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Wed, 11 Nov 2009

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MTN reacts to complaints

19 COMMENTS | POST YOUR COMMENT

By Candice Jones, ITWeb online telecoms editor
Johannesburg, 11 Nov 2009

The company is investing in systems and people to better customer service, says MTN SA MD Karel Pienaar.

Following a spate of customer service complaints, MTN says it is putting money into getting its people and systems up to scratch.

“MTN is committed to delivering the best service to every subscriber, and to resolving the issues that affect our customers,” said executive of customer relationship Eddie Moyce in a statement.

Last week, ITWeb reported MTN was awarded a prize for service excellence in the telecoms industry. The award had many subscribers up in arms, saying the customer service received had not been satisfactory.

However, MTN says: “Putting our customer first is a dedication we will not sway away from and thus we are continually investing in our systems and training MTN personnel to deliver the best service possible.”

The statement reiterated that the year has been exceptionally challenging. Moyce says MTN has been affected by the economic crisis, the introduction of RICA and the company's own system and infrastructure upgrades.

MTN SA MD Karel Pienaar noted last week that MTN has invested billions this year on improvements and upgrades to its IT systems, part of which include its billing. “While there have been some teething problems, we are now beginning to reap the rewards of our investment.”

MTN has reassured customers that they will be the heart of the business. “Subscribers can rest assured that MTN will continually strive to deliver on the promise of excellence.”

Comments (19)

ToxicWazte said:

Threaten MTN to get a response

@Wilem H: Congrats on finally sorting your problem out after 6 months. Yip it seems that the only way to get a positive response out of MTN is to threaten them.

To the rest of the people with problems, don't bother with going through the regular channels. They just don't work. I've tried. We've all tried! Save yourself the frustration and rather lay charges, threaten them with legal action, or report them to ICASA.

It seems that complaining on HelloPeter.com makes no difference either, except to waste your time and give you false hope for a while.

MTN - you suck! You're a disgrace to RSA!

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December 18, 2009 Votes: +0

Willem H said:

MTN

	Hi My problem is now resolved and I have received a refund. Try this e-mail address. Jeanette Tlalane Moletsane [ MTNSP - Sandton ] [Molets_J@mtn.co.za] She sorted my problem out. Seems the threat to lay a charge of theft against the MD worked. Regards Willem
	report abuse vote down vote up December 18, 2009 Votes: +1

AMS said:

Does the MTN Port Help Desk even exist?

	A service excellence award!!!!???? I am being charged for an expired contract that I have cancelled over the phone and via fax. I have spent HOURS on the phone trying to reach the MTN Port Help Desk who never pick up. Someone help me!
	report abuse vote down vote up December 14, 2009 Votes: +1

Willem H said:

More bull from supposed service companies

	I have been trying since May 2009 to cancel my account. No luck, E-mails, service centres no luck. Will now lay a chagrge of theft against the MD maybe will get response then.
	report abuse vote down vote up December 14, 2009 Votes: +1

Gerhard Pieters said:

MTN Customer Care - Does not CARE

	I've been trying for the last 6 weeks to get MTN to correct their billing mistake but Customer Care is ignoring my mails and calls. It's like talking to a brick wall. It's clear that they DO NOT CARE , or are CLUELESS. Regards. GP.
	report abuse vote down vote up December 06, 2009 Votes: +1

marushka said:

a prize for excellence??? you must be joking

	I have been trying to get help from MTN for months vis phone, email and MTN stores TO NO AVAIL. I feel completely ripped off by MTN after being with them for over ten years.
	report abuse vote down vote up December 03, 2009 Votes: +1

John Tcm said:

I agree

MTN has it coming. Recently, I tried to register a business solution with MTN. Their own web site rejected the input. I advised MTN - they could not understand it was their own server rejecting the input. Eventually, I gave up. It seemed pointless providing a business opportunity for discussion when they did not understand basic internet logic and their arrogance was appalling. VODACOM on the other hand - pleasure to deal with.

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November 17, 2009 Votes: +1

Nicky said:

MTN not so bad

	I have been with MTN for close on 12 years. I have also lost my patience on the call centre however where ever you phone, you wait. Try Telkom, Try Ekhurleni, Try Vodacom. They are all the same. Service in general has gone down in South Africa. MTN, you are still my provider of choice. Vodacom and Cell C continue to call and I will not change ...... Well done on the award MTN
	report abuse vote down vote up November 16, 2009 Votes: -1

vanessa cook said:

A typical politicians gas attack!

This is not parliament Karel, we are not placated with 'we are striving to offer the very best and innovative products and service..' bla bla! Why does my cellphone costs DOUBLE the month your company takes Italk over? Why will nobody send me my itemised billing? why have you cut me off 5 times in a month for some random 'credit limit' I have never had before?
I have been a loyal client with Sebsom who became Italk now MTN - 14 years with the same company and i get this crud service? And it says i will pay penalties if i cancel my contract - we'll see if you have upheld your customer delivery charter when the time comes in court!!!

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November 13, 2009 Votes: +1

Rhavi said:

MTN reacts to complaints

Agree Chris R. I challenge Karel Piennar to try calling that MTN call-centre for anything and he must report back in terms of the amount of time he had to hold on for an agent, the quality of the line, and MOST IMPORTANTLY if he was able to get assistance on what he was calling about. What pisses me off is that the company has been reporting billions of profits all these years and yet their infrastructure including critical customer service systems are falling apart. Now i believe the stories that MTN is on "auto-pilot". And for your own infor MTN, in Nigeria where there is a sublime regulator, operators are made to refund customers for shitty service like yours.

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November 12, 2009 Votes: +1

Chris R said:

How about the CEO actually sitting on the call centre for a while

Why don't the MTN Execs stop issuing Press Releases and actually sit on their own call centres or even go to their own walk in centres (eg the disaster at Mornigside). Our State President even took calls personally on the President's Hotline. Empower staff to actually FIX the problems and stop IGNORING your customer's complaints, especially when they are not being resolved the first time. Where are the escalation channels? Why does nobody EVER get back to you? Why is there no customer service Executive who is following up on dissatisfied customers who have not had their problems addressed first time? You will never get more customers with current service levels. Look after your existing customers rather than wasting money on competitions to encourage new subscribers who will soon be appalled by your levels of customer service.

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November 12, 2009 Votes: +1

Roger D Weiss said:

MTN has invested billions

	The billions they no doubt raised through their unethical MTN15 competition that prayed on gullible people entering the SMS competition. The other portion is from the mysterious "promotion fee" that suddenly appears on subscribers statements. Good one MTN. I hate you so much after 15 years of being subscriber that I can't wait to get off my contract in 2011. Wish it was sooner.
	report abuse vote down vote up November 12, 2009 Votes: +1

zombo said:

MTN Future' Advice

Outsource all the call centres or provide more attention to the township customers who buying more prepaid vouchers.Change the billing system.Hope this will help TIM..i LOVE MTN.. they got the best IT infrastrure but its not used to MTN benefit.Open a tollfree no. for costumers who have complaints about service to escalate to or followup their problems.I LOVE MTN.Allow BEE companies to assist with fresh Idea,,, to improve ur customers service.

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November 12, 2009 Votes: +0

JPH said:

Blah blah blah

	MTN should fire its PR team. Anyone with half a brain would never have publicised the Orange award - knowing very well the furore it would cause among MTN customers! And stop blaming RICA and the recession for dwindling subscriber numbers...
	report abuse vote down vote up November 12, 2009 Votes: +1

ToxicWazte said:

Thanks Candice

Thanks to Candice Jones for listening to us, and doing a follow up story.

However, I am not convinced by the response from Eddie Moyce (executive of customer relationship), Karel Pienaar (MTN SA MD), or MTN in general.

They are the biggest liars and thieves. All this talk from them is a load of hot air.

If you care about your hard-earned money in this already tough economy, and disastrous African country, I wouldn't touch MTN with even a 10 foot poll. Stay away for your own good!

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November 12, 2009 Votes: +1

Rhavi said:

MTN reacts to complaints

Nonsense, maybe the billions spent on IT have been directed towards the systems that aid at robbing us of our money. I have in two instances loaded data bundles and out of the blue they are finished.i have given up calling the call-centre to compalin because EVRY ...... TIME i am told the systems are down or some other stupid excuse. I will not even talk about the horrible quality of the calls. I am sure MTN has been aware of these problems but priority was stuffing money into Directors pockets that providing quality service.

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November 11, 2009 Votes: +1

bulllllll said:

Bull

Its all hot air. With all these so-called infrastructure upgrades, you'd think the network would at least be stable. I don't go a single day without getting at least one dropped call. And have you ever tried getting them to look at the 3G coverage - after logging a call and speaking to three different people, I was then told that that's how it is and if I want someone to look at it I must log another call. WTF? Naturally not a soul responded to the second call. My contract is up for renewal shortly, you can guarantee it won't be with MTN.

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November 11, 2009 Votes: +1

sowhat said:

Dirty Lies

	MTN is full of Dirty Lies, they retrenching 7% of employees, no bonuses for anyone except all executives and General Managers. It is all about whose tickling who at MTN.
	report abuse vote down vote up November 11, 2009 Votes: +5

Jason Lee said:

MTN reacts to complaints

	If they are investing in people then why are they retrenching 7% of their staff?
	report abuse vote down vote up November 11, 2009 Votes: +4

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