Disgusted Long Term Customer

I have been with Cell C for a very long time. I have had many contracts with them and many phones, none of which I have had ANY problems with WHATSOEVER.

At the beginning of this year I started the most expensive contract that I have ever had before, at just over R500 a month.

My phone then stopped working 6 months into the contract.

I went in store at Long Beach Mall where I got the phone and the manager over there, ***nor, took the phone and booked it in to be sent it up to the "Repair Centre".

Over the next few weeks I received updates via SMS when finally I was informed that my phone had been "dispatched" from the "Repair Centre".

I waited another week more hoping that I would receive another notification that it had arrived back at the store but I received nothing, no phone call, no SMS.

I decided to then phone the store only to find that it had actually arrived there without me being informed.

I then went to go and fetch it only to be told that it was not repaired due to it being out of warranty period.

***nor insisted that she send it back to them to be repaired since it is still within the warranty period of 12 months. During the process of booking in it again I received notification that my phone had arrived at the store...

Again I received SMS notifications at the various stages. This time it took longer in the "Repair Centre" than before. I waited patiently once more. Eventually it was dispatched and I waited again, hoping I would get the SMS that it has arrived at the store. But nothing. I waited a week and I happen to be at Longbeach Mall when I decided to go check if it had arrived as yet. It had.

Again, they said that the phone could not be repaired. The warranty was no longer valid due to "liquid damage". This time however ***nor said that she would get the issue escalated. I asked her about the "liquid indicators" being white still and she had no explanation for this.

Eventually ***nor called me back to say there was nothing she could do and that I should phone the "Repair Centre" myself to query the issue. She got photos sent to me as proof that the phone had been showing signs of "corrosion". Again I asked about the "liquid indicators" being white and that there are 2 of them, one on the battery and one on the phone chassis, neither of them turned red like they are meant to. She had no explanation and again refered me to the "Repair Centre", she said she "had done her part". I asked about how the back cover, the part that I can take off easily myself can be sealed more than the rest of the phone and she had no explanation and kept refering me to the "Repair Centre".

I called them and they also could not explain how the "liquid indicators" were not triggered if in fact the phone came into contact with water.

I have since asked ***nor as well as her colleague over at Cavendish Square, Nurjaan, to assist me further with another contract at a lower price considering they are not willing to repair the phone and I am still paying a huge amount each month for pretty much nothing in return for the remainder of my 24 month contract. Both of them said that they cannot help me further.

I also spoke to the "Retentions" department. When I said I want to cancel my contract they said "no problem" then proceeded to inform me that it will cost about R6000 to cancel the contract.

I have not experienced a single bit of empathy or concern from anyone at Cell C. I have also been ignored countless times. I have also been called by Cell C then hung up on many times. I then called back to be asked why I am calling when I asked who called me and there is no records kept about who called me then hung up.

Therefore if some sort of solution does not come about I will never renew my contact with Cell C again. I have had enough.