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Daniel P

1 reviews | Active since Mar 2021

12 Apr 2021, 07:02

Cell C Fibre - Worst customer service ever!!!!!!!!!!!

This is now ridiculous. When a review is added Cell C just responds to try and show that they are a "company who responds". Your query never actually gets resolved. I was told in the last response that they would get someone to contact me to get my query resolved. Well to no surprise nothing has been done. When you phone the call centre they just try and get you off the phone as quick as possible by making promises that your query will be resolved and it will be escalated. Well Cell C, it does not seem as if you have an escalation process which works. I am now going to cancel everything with Cell C and take my business elsewhere as I cannot understand why I must pay for something I do not have. I had a ticket number with all my queries and they conveniently just closed the ticket and I still do not have any connectivity. The service is even worse now that you cannot contact Vumatel directly and have to work directly through your ISP. I am sure I will just receive another response to say that my query will be resolved!!!! If would be ashamed if I was the Customer Service Executive and my company had so many negative reviews, but they do not care because they have the volumes

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Replies (2)
DP
Daniel P's update13 Apr 2021, 09:09
Reviewer Update
Why am I not surprised that I did not get a call from management as indicated in the response? I think it is better to part ways with Cell C and join a service provider who can actually provide a service. They are too big and do not care if they lose a customer.
DP
Daniel P's update14 Apr 2021, 08:04
Reviewer Update
Thank you Cell C, my fibre is eventually connected. I am not too sure why it had to be escalated to this point in order to get resolved. You will not have so many negative ratings and feedback if you install a culture of people taking responsibility for what they have to do and to ensure that they follow up until the query is resolved. The issue I have is that the call centre agents just take the call and supply an answer to get you off the phone. Once they put the phone down it is the client's responsibility to continuously follow up which is not acceptable. You should maybe revisit your communication / workflow process between the call centre and the admin department because there seems to be a big hole where the communication between the two departments disappears into.