CELL C TYGERVALLEY - NO INTEREST IN CUSTOMER SERVICE

On Sunday, 3 November I visited Cell C Tygervalley as I am due for an upgrade. I spoke to an agent named Zondwa and I informed her that I wanted to upgrade to the Sony Xperia 10. Zondwa then notified me that there was no stock available. I asked if the she could find out which branch had the phone in stock, and she went to find out. When she returned, she told me that Cell C Paarl had the phone and that she would arrange for it to be sent to the Tygervalley branch and that it would be available by Wednesday, 6 November at the latest. She duly made a copy of my ID and took down my contact details. On Wednesday, 6 November, I went to the branch to pick up the Sony Xperia 10 I had been told would be available. However, a colleague of the Zondwa who was standing at the front of the shop, informed me that the phone had not yet arrived and that it could still arrive later in the day. On Thursday, 7 November I decided to call Cell C Tygervalley. After three attempts on both contact numbers, I eventually spoke to another agent, but she didn’t seem to know anything about a Sony Xperia 10 coming from the Paarl branch. After finding out what I was talking about, the agent then informed me that the order was waiting for approval as it was coming from the depot. I mentioned to her that her colleague had confirmed that the phone was coming from Paarl. She said she would find out for me what was going on. Later in the day, I once again contacted the branch and spoke to Clinton. Clinton informed me that contrary to what Zondwa said, there was no Sony Xperia 10 at the Paarl Branch. He then said that he would investigate. On Friday, 8 November Cell C Tygervalley attempted to contact me, however, I was unable to the take the call at the time. Later in the day though, I visited the Cell C Tygervalley Branch. Unfortunately, Clinton was on lunch, so I spoke with Linley, who is one of the managers at the Branch. Linley then told me that he had been on the phone with the Mossel Bay Branch and they had a Sony Xperia 10. He then assured me that it would be delivered on Tuesday, 12 November. I asked Linley if he would get Clinton to give me a call later in the day to confirm that the order had been processed and he responded with yes and shook my hand. By 18:00 on Friday, 8 November, Clinton had not yet contacted me. I then made almost 20 attempts to contact Cell C Tygervally on both contact numbers, but none of my calls were answered. I find this incredibly unacceptable, as every time that I am at the branch, I see agents standing around doing absolutely nothing. On Saturday, 9 November, I again tried to contact Cell C Tygervalley. After numerous attempts I finally got through to an agent. When I asked the agent to speak to Clinton, he informed me that Clinton was off on Saturday and Sunday. I asked the agent if my order for the Sony Xperia 10 had been processed and his response was that the branch didn’t have stock. I said to him that I knew this fact, but that I spoke to Linley the previous day and that an order was put through. After going to find out, he once again told me that they didn’t have stock. I asked the agent if the Sony Xperia 10 I was promised would be delivered on Tuesday, 12 November, to which he then responded with “yes”. Unfortunately, I didn’t feel very confident after the phone call. On Monday, 11 November at around 10:45, I made another three attempts to contact Cell C Tygervalley telephonically, but was there was unfortunately no answer. I am afraid that if I do not have the Sony Xperia 10 I was promised by Tuesday, 12 November, I will simply cancel my Cell C contract. This will sadly bring my 14-year relationship with the service provider to an end.