On 06/07/2013, I collected my handset which went in for repairs to MTN via PEP Retail Crossing, . On rceipt of the phone, it had a sticker "REPAIRED" but was still nonfunctional. The PEP consultant (Fhuluwani/Lufuno- not sure) tried testing the phone several times & ended up calling MTN repairs to no avail. She then called the MIGHTY Sindi- MTN rep & explained the situation, Sindi either cut the call or got cut. She called back & the PEP Consultant explianed how upset I am (still today) bcoz I had waited for 2 mths for my phone, Sindi sd it's not her problem the phone was still not working after being repaired & n ot fixed though it was tested before I left the store with it.
PEP conusltant told her that the customer says she will take the matter up with MTN & Sindi clearly responded to my dismay (in her own words) "Tell her to take the matter to whatever level she likes", she then dropped the call leaving myself and the consultant ajaw.
Train your people on customer service skills as this is not the first incident of ill-service by your people, your resources. They do not know whta they are doing or they do not know how to handle customer enquiries, period.
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