Un­be­liev­ably use­less

Finweek English Edition - - Letters - KATHY ROBERTS

FIRST, I’M AB­SO­LUTELY AMAZED (and re­lieved) that some­one else has ex­pe­ri­enced the ex­act same prob­lem with their MTN 3G card as I have. I have also tena­ciously taken this is­sue up with MTN – which has taken many, many hours of time, ef­fort and frus­tra­tion, par­tic­u­larly when deal­ing with MTN’s ex­tremely use­less ser­vice cen­tre con­sul­tants.

My sit­u­a­tion also com­menced in Oc­to­ber 2008 when I re­ceived a bill for R6 700 for my data card. (My pre­vi­ous bills were av­er­ag­ing R300 to R600/month). When I vis­ited the ser­vice cen­tre at the Pavil­ion, Westville, even the con­sul­tant agreed there was def­i­nitely a prob­lem. I re­ceived a sub­se­quent bill for Novem­ber of ap­prox R5 000 (two weeks us­age, as by that time I’d com­pletely stopped us­ing my 3G). Af­ter two months of con­stant vis­its to the Pavil­ion ser­vice cen­tre my query was even­tu­ally sub­mit­ted to MTN’s “en­gi­neers”. How­ever, noth­ing yet has been re­solved – now one month later.

Like My­hill, I also in­spected my lap­top for viruses. How­ever, noth­ing ab­nor­mal was found. I also in­stalled a net­work process mon­i­tor soft­ware pro­gram that iden­ti­fies – real-time – the In­ter­net ac­tiv­ity when logged on. I found that when I ac­ti­vated my 3G card there was an in­cred­i­ble amount of ac­tiv­ity (send­ing and re­ceiv­ing) and com­mu­ni­ca­tion with the MTN server (ser­vices.mtn. co.za:http). How­ever, I hadn’t even ac­ti­vated the In­ter­net ex­plorer. Fur­ther­more, when­ever my 3G was ac­ti­vated a pro­gram file called up­dateUI.exe con­stantly wanted to ac­ti­vate, which was also very strange. I’ve sub­mit­ted those ac­tiv­i­ties as “proof” to MTN.

As I don’t re­quire a por­ta­ble con­nec­tion I’ve since ob­tained ADSL from Telkom and for three times the amount of data (capped) I’m pay­ing three times less than MTN 3G. I’ve also re­ceived ex­cel­lent ser­vice from Telkom; their com­mu­ni­ca­tions skills and fol­low up are ex­cel­lent, which I can’t say for MTN. MTN’s feed­back and in­ter­nal sys­tem for han­dling queries is nonex­is­tent and their call cen­tre un­be­liev­ably use­less.

I agree with My­hill’s view that there’s pos­si­bly a scam within MTN. It would be a good idea for CEO Phuthuma Nh­leko to take an in­ter­est.

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