Defective device and super BAD service (Cell C Potchefstroom)

<p> </p> <p>Long story short: </p> <p>07/04/2017 (Friday) - I signed up for a New DATA contract (and a LTE router) with Linnika at Cell C Potchefstroom.</p> <p>Router did not work properly since I got home. </p> <p> </p> <p>09/04/2017 (Sunday) - After struggling for hours and hours to get the router connected, I decided to contact their call centre for assistance. The lady I spoke to (I think it was Thandeka) informed me that they are aware of customers having problems with these LTE routers and they are still trying to establish the exact reason for the problem before they can focus on getting the problem fixed. </p> <p> </p> <p>10/04/2017 (Monday) - Linnika (from Cell C Potch) called to request that I need to take my ID to them, as the copy she made Friday was gone.</p> <p>I informed Linnika that I will return the router on Wednesday and is not interested in having a repair to or replacement for this defective router, I only want this router to be removed from the contract. - I am already using my own device to access the data on the sim card. </p> <p> </p> <p>12/04/2017 (Wednesday) - Linnika and Ruan (manager) insisted on having the device sent away for assessment. </p> <p> </p> <p>18/04/2017 (Tuesday) - I received an sms to confirm the device was approved as an OBF (out of box failure) and I need to get in contact with the point of booking. </p> <p> </p> <p>20/04/2017 (Thursday) - I called Potch to get a progress report on the removal of the device from the contract. Ruan (manager) said he would get Linnika (consultant) to call the head office and get the issue sorted. I requested that he ask her to sent me an email as confirmation once everything was done. </p> <p>No surprise - I did not receive any email, phone call or even an sms!! </p> <p> </p> <p>22/04/2017 (Saturday) - I called Ruan once again and he was surprised that Linnika didn't get back to me. I INSISTED that he (as the manager) take over this issue and get it sorted. As he was already on his way home, he promised to get everything from her in the morning (Sunday) and call head office himself to get the issue resolved and get back to me before 12:30 23/04/2017. </p> <p> </p> <p>23/04/2017 (Sunday) - After 14:00 I noticed a missed call (12:36) and returned the call, only to find out that Ruan has already gone home.</p> <p>According to a colleague of Ruan - apparently he called me and only got voicemail, he did not try to phone me again as they were very busy in the shop and he will only call me again tomorrow (Monday). </p> <p>[He did not even leave a voice message or sent an sms to request me to return his call.]</p> <p>I requested the name and number of the person he (Ruan) reports to, as I want to complain about the BAD service, sommer for both of them, and was told that they are not allowed/permitted to give out the ladies number. I asked the colleague to get hold of her and ask her to please contact me (I granted him permission to give my number to her). </p> <p>HAHAHA no phone call from anybody again, as they are clearly not focussed on customer service and customers are clearly not important to them. </p> <p> </p> <p>I would like to know:</p> <p>1 - Is a customer not important to Cell C?</p> <p>2 – As soon as they became aware of the problems, why did they not retract all of it before letting more of these defective devices go into circulation?</p> <p>3 - Why is it soooo difficult to get this DEFECTIVE device removed from my contract?</p> <p>4 - Why is it such a mission to get feedback from any of their employees?</p> <p>5 - Is it not polite anymore to try to contact a customer again if you could not get hold of them the 1st time? </p> <p>6 - Where do you report bad service if it seems that nobody cares about the bad service they are rendering to their (unimportant) customers. </p> <p> </p> <p>Actually I think - you cannot report them for bad service, as what I got from them do not even qualify as service at all!!</p>