Disgusted by aggressive attitude

<p>Good day sir / madam</p> <p> </p> <p>I have used this platform before and I was pleasantly surprised by the extremely professional manner in which may complaint was handled. </p> <p> </p> <p>Please understand that I am self-employed (time is money - I do not get paid when I do not work) and definitely not a bored person looking for trouble.</p> <p> </p> <p>I had to return again today to Cell C East Rand Mall regarding a Huawei modem (“wingle”) which turned defective only 5 days after receiving a “software update”. I had the ill fortune of meeting up with Christopher Bosch again (the same person who twice wasted my time by making me return to Cell C East Rand Mall – without solving my problem. It is very evident that Christopher is in dire need of basic training, leave alone basic human s****s.</p> <p> </p> <p>The first thing Christopher asked me was to give him my laptop. When I asked him what would have happened if I did not have a laptop, he rep****: “everybody who uses this modem must have a laptop”. I rep**** that I use the modem at my shop to connect my DESK TOP computer and my Nedbank Pocket Pos (credit card machine) to Cell C. It was evident that, firstly, Christopher did not know his facts and secondly, that he was ready to try and prove the client wrong (as basic mistake for a front row representative). When I repeated my question, Christopher said: “I am not here to answer your questions” (YES REALLY).</p> <p>I then handed Christopher my laptop and the defective modem. Christopher took the sim card out of the modem and when he was about to re-insert the sim card, the representative next to him said: Christopher, you are putting the sim card in the wrong way round”. Christopher then re-inserted the sim card and then attached the modem to my laptop. After “playing around” for about 5 minutes (I could not see what was happening as my laptop was facing away from me), Christopher said triumphantly: “see it is working, you had the sim card inserted the wrong way round”.</p> <p>There are three basic points about Christopher’s last statement. (1) The modem was working for about three hours non-stop on Sunday and then suddenly stopped connecting ****ouched by me – so why did it work so long with a wrongly inserted sim card?)). (2) It is impossible (or at the best difficult) to insert the sim card the wrong way round (there is a guidance slot in the modem). (3) I did a test today by attaching the modem to my laptop without a sim card inserted in the modem. An error message was displayed on my laptop.</p> <p> </p> <p>I thus feel that Christopher, instead of admitting that there was a fault, simply decided to lay the blame on me – at the same time he insulted me (I have been inserting sim cards into equipment since 1994). As a qualified electronic technician (with computers as a major subject) I do not take kindly to the insinuation that I did not know how to use my own equipment.</p> <p> </p> <p>And….it was Christopher himself who was about to insert the sim card the wrong way round. When his colleague corrected him, he simply used the sim card routine an excuse to lay blame on me.</p> <p> </p> <p>When somebody comes into my shop with a problem, I use the THREE POINT plan: (1) How can I solve the problem? (2) How can I make the client leave the shop feeling better than when he entered the shop? (3) When there is a major problem that might cause friction: how to I maintain the client’s self-esteem and keep him informed throughout?</p> <p> </p> <p>Christopher Bosch has a lot to learn about what is going on around him at Cell C East Rand Mall and he has even more to learn about BASIC customer relations.</p> <p> </p> <p>I fully admit that my problem was solved (hopefully not only for the time being), but I left Cell C East Rand Mall feeling upset, humiliated and disgusted. It could have been, so very easily, the other way round.</p> <p> </p> <p>Please do understand that I took time off today to visit Cell C East Rand Mall for a reason (please believe me that I would not have gone there if I could have avoided it). I did not go there to engage in a battle of wits with Christopher Bosch.</p> <p> </p> <p>Your brand deserves better.</p> <p> </p> <p>Thanks and regards</p> <p> </p> <p>Jacques Kuun</p>