1 reviews | Active since Feb 2017
Faulty iPhone and shocking service from Cell C
My phone was ****** last year and I needed to upgrade with urgency and block the old phone which contained banking information etc.
I had to go between 2 stores at the time because the consultant at Table bay mall was unsure of how to assist me and I was not comfortable with my ****** handset having banking apps on it. Dealing with 3 stores added to an already stressful situation and frustration at the time. She (Tiffany) also talked me into a promotion with uncapped minutes and the Black Box. My budget was R800 I reluctantly proceeded with the black box as it was presented to me as better than Netflix and DSTV.
Within a week I reported being unable to use the black box as I could not register for the 7 day trial. The cell c store could not assist with black related queries and black support was non-existent. I also complained of poor phone connectivity. I went to the store and saw Tiffany in person.
Eventually I got connected to black 7 day trial and no feature to purchase movies with credit card and no vouchers were available at store level. Streaming with cell phone as a hot spot also proved to be beyond challenging. Same consultant then tells me in the two weeks since up-selling me she has had so many complaints and they aren’t trained to deal with them. I explain I want to cancel black and downgrade to the R799 package I went into the store for in the first place. We proceed with months of her promising to escalate to head office and her manager and I frequently go to the store only to be told she can’t help me. I lodge calls with head office who promise to investigate and never do.
Fast forward some months and I have finally had a Tecnician ‘Prince’ come to my house to test and confirm my hand set is faulty. I have reported poor connectivity so many times by this stage. I have also never used the black box. I pay R1150 for a faulty handset which has exceptionally poor connectivity and a black box package I will never use and within my Consumer Protection act period reported I did not want and had no intention to continue with.
I am now told to hand in faulty handset for 6 weeks, it may or may not be replaced with a working handset. And to give back the black box without compensation in the form of a reduced monthly package.
I am at a loss for the shocking service all round from Cell C.
Sincere apologies for the unsatisfactory service and inconvenience caused.
We will be in touch with the aim of assisting you with your current challenges.
Regards
DA
Sincere apologies for the unsatisfactory service and inconvenience caused.
We will be in touch with the aim of assisting you with your current challenges.
Regards
DA
Kindly advise who will be in touch? When they will be in touch? And what the action plan is? Generic responses with no follow through only further frustrate unsatisfied customers.
Keep in mind I have been fighting this battle for months now and nobody has actually made an effort to resolve it.
I cannot continue to pay R1150 for a faulty handset with shocking connectivity. Your call center agent who sent the technician (Prince) to me called 3 times before she was able to have a conversation with me. My customers are not as patient and don’t call back - this is a huge problem! And my phone is used for generating sales.
The resolution I am seeking here based on returning to your store within 7 days of signing my contract (Tiffany your consultant can verify this ) is :
1) I don’t want Black Entertainment- I cannot hot spot my phone and use this. I am not impressed by the cost or content and within 7 day trial reported issues. Downgrade my package to the R799 package I wanted for a basic handset in the first place and take back the black box which is brand new.
2) Replace my faulty handset
If you can do this (which is fair business practice) the issue is resolved.
Kindly advise who will be in touch? When they will be in touch? And what the action plan is? Generic responses with no follow through only further frustrate unsatisfied customers.
Keep in mind I have been fighting this battle for months now and nobody has actually made an effort to resolve it.
I cannot continue to pay R1150 for a faulty handset with shocking connectivity. Your call center agent who sent the technician (Prince) to me called 3 times before she was able to have a conversation with me. My customers are not as patient and don’t call back - this is a huge problem! And my phone is used for generating sales.
The resolution I am seeking here based on returning to your store within 7 days of signing my contract (Tiffany your consultant can verify this ) is :
1) I don’t want Black Entertainment- I cannot hot spot my phone and use this. I am not impressed by the cost or content and within 7 day trial reported issues. Downgrade my package to the R799 package I wanted for a basic handset in the first place and take back the black box which is brand new.
2) Replace my faulty handset
If you can do this (which is fair business practice) the issue is resolved.
After involving a Consumer Protection Representative I was told by within 3 days my iPhone would either be repaired or replaced by Cell C. I arranged my own loan phone and proceeded to the Table Bay Mall store.
I was left with a trainee who didn't know how to assist with the process of backing up my phone, completing paperwork and even the courier process and to bubble wrap my phone. It took over 3 hours to hand the handset over.
My information was not completely backed up despite being at the store for 3 hours so I had to go back the next day and wait 2 more hours.
It took the store 6 days to courier my phone to JHB ahead office.
I have now been told JHB head office cannot repair iPhones they don't even open them up. My handset has an audio fault. I have been explaining this since the first week I took out my contact but they kept telling me it's network coverage for my area.
They took so many months to send out a technician that my phone is just out of warranty and now wang me to pay R11 000 for a new handset !!!!!!!!! Despite me paying R1200 every month for a contract with a phone that should not be faulty. Despite reporting poor sound quality and connectivity issues constantly since the start of my contract.
I am so frustrated!!!
After involving a Consumer Protection Representative I was told by within 3 days my iPhone would either be repaired or replaced by Cell C. I arranged my own loan phone and proceeded to the Table Bay Mall store.
I was left with a trainee who didn't know how to assist with the process of backing up my phone, completing paperwork and even the courier process and to bubble wrap my phone. It took over 3 hours to hand the handset over.
My information was not completely backed up despite being at the store for 3 hours so I had to go back the next day and wait 2 more hours.
It took the store 6 days to courier my phone to JHB ahead office.
I have now been told JHB head office cannot repair iPhones they don't even open them up. My handset has an audio fault. I have been explaining this since the first week I took out my contact but they kept telling me it's network coverage for my area.
They took so many months to send out a technician that my phone is just out of warranty and now wang me to pay R11 000 for a new handset !!!!!!!!! Despite me paying R1200 every month for a contract with a phone that should not be faulty. Despite reporting poor sound quality and connectivity issues constantly since the start of my contract.
I am so frustrated!!!