False advertising by Cell C store and Bad Customer Service

Item: Cell C
Rating: 1
Author: Fatiema D

Good day Re: False advertising by Cell C store and Bad Customer Service My issue relates to the MiFi huawei router that is being advertised currently in Cell C C**** Walk store for R99 per month. The offer includes 5GB of daytime data and 15GB of nighttime data per month. Background info: I went to the store yesterday, (10/05/2016) with the intention of getting the R99 MiFi router deal. I stood in the store for about 10 minutes before anyone even acknowledged that I needed assistance. A girl eventually came and asked what I needed assistance with, I asked her a few questions but with every question I raised, she had to go to one of the consultants to ask them for information. This lead me to believe that she clearly does not know any of the products that Cell C is selling. It also annoyed me that she had to waste time going back and forth all the time to get half-baked answers from the consultants. I asked about trade-in options as well and she came back with telling me that if I want to know about Trade-ins I should go to the N1 City Branch. This had now already taken up much of my time and I was due back at work. So I was left with a bitter taste in my mouth based on the poor customer service and I then left without purchasing the MiFi router I had initially gone to the store for. My cousin went to the same store lastnight and purchased two of the MiFi deals. He then convinced me to go back to the store because maybe they were just overly busy yesterday afternoon and everyone is entitled to have bad days. So I agreed to go back to the store today to purchase the MiFi deal because it is something that I need. I spoke to my manager today regarding this deal and I thought that I will give the Cell C C**** Walk another shot at Customer Service. She backed me on this and said that I should get two routers because I could use the one to work from home and I can use the other when I am at work or travelling. I went to the Cell C store in C**** Walk today, very excited to be getting the MiFi routers at this incredible price, only to be shot down by the Cell C Representatives. The issue: I was told, very abruptly, that the deal ended yesterday (10/05/2016) and that it is nolonger available at that price. I now have to pay double the amount for the same package. I was outraged because even as I was standing there listening to them, they were still actively advertising this deal for R99 per month 5GB daytime data + 15GB nighttime data. So they told me that there is nothing that they can do, the deal has closed and is nolonger available. I asked them why they are then still actively advertising this deal in store. They went to check with the manager and came back with "Advertising sais while stocks last". They then told me to go to the GAME Store as GAME has a similar deal (linked to Cell C) but it costs more and it is a ZTE router. I then told them that I want the deal I came for and I specifically want the HUAWEI router. I asked them if they are in the habbit of sending their customers to other stores to obtain products. So I asked to please see the Manager. The manager came saying the same thing as the consultants. The deal has closed yesterday and there is nothing they can do about it. I asked him the same question as to why they are then still advertising this deal in store, I told him that this is false advertising and his response was that the adverti*****t sais 'while stocks last'. He then also added that the adverti*****t shows that the deal was only valid until the 01/05/2016. I then again asked why they would then still advertise a deal that is nolonger valid and still sell the deal to my cousin less than 24hrs prior to telling me the deal is not valid. He then said that they got a two week extension on the deal based on customer demand. Now my issue here is quadripple-fold: 1. The store made no excuses for falsely advertising a product that is nolonger availlable. 2. "While stocks last", refers to STOCK not price, so if they said they had no stock it would be understandable, but they have plenty in stock, this they admitted to. So the price is nolonger the same but they still have stock. So if adertising sais "While stocks last" then why was I not given the deal today? 3. If the end date of the deal was 01/05/2016 and they got a two week extension then that means that the deal should be valid for 14 days and that goes upto the 15/05/2016. Unless Cell C works on a different calendar to the rest of the world. 4. I went to the store yesterday to purchase the deal. If they had competent people working the floor then I would have been able to purchase the deal before it closed and I would not be left with thinking that Cell C has pathetic Customer Service. Action needed: I did not receive satisfactory feedback/service from the Cell C manager relating to the issues mentioned. I would please like this matter to be taken up with relevant decision makers within the Cell C Brand. Ambassodors of Cell C who understand the importance of upholding good Customer Service at all times and who know to avoid Brand Damage at all cost. Please contact me on *** Regards

Helpful (0)

Replies (1)

Cell C's replyOfficial

12 May 2016, 08:27

We apologise for the unsatisfactory service and inconvenience. One of team members will contact you.

Regards

Cell C | PN

Cell C's reply12 May 2016, 08:27

Official

We apologise for the unsatisfactory service and inconvenience. One of team members will contact you.

Regards

Cell C | PN