Cell C needs to focus on customer retention not just new customers
<p>I discovered that my current CELL C SIM card was not working as their was no coverage so I went to the Cell C V&A Waterfront store. First, they tried to send me to the iPhone store insiting there was something wrong with my iPhone settings. Then, the discovered there was something wrong with the CELL C SIM card so charged me R114 for a SIM swop because of their product which was defective because it was old. As a current CELL C customer, I would have expected that this upgrade to be done without cost to me in order to continue to access my service. But the manager of the store insisted I had to pay otherwise they would not service me. They said the only way I could get service was to phone the Customer Service line but what about each store being empowered to serve the customer. I would like a refund for the cost of a new SIM card. </p>
We are interested in all our customers and we value them equally as customer satisfaction is a priority to us. You are correct, the store should serve the customer just as customer care would do. Sincere apologies for the manner in which this matter was handled.
We will get one of our team members to contact you and assist with this matter.
Regards
Cell C | PN
We are interested in all our customers and we value them equally as customer satisfaction is a priority to us. You are correct, the store should serve the customer just as customer care would do. Sincere apologies for the manner in which this matter was handled.
We will get one of our team members to contact you and assist with this matter.
Regards
Cell C | PN
Cell C called me and just attempted to explain their policy instead of apologising or admitting that they were at fault. I don't have time for empty and useless explanations. Firstly, a SIM card for a new contract costs about R3 but to replace one on a current contract costs R114. This is blatant **************. Secondly, I did not require a SIM swop but I had to have one due to Cell C's upgrade of its own technology. Surely the right thing would be to replace it at its own expense. So disappointing!
Cell C called me and just attempted to explain their policy instead of apologising or admitting that they were at fault. I don't have time for empty and useless explanations. Firstly, a SIM card for a new contract costs about R3 but to replace one on a current contract costs R114. This is blatant **************. Secondly, I did not require a SIM swop but I had to have one due to Cell C's upgrade of its own technology. Surely the right thing would be to replace it at its own expense. So disappointing!
Derrick has been in contact with you to assist and provide feedback regarding this matter.
Regards
Cell C | PN
Derrick has been in contact with you to assist and provide feedback regarding this matter.
Regards
Cell C | PN
Derrick just tried to explain to me the standard SIM Swop card policy instead of trying to listen or understand my legitimiate issue of principal as to why Cell C should pay for this. I am appalled at the poor level of customer service and basic logic.
Derrick just tried to explain to me the standard SIM Swop card policy instead of trying to listen or understand my legitimiate issue of principal as to why Cell C should pay for this. I am appalled at the poor level of customer service and basic logic.
This is a case of poor customer service and a pathetic response from Cell C.
This is a case of poor customer service and a pathetic response from Cell C.