DSV - Bad service

MTN / DSV

I was contacted telephonically by an MTN sales agent on 8 November 2022 and applied for an upgrade on the same date. It was approved.

Some time after that DSV couriers attended at my offices with the device but the biometric machine did not work. This is where my woes started. The courier requested me to call MTN and arrange that another form of identification be used instead of the biometrics.

I duly called and informed MTN. The consultant did not tell me that a biometric test is compulsory.

On 23 November 2022 I was contacted by DSV couriers to arrange the delivery. It was arranged for 25 November 2022 between 8:00 and 9:00. However, the courier arrived at 9:50 when I was at court, since I am an attorney. I called DSV to request that he returns (I missed him by 5 minutes) but was told that it is not possible.

Shortly, thereafter I started receiving text messages that the device will be delivered and that I have to do a biometric test. I called DSV and they informed me that it is compulsory and if I cannot do a biometric test I will not be able to take delivery, at all. There is no alternative.

I had at least 4 calls with 4 different consultants without any joy. On 2 December 2022 I called DSV and insisted to talk to a supervisor. I spoke to a male person namely Bafana who informed me that he would try his best to assist me and that the matter will be escalated to MTN.

To date I have had no feedback from Bafana.

After some time I decided to apply for an upgrade online via the Istore since they do no require biometrics for identification.

On 13 December 2022 I was requested by the Istore to cancel the existing open application. I called MTN cancellations. I was informed by the consultant that it has already been cancelled.

On 20 December 2022 I was told by the Istore that the upgrade and order is still open and is blocking them from doing an upgrade for me. The order nr is I-2769494.
I called MTN 5 times on 20 December 2022. I was simply informed by them that the order will remain open until DSV have returned the device and I have to get DSV to return the device. I requested to speak to a supervisor and was informed that the system does not allow for it.

I duly called DSV twice on the same date. I was, once again, simply informed that the matter has been escalated and that the device will eventually be returned to MTN.
No time frame could be given.

I am totally and utterly disgusted with the service I have received from both MTN and DSV. I cannot understand how a courier company can function without even giving a time frame for delivery?

I have been an MTN contract subscriber since 1996. One would expect some loyalty and proper service to loyal customers but no, I have received none of that.

Can I please have an urgent solution to this problem since my new device is waiting for me at the Istore and I want it.


Regards
Heinricha Hodgson
Tel 083 271 9345