I took my mobile phone to Canal Walk for an insurance claim on the 7th January. Apparently Canal Walk did not forward my claim to MTN SP and after another unnecessary delay, trying to state that it was NOT a warranty claim, but an insurance claim, I eventually received my claim form via email on the 21st January. I paid the excess on the 23rd January and send both an email with the proof attached, as well as a fax to MTN. After many calls following up, I was told that there was no proof that I made the payment. I was eventually told today, that the claim was approved. This was after I spent 29 minutes trying to get through to a consultant. I was then transferred to another 2 agents (this took an addition 15 minutes of waiting). I asked if my phone was ready for collection and was told I need to contact MTN Canal Walk directly. Well.. there is no phone number available to check that my cell is ready for collection. So I must now drive to the store and I sincerely hope that my phone is ready for collection and that there is no more miscommunication or imcompetence from MTN.
The lack customer care, poor processes and workflow with NO feedback is totally unacceptable.
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