Dissapointing service AGAIN

I have been a loyal customer of Cell C for many years, with multiple contracts. What I have noticed over the years, is a significant deteriation in their overall customer service.

Two years ago when we wanted to upgrade I visited several stores across different provinces, but none had stock in the deals which we were interested in. I was seriously considering if I wanted to upgrade my contract with them, but ended up doing so anyway.

Most recently, I was contacted by Danielle from their contract retention dept. offering us an upgrade deal on the Samsung A31 handset for two of our contracts. We raised concerns about the availability of stock and fluctuation in signal from the network. He assured us that they had sufficient stock available and that the signal fluctuation was a temporary problem in relation to the outsourcing of network towers from other sevice providers. We agreed to this upgrade and was informed that the handsets would be delivered by courier within the following 2-10 days.

This morning, almost two weeks after the call, we followed-up with Cell C on when to expect the delivery, since no further communication had been received. Regretfully, we were informed that the order had not even been dispatched yet, as they did not have stock. The agent could also not assist me with any further clarification on when they would receive stock, nor when the delivery could be expected. Trying to trace Danielle again also proofed to be a fruitless exercise, as we were sent back and forth between the different call centre numbers.

At this point I'd prefer to cancel my upgrade with them, as I agreed to the terms of the upgrade presented by the sales agent, of which the network have not provided us with any of the agreed terms of the deal thusfar and are unable to give me any guarantee that it would happen in the near future.

It might be time for us to consider a different network provider.