Poor training and bad customer service.

  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
Employees need better training. I went to an MTS store and asked about a billing problem and they said customer care can fix it if I call them. So I did. Then customer care said that they can only fix a part of the problem but if I go in to the store it can be fixed. So I go back to the store and I'm told by another person that I have to call customer care. There is no solution whatsoever when the problem started with MTS. I'm just thrown around to go back and forth while I waste my time and MTS will do nothing about it except have the stores throw the problems over to customer care and vixe versa. My customer service experience was very bad and I will remember this.
Photo of sc

sc

  • 70 Points
  • Angry

Posted 3 years ago

  • 1
Photo of Clifford Lewis

Clifford Lewis, Champion

  • 27,078 Points 20k badge 2x thumb
MTS select stores are for the most part privately owned ( I think there is only 1 MTS  corporate store) so its up to the manager / owner to make sure that her/his staff are doing their job properly. 

Did you talk to the store management and let them know that MTS customer care had sent you back for them to do part of the transaction?
Photo of Tennille

Tennille, Social Media Coordinator

  • 15,524 Points 10k badge 2x thumb
Clifford you're mostly right!
The two stores that MTS owns are in Winnipeg Square and Portage Place, so they're both in one location, downtown.
Photo of Clifford Lewis

Clifford Lewis, Champion

  • 27,078 Points 20k badge 2x thumb
I was aware of Winnipeg Square. I didn't realize Portage Place was corporate as well.
Photo of Sandra

Sandra

  • 1,184 Points 1k badge 2x thumb
Unfortunately, most MTS connect stores in Winnipeg and outlying areas are all owned by 4L Communications.  Good luck. Customer service costs time and money. A cell phone contract is more lucrative to the employees and the connect store.  SC is right, the employees at the connect stores should be knowledgeable about all MTS products and services and unfortunately, the majority don't.
Photo of Justin

Justin

  • 3,638 Points 3k badge 2x thumb
Some are owned by IDC, I believe such as the IDC store on Niakwa/Fermor and Lag, as well as the Southdale location, and the ones in St.Vital mall.  Advance I think owns the one in Advance Electronics and in Polo Park mall.... Correct if wrong?
Photo of CoryB

CoryB, Champion

  • 27,738 Points 20k badge 2x thumb
If you talk to customer service on the phone they used to be able to tell you which stores are MTS owned. It is odd though that a billing problem requires in person customer service.
Photo of Tennille

Tennille, Social Media Coordinator

  • 15,524 Points 10k badge 2x thumb
Hello SC,

I'm really sorry to hear that you got the run around when trying to get your issue resolved.
I'd like to help with this, if you could send the details of what happened, the MTS Connect store location you went to as well as your account information pertaining to the incident to community@mts.ca we will have it looked into for you and provide some feedback to the store.

Thank you,
Tennille
Photo of Dan

Dan, Champion

  • 9,684 Points 5k badge 2x thumb
I wish MTS didn't privitize all their stores
Photo of Clifford Lewis

Clifford Lewis, Champion

  • 27,078 Points 20k badge 2x thumb
I always thought that the Mobilty stores were private and the now non existent "land line" side were corporate. 

For some reason I am thinking that when cell service first came out Advance had the mobility store next to the MTS store at Winnipeg Square.  I think it was something do to with CRTC or Federal Dept of Communication rules that the Mobility and Landline departments had to be separate "companies" so the Telco mobility divisions had to compete with Rogers on the same financial basis.

Residential landline is all legacy now and any service requirements can be done over the telephone or internet.  There is not any real selection of telephone sets to choose from now like there was in the 1970's or 80's so a retail store is not required.