I took my Bold 9900 (Purchased from Truworths) to MTN Cavendish on Monday 4 Feb for a Manufacturers Warranty Assesment. I clearly expressed to the agent, Lloyd, that I did NOT want a refurbished phone, the phone either needed to be repaired or replaced with a brand new phone as I'm within my 6month warranty. He told me it will be sent away and I should contact the Technical Support Centre to request a new phone be issued.
On Wednesday I contacted the call centre and was informed that a refurbished phone was being sent to me. I spoke with Sarah Pillay, a Supervisor who said the agent misinformed me and that they only repair the phones. I went to the store on Friday and dealt with Mandisa, who informed me that I would need to take the phone to Montague Gardens and request a new phone be issued, but that this was unlikely.
I am being passed back and forth between agents who don't care and who don't want to take responsibility for their errors. It seems like nobody there really knows the policies and procedures, and change them as they go along to suite themselves in each situation. This level of "service" is completely and utterly appalling!!
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