Cell C - Poor customer relations experience - Consumer Protection Act Non conformant - Gateway Shopping Centre Cell C Nightmare

I signed a contract on 2017/09/25. My consultant opened the celpphone box without advising me beforehand. My contract had not been given to me for signing and I insisted on seeing this. The experience was not the best but I insisted on having a positive attitude and returned home that day to charge my new phone. My initial positive attitude was sul**** by the fact that the phone was really hot when charging. When I switched it on, it insisted on a software update which used up my data, but I thought all worthwhile for the endpoint of enjoying my new phone. After the update I finally had access to the phone, however it was still hot and difficult to hold in my hand. It then restarted and also started freeing. This was not the experience that I was hoping for but as it was obviously a faulty phone I returned the very next day to the Gateway Shopping Centre branch of CellC.

I advised the assistant of the issue as I have above but where I thought my issue was just the phone, I was beginning to see that the customer service (offered) by the staff with Gateway shopping centre (CellC) would be my real burden and I`m disappointed to say that as time went by, this did not improve.

They did not wish to provide an alternate phone and I insisted on speaking with the manager. I can hope that the manager was really busy, however this might be the case in his office or the back of the store as I did not see him. The alternative would be that my concerns were not high on his list of priorities as we waited for quite some time.

When Nadia eventually came out I explained the issues as per above, also that I had charged it fully and had not used it and yet the phone was on 40 %.

I should`ve been dealing with a representative of your company but instead I felt like I was dealing with an individual that was quite arrogant and almost defensive. I, the customer tried different ways in which we could conclude in a mutually beneficial manner, to no avail. The response was that they will cancel but I had to pay a termination fee. I received nothing of worth and I had to pay for the privelege. To use a takeaway close in such a manner and with such a tone. I never asked to be terminated, from the onset I just asked for what I wanted - ie. a new working phone. Wow. I was and still am quite flabbergasted. Was I wrong for using CellC?

So the conclusion was to follow THE PROCEDURE and send it as an OBF and they will find the faut as I did and I should be authorised with a new working phone.. Fine.

I returned on 2017/10/07 (keep in mind that the contract was initiated on 2017/09/25) and I was told that the phone was now repaired (repaired?) I never had a new working phone but had to settle for a phone that I was not happy with. Nadia had not communicated that I would get a repaired phone, I was told that a fault when confirmed would afford me the product that I had bought on contract.

I wanted to speak to the manager and again she was not available. She did later avail herself and stated that Kenneth would get approval for a new device and Kapeel will assist me moving forward. The phone can be collected or dropped off at my office.

Happiness, my concerns were being addressed. Monday was disappointment when I arrived to collect. Kapeel said that he would call me. Tuesday I was advised that I can collect the repaired phone. I advised them over our office recorded line that they can assist me with a new phone and that I will rather cancel. They chose to cancel rather than assist.

On my next visit I asked where it stated (in the contract) that I could not cancel. They did not wish to assist, only to advise that they know their rights as a branch - I guess that it is not my right to also know what these rights are. I asked for relevant contact details of the manager and superiors, I was given 084 140.

Please understand that I returned the device the very next day. I am not happy with the service or the promises that were made to me. My next action will be submitted as per the consumer protection act.

I am not happy with the time that has been wasted with this entire ordeal and I hope that an empathetic person can understand and remedy this situation.

Thank you