1 reviews | Active since Jun 2013
Cell C - Rudecustomer service and lack of support on Wi-Fi calling issue.
Good Day.
I have logged several calls online and made follow-up by calls to the Cell C contact center but to no avail. The support calls relate to Wi-Fi calling and it not working, post my phone upgrade from an iPhone 12 to iPhone 15. This morning (11 Dec 2023 at approximately 09:15) I spoke to a female contact center agent that was found to be very rude and disrespectful in her response to my queries. She in fact just disconnected the call after saying she was not going to log another call concerning my Wi-Fi calling issue. I have found the agents to be very uninformed in terms of having the ability to support the queries asked of them and then providing simplistic answers that are not useful. In this instance, it was to state that there is a need to purchase a Wi-fi bundle in order for the service to operate. I in turn stated that this cannot be the situation as I was utilising without issue or wi-fi bundle just 2xmonths ago. This agent then got flustered and defensive, leading her to disconnect the call.
This experience leads me to conclude that it is time to move service providers after 11yrs.
Thank you for contacting Cell C.
We sincerely apologize for the inconvenience you've experienced regarding the Wi-Fi calling issue and the unsatisfactory customer service you received. At Cell C, we value our customers and their feedback, and we are committed to addressing and resolving your concerns promptly.
Regarding the recent interaction with our contact center agent, we deeply regret the inconvenience caused by the agent's behavior. Such conduct does not align with our commitment to providing excellent customer service. Rest assured that we are addressing this matter internally to ensure that appropriate measures are taken to prevent such incidents in the future.
To assist you further and ensure a smooth resolution, we kindly request the following information:
- Your contact number.
- The Cell C number in question related to the Wi-Fi calling issue.
Once we have this information, our dedicated support team will prioritize your case and work towards resolving the Wi-Fi calling issue promptly. Additionally, we would like to clarify that Wi-Fi calling service is only available on Cell C Wi-Fi calling-enabled devices that come preinstalled with the applicable Wi-Fi calling software. We appreciate your understanding in this matter.
Regards,
Cell C | TM
Thank you for contacting Cell C.
We sincerely apologize for the inconvenience you've experienced regarding the Wi-Fi calling issue and the unsatisfactory customer service you received. At Cell C, we value our customers and their feedback, and we are committed to addressing and resolving your concerns promptly.
Regarding the recent interaction with our contact center agent, we deeply regret the inconvenience caused by the agent's behavior. Such conduct does not align with our commitment to providing excellent customer service. Rest assured that we are addressing this matter internally to ensure that appropriate measures are taken to prevent such incidents in the future.
To assist you further and ensure a smooth resolution, we kindly request the following information:
- Your contact number.
- The Cell C number in question related to the Wi-Fi calling issue.
Once we have this information, our dedicated support team will prioritize your case and work towards resolving the Wi-Fi calling issue promptly. Additionally, we would like to clarify that Wi-Fi calling service is only available on Cell C Wi-Fi calling-enabled devices that come preinstalled with the applicable Wi-Fi calling software. We appreciate your understanding in this matter.
Regards,
Cell C | TM