I handed my 5 month old Samsung S4 in for a warranty assessment due to a faulty battery. All paper work for the warranty assessment completed by MTN staff indicated that the phone was in good condition. However the phone was rejected for the warranty assessment due to a deep dent on the phone. I disputed the rejection since my phone was not damaged when I handed it in for the assessment, which is supported by the paper work completed by MTN. The phone was then sent in for repair on suggestion of the service consultant where they replaced the battery but did not repair the dent. The dent is significant and clearly visible to the naked eye - it could not possibly have been missed by the service consultant when I first took it in. Now MTN claim that I am lying and that I initially handed in a dented phone which somehow both I and the service consultant did not see!! They are not willing to take accountability for the damage on the phone, saying there is no proof the phone was not damaged, although all MTN documentation states clearly that there was no damage on the phone at the outset! They are now escalating the matter internally but still maintain that I handed in a damaged phone.
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