JG
Jochen G
1 reviews | Active since Oct 2018
18 Oct 2018, 21:29
Cell-C
Good day
I took out a LTE-A contract on the 8th of October. When i tested the LTE-A data package i found there are Network issues. I did report this straight away the next day Network department informed me that the tower is congested. I decided to return the package. (Consumer Act) The network department had two days to resolve the issue. Nothing happened.
The package was returned on Saturday 20 October. Returned Sim-Card as well Router. I did ask the process that need to follow now. Cell-C outlet spokes man explained. 1) Package need to be signed back. 2) Cell-C need to forward paper work. Cell-C outlet needs to fill in and return. 3) Then i will get confirmation from Cell-C that contract is cancelled. I should get latest by Wednesday 17 October the SMS.
Thursday 18 October i went back to Cell-C outlet here at Springs Mall. Nothing has been done so far to book back the package. They gave reference to a Case Number i gave them. SD769374 the also gave me cancellation number 769374 . Which is the same with out the SD part.
I inquired what has been done so far. The package is still at the Cell-C outlet under neath the sale guys table. I spend more then 2 hours with Cell-C to get some answers. Nobody can Help me. It feels if they are playing for time. Two case numbers were given for which i could not get any answer from Cell-C 1) SD 769992 2) SD 771022 The last lady i spoke to said they have to make out a CCD ******* for cancellation. She gave me ref. no: ********** ********** 98 This lady e-mailed the BPO Department and they have a 12 to 24hr turnaround time. They need to give answer to those two case numbers the Cell-Store gave to me.
More then 2 hours i spend with Cell-C to get answers, none were given. I was shunted from Pillar to past and back and back again.
The various Departments i spoke to. 1) Follow up Department 2) Trade partner help Desk 3) Retention Department 4) Admin Department
I will not sit with a 24-month contract that is useless.
I hope this more than enough to get wheels in motion to get this issue resolved.
Kind Regards
Jochen Gundlach
Helpful (0)
Replies (3)0
Replies (3)
Cell C's replyOfficial
19 Oct 2018, 09:21Good morning Jochen
We have referred this matter to one of our team members for assistance. Do expect communication during the course of the day.
We apologize for the inconvenience caused.
Regards
Cell C | PN
Best regards,
Cell C's reply19 Oct 2018, 09:21
Official
Good morning Jochen
We have referred this matter to one of our team members for assistance. Do expect communication during the course of the day.
We apologize for the inconvenience caused.
Regards
Cell C | PN
Best regards,
Cell C's replyOfficial
19 Oct 2018, 10:11As per feedback, our Social media team is handling the matter.
Regards
Cell C | PN
Best regards,
Cell C's reply19 Oct 2018, 10:11
Official
As per feedback, our Social media team is handling the matter.
Regards
Cell C | PN
Best regards,
JG
Jochen G's updateReviewer Update
19 Oct 2018, 11:34Hi Cell C
I know Social media is handling the case.
They phoned me and said by end of day it should be cancelled. Providing that the unit can be booked back. This is were the underlying problem sits. Social Media also spoke to him.
I have spend the whole morning with the sales guy.
They also give him a run around the block still no outcome on the case. Phone call after phone call he made.
I seems Cell-C cant help this poor guy. The Oracle department said this issue is fixed. They cant help him to get this sorted. They said the manager was on course he should help.
He also can't book the unit back manually he does not have a book.
The case number SD 771022 he tried to get solved. Nobody at Cell-C can help by telephone.
The person that generated the case number can only be e-mailed. So he did this. Waiting for reply.
So run around the mill is still in process. When it will be resolved god only knows.
So my concern it was said by end of day? That still needs to bee seen.
Kind regards
Jochen Gundlach
PS the underlying issues lay with Cell-C and people that work for them are not properly trained.
JG
Jochen G's update19 Oct 2018, 11:34
Reviewer Update
Hi Cell C
I know Social media is handling the case.
They phoned me and said by end of day it should be cancelled. Providing that the unit can be booked back. This is were the underlying problem sits. Social Media also spoke to him.
I have spend the whole morning with the sales guy.
They also give him a run around the block still no outcome on the case. Phone call after phone call he made.
I seems Cell-C cant help this poor guy. The Oracle department said this issue is fixed. They cant help him to get this sorted. They said the manager was on course he should help.
He also can't book the unit back manually he does not have a book.
The case number SD 771022 he tried to get solved. Nobody at Cell-C can help by telephone.
The person that generated the case number can only be e-mailed. So he did this. Waiting for reply.
So run around the mill is still in process. When it will be resolved god only knows.
So my concern it was said by end of day? That still needs to bee seen.
Kind regards
Jochen Gundlach
PS the underlying issues lay with Cell-C and people that work for them are not properly trained.