HORRIFIC SERVICE FROM MANAGER

At this point if I could describe the level of **** poor customer service, I received from your manager at your Cavendish Square branch as abhorrent, I would be extending the high form of respect. I took out a contract from the store 2 ½ months ago (30 August 2021) for an iPhone 12 mini and about close to 2 weeks ago (2nd of November) I noticed issues with the unit.

All my apps would continuously crash, and the phone itself would restart. I then took it to the Cavendish Branch the following morning and spoke to Feroz Ghansar (the manager) who did not attempt to look at the device and proceed to immediately tell me that they did not have licensed Apple product technicians in-store and that I should take my device to the Apple Store. And he assured me that should the phone need to be taken in for repairs, he would provide a replacement device. Please note that I did not even spend 2 minutes in store nor was he inclined to look at my phone. After an extensive back and forth with the iStore which entailed me visiting the store several times as there were no available technicians to assist and assess the issues causing failure to the device, a software check was eventually done which yielded no issues and the device was taken in for further diagnostics. Please see attached certificate. I was then issued with a certificate stating the device could not be restored and the device should be taken back to Cell C.

I then took the device back to Cell C today. Feroz was not available to assist and I was helped by Kim, Yolanda and Bradley. I relayed my entire issue to the team who immediately let me know that Feroz was supposed to have taken my device immediately and booked it in for repairs. This was clearly not done. I was then advised that the repair book in system was offline and that I could only be assisted tomorrow on Monday. I was also then advised that once my device was booked it would take another 2-4 weeks for the phone to be attended to. This is absolutely not acceptable. Protocols should be in place that allow for your service staff to register units for repair even in the event of a lack of power or any other issues. This is not a customer issue. I then advised the team that this would not work as I had work to do on Sunday and would need a device. Kim then proceeded to call Feroz who refused to speak to me and said to her that I was lying and did not get the phone from Cell C and he had no clue what I was speaking about. He was loud and obnoxious enough to say this to her to the point where I could hear him on the phone. And please note, I had the box and contract with me while he called me a ****. Additionally, he was present on the day I got my device. He then told her that she shouldn’t give me a replacement device and I should leave and come back tomorrow. I find it incredibly shocking that your store manager who should lead with assertiveness and respect found it fitting to throw a tantrum with one of his staff instead and offer a combative solution to an employee in order to deal with a customer. The disdain with which he is so comfortable with exhibiting to me as a customer gives me cause to believe that I am probably not the first person who has encountered this behaviour from him. And this is undeniably UNACCEPTABLE. I then advised the team that I would not be leaving without a replacement unit and Kim, Yolanda, and Bradley found a solution to book in my device and provide me with an alternate unit.

I would like it noted that Kim was my initial sales rep and her assistance was impeccable. She was incredibly efficient and understanding of my needs as a customer and I walked out the happiest on the day I received my phone. When I arrived today, she was in a state of shock that I was having such terrible issues as the phone is still so new. Kim and Yolanda went out of their way to calm me down and comfort me, all while looking for a replacement device so I could stay connected while Bradley listened to my account of my issue and tried to identify what could have possibly gone wrong. These are sales reps who were literally a balm to a day gone terribly wrong and I am incredibly thankful for their kindness, empathy and ability to listen to try and meet me at my point of need. This is in sharp contrast to the leader of their store whose demeanour is the complete, abysmal opposite.

At this point, I am tired of being patient and disrespected by a manager who does not see my patronage as a customer of any worth to Cell C. I am incredibly frustrated at the fact that in spite of my bills being paid on time consistently, it takes an inordinate, ungodly amount of time to receive a hair of the customer service included in my contract and insurance. As per my contract in clause 11.6, I am well within my rights to return my device to Cell C as the service supplier in which they need to comply with the repair, replacement and refund policies of the equipment supplier. Additionally, clause 11.4 clearly states that the above is also covered by a warranty provided by the manufacturer.

Please may you provide me with a solution befitting the time and effort and great lengths I have gone to try and receive assistance. Please also note that I am also in the process of reporting your store, manager, and Cell C to the National Consumer Commission as well as the Consumer Goods and Services Ombud as there seems to be determination by the manager at Cell C to not assist me and dismiss my concerns and issues. Please may someone else other than Feroz assist me as his aggression tone and demeanour toward me and his ardent desire to put me in my place and not assist has made me extremely uncomfortable with receiving any form of assistance from him.