HORRIBLE SERVICE

good day

February 25 2022 my and my husband opened a contract with Cell C with a Samsung A525 device at 5:45pm at Zevenwacht Mall CPT. I was told that if there was any problem with the device, I should return it within 7 days after the contract date. Being my first time ever to open a contract, never have I thought it would start off as a nightmare...

the same evening arriving home just after 6pm, i started testing the phone's features and started to download Whatsapp Business for work... in doing so the device started to heat up which was not normal. soon thereafter i got a call and the phone heated so much that i could'nt hold the phone close to my ear. Immediately i switched the phone off, left it for a few minutes to cool down just to see if it would overheat when i switch the device on again...which it did. My husband immediately said we should return it and not to use the simcard.

The next morning Saturday 26 March 2022, i took the phone back to the Zevenwacht Mall branch, and spoke to the consultant at the front desk what had happened with the device and to my surprise the consultant who was suppose to assist me, had mentioned that he cannot help us as the repairs department are closed on Saturdays and Sundays and cannot book the phone in for an analysis. My thought was that this person must be a trainee as he doesnt know what the proper porcedures are. My husband along side with me got upset cause we cannot use the device that overheats, instead of the consultant rectifying the problem, he rather tells my husband he's speaking to the account holder and not him with an attitude. We then had no choice but to leave the shop with the device. The next morning 27 March 2022, we went to the branch again and mentioned that i cannot keep a phone that overheats and that it must be booked in for analysis or to give me a new device. Another consultant immediately helped me and booked the device for analysis. I was told that the procedure would take 3 - 5 workings days in to give a report on the analysis of the device. Friday 4 March 2022, I called the Customer Care Services to follow up on the analysis report, the consultant at the repairs department mentioned that they have not received the device, he immediately done an investigation to find out where the device was, only to find out that my phone was never sent from Zevenwacht Mall... Immediately after that call I sent an email to *** and laid my complaint with what happened... and after work myself and my husband went to the Branch and argued as to why the device was never sent...instead of retifying the situation they rather make stupid excuses which is totally irrelevant to me... eventually the Supervisor stepped in and assisted to help... on 4 March 2022, the supervisor called to give me an update the device was sent via Courier to Repairs Department... So far i was somewhat satisfied with the update... However since then, i tried calling Customer Care for a follow up, being transferred from one consultant to the other and all was given to me was they will investigate the problem... Eventually on 17 March 2022, I got a call from Cell C a consultant named Moses gave me an updated that my device went for an external repairs which is with Samsung and would take another 7-14 working days... Immediately i got angry cause i said that at the end of the month my frist debit will go off for a phone i do not have and i dont use the sim cause its not needed... Im at that point in sueing CELL C for the worst service ever given to me, stop the debit order and cancel the contract... i would advise not for anyone to go through what im going through