a customer of MTN for the past ten years I am deeply shocked and horrified with the services, customer service agents, couriers, the repair service being POOR - DISGUSTINGLY SO! and most especially I am disappointed in the fact that service standards have dropped so drastically.
I hold three contracts with MTN and I feel cheated. Right now I feel like cancelling all my contracts altogether!!
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