VN
Vashnee N
1 reviews | Active since Nov 2019
03 Mar 2024, 17:09
Disabled are not accommodated.
I am so disappointed with the customer care centre of Cell C.
There is no consideration given to a deaf person who uses the services of an interpreter.
The agents all work off paint by numbers scripts with zero training to accommodate anything that is not in the normal course of their duties.
************** and accommodations for disabled should be part of the norm. After all, sign language is an official language now.
What's worse is that the website won't allow me to move beyond the contacts page with substandard design.
So disappointed 😔
Helpful (0)
Replies (5)0
Replies (5)
Cell C's replyOfficial
03 Mar 2024, 17:16Dear Vashnee Naidoo,
Thank you for reaching out to us.
Please receive our sincere apologies for the unpleasant service you have experienced with us thus far.
Kindly private message us a brief description of your query in order for us to assist.
Regards
Cell C | DA
Thank you for reaching out to us.
Please receive our sincere apologies for the unpleasant service you have experienced with us thus far.
Kindly private message us a brief description of your query in order for us to assist.
Regards
Cell C | DA
Best regards,
Cell C's reply03 Mar 2024, 17:16
Official
Dear Vashnee Naidoo,
Thank you for reaching out to us.
Please receive our sincere apologies for the unpleasant service you have experienced with us thus far.
Kindly private message us a brief description of your query in order for us to assist.
Regards
Cell C | DA
Thank you for reaching out to us.
Please receive our sincere apologies for the unpleasant service you have experienced with us thus far.
Kindly private message us a brief description of your query in order for us to assist.
Regards
Cell C | DA
Best regards,
VN
Vashnee N's updateReviewer Update
04 Mar 2024, 12:58Hello and thank you for your reply.
My issue relates to the lack of accommodation for deaf clients.
My specific issue that requires resolution now is that I am obtaining a new SIM card so that my sister's number may be retained.
In order to retain the number I would have to call and do verification. Your agents do not view me as an interpreter providing services to a deaf person - I am trained as such so my relationship to her should be inconsequential for this purpose.
The second issue is the security question of last numbers dialed. Deaf people are unable to dial out. There are no numbers dialled.
She is therefore unable to pass the verification process.
Looking forward to some positive feedback.
Vashnee
My issue relates to the lack of accommodation for deaf clients.
My specific issue that requires resolution now is that I am obtaining a new SIM card so that my sister's number may be retained.
In order to retain the number I would have to call and do verification. Your agents do not view me as an interpreter providing services to a deaf person - I am trained as such so my relationship to her should be inconsequential for this purpose.
The second issue is the security question of last numbers dialed. Deaf people are unable to dial out. There are no numbers dialled.
She is therefore unable to pass the verification process.
Looking forward to some positive feedback.
Vashnee
VN
Vashnee N's update04 Mar 2024, 12:58
Reviewer Update
Hello and thank you for your reply.
My issue relates to the lack of accommodation for deaf clients.
My specific issue that requires resolution now is that I am obtaining a new SIM card so that my sister's number may be retained.
In order to retain the number I would have to call and do verification. Your agents do not view me as an interpreter providing services to a deaf person - I am trained as such so my relationship to her should be inconsequential for this purpose.
The second issue is the security question of last numbers dialed. Deaf people are unable to dial out. There are no numbers dialled.
She is therefore unable to pass the verification process.
Looking forward to some positive feedback.
Vashnee
My issue relates to the lack of accommodation for deaf clients.
My specific issue that requires resolution now is that I am obtaining a new SIM card so that my sister's number may be retained.
In order to retain the number I would have to call and do verification. Your agents do not view me as an interpreter providing services to a deaf person - I am trained as such so my relationship to her should be inconsequential for this purpose.
The second issue is the security question of last numbers dialed. Deaf people are unable to dial out. There are no numbers dialled.
She is therefore unable to pass the verification process.
Looking forward to some positive feedback.
Vashnee
Cell C's replyOfficial
04 Mar 2024, 13:25She can visit her nearest Cell C store for assistance in this instance, her ID and proof of address will be required instore.
It's mandatory to pass the security check in order to have the SIM swap processed. There is a lot of ***** when it comes to SIM swaps and that is why we take the necessary steps to protect our customers as well as Cell C.
Regards,
Cell C | PN
It's mandatory to pass the security check in order to have the SIM swap processed. There is a lot of ***** when it comes to SIM swaps and that is why we take the necessary steps to protect our customers as well as Cell C.
Regards,
Cell C | PN
Best regards,
Cell C's reply04 Mar 2024, 13:25
Official
She can visit her nearest Cell C store for assistance in this instance, her ID and proof of address will be required instore.
It's mandatory to pass the security check in order to have the SIM swap processed. There is a lot of ***** when it comes to SIM swaps and that is why we take the necessary steps to protect our customers as well as Cell C.
Regards,
Cell C | PN
It's mandatory to pass the security check in order to have the SIM swap processed. There is a lot of ***** when it comes to SIM swaps and that is why we take the necessary steps to protect our customers as well as Cell C.
Regards,
Cell C | PN
Best regards,
VN
Vashnee N's updateReviewer Update
04 Mar 2024, 14:57Dear Consultant,
We went full circle to the original response that indicates a zero appreciation for the plight of the disabled. Your response is as uninformed and unhelpful as the telephonic consultant I spoke to yesterday. It is pointless to have the same level of consultant dealing with complaints, with the same paint by numbers playbook as the first contact consultants. I expect a small degree of consideration for a situation that is clearly not the norm.
If this is the insular way of thinking, I am clearly wasting my time and energy and would have my sister move over to another service provider.
If Cell C wants to improve its customer service with employees who are capable of applying their minds and if the organisation needs a lesson on how to accommodate the disabled within the parameters of the law, I may be contacted. Dont bother with a reply that adds no value whatsoever.
We went full circle to the original response that indicates a zero appreciation for the plight of the disabled. Your response is as uninformed and unhelpful as the telephonic consultant I spoke to yesterday. It is pointless to have the same level of consultant dealing with complaints, with the same paint by numbers playbook as the first contact consultants. I expect a small degree of consideration for a situation that is clearly not the norm.
If this is the insular way of thinking, I am clearly wasting my time and energy and would have my sister move over to another service provider.
If Cell C wants to improve its customer service with employees who are capable of applying their minds and if the organisation needs a lesson on how to accommodate the disabled within the parameters of the law, I may be contacted. Dont bother with a reply that adds no value whatsoever.
VN
Vashnee N's update04 Mar 2024, 14:57
Reviewer Update
Dear Consultant,
We went full circle to the original response that indicates a zero appreciation for the plight of the disabled. Your response is as uninformed and unhelpful as the telephonic consultant I spoke to yesterday. It is pointless to have the same level of consultant dealing with complaints, with the same paint by numbers playbook as the first contact consultants. I expect a small degree of consideration for a situation that is clearly not the norm.
If this is the insular way of thinking, I am clearly wasting my time and energy and would have my sister move over to another service provider.
If Cell C wants to improve its customer service with employees who are capable of applying their minds and if the organisation needs a lesson on how to accommodate the disabled within the parameters of the law, I may be contacted. Dont bother with a reply that adds no value whatsoever.
We went full circle to the original response that indicates a zero appreciation for the plight of the disabled. Your response is as uninformed and unhelpful as the telephonic consultant I spoke to yesterday. It is pointless to have the same level of consultant dealing with complaints, with the same paint by numbers playbook as the first contact consultants. I expect a small degree of consideration for a situation that is clearly not the norm.
If this is the insular way of thinking, I am clearly wasting my time and energy and would have my sister move over to another service provider.
If Cell C wants to improve its customer service with employees who are capable of applying their minds and if the organisation needs a lesson on how to accommodate the disabled within the parameters of the law, I may be contacted. Dont bother with a reply that adds no value whatsoever.
Cell C's replyOfficial
04 Mar 2024, 16:13We acknowledge the importance of accommodating all our customers, including those with disabilities, and we are committed to ensuring that our services are accessible to everyone. In light of your feedback, we will review our verification procedures to better accommodate individuals who may require assistance due to hearing impairments.
In the meantime, we understand that visiting a Cell C store may be the most practical solution for your sister to complete the SIM swap process. Our store staff are trained to provide personalized assistance and can help facilitate the necessary verification steps in person. Please ensure that your sister brings her ID and proof of address when visiting the store.
Once again, we apologize for any inconvenience this may have caused, and we thank you for bringing this matter to our attention. Your feedback is invaluable as we strive to improve our services and ensure that all our customers receive the support they deserve.
Regards,
Cell C | TM
Best regards,
Cell C's reply04 Mar 2024, 16:13
Official
We acknowledge the importance of accommodating all our customers, including those with disabilities, and we are committed to ensuring that our services are accessible to everyone. In light of your feedback, we will review our verification procedures to better accommodate individuals who may require assistance due to hearing impairments.
In the meantime, we understand that visiting a Cell C store may be the most practical solution for your sister to complete the SIM swap process. Our store staff are trained to provide personalized assistance and can help facilitate the necessary verification steps in person. Please ensure that your sister brings her ID and proof of address when visiting the store.
Once again, we apologize for any inconvenience this may have caused, and we thank you for bringing this matter to our attention. Your feedback is invaluable as we strive to improve our services and ensure that all our customers receive the support they deserve.
Regards,
Cell C | TM
Best regards,