1 reviews | Active since Dec 2015
Insulted by Cell-C Cavendish staff member (Zubeida)
<p>I'm new to Cell-C - my husband signed us up for 2 new contracts. We both received Huawei P8 Lite handsets. My phone is giving me issues (Facebook crashes out, apps take forever to open, general lag when using the touchscreen and have to constantly fight with the icons that don't open when selected - just generally having lots of issues!) I called the helpline twice to confirm the returns period and was told it was 7 working days (public holidays excl).</p> <p> </p> <p>I then called Cell-C Cavendish, where my husband had collected the phones. I spoke with Zubeida. It started off ok and she said it was 7 days including public holidays (already contradictory to the info I'd received from your #140 helpline) and said her Manager had final say in all issues. I asked to speak to her but was told she was in a month-end meeting all day. Zubeida asked me what the issue was that I was having with my phone. I started to explain and she would consult with her male colleague and then talk to me again etc. It's important to note that throughout this, I could hear EVERYTHING that was being said including her colleagues shouting things into the conversation. Halfway through me telling her what the issues were, she goes to consult her colleague again but first says "OOH, THIS WOMAN IS A REAL PAIN!" I was shocked.</p> <p>When she started talking to me again I told her I had heard everything and she flat-out denied it! She said she was a JUNIOR CONSULTANT and there was a senior consultant there, so why would she speak like that about her customers and I was the only one who had heard it and she hadn't said it! She said that they would all say it hadn't been said... And that customers mishear things sometimes and it causes problems. And that she wasn't lying, she doesn't lie to her customers. She later admitted she was an ASSISTANT MANAGER (not a Junior Consultant). She had **** about her title because "I'd made her feel bad" telling her that I'd heard her say that. Shocked doesn't even describe it!!! I was so angry and insulted.</p> <p> </p> <p>I'm now stuck with a phone that's giving me issues and an insulting Cell-C Staff Member that I don't want to interact with again!!! What am I supposed to do? Go into the store and risk being insulted and humiliated further by Zubeida and her team? Absolutely horrifying situation your staff has put me in Cell-C!!! I'd cancel my contract today if I could and go with MTN or Vodacom instead - never had an issue like this with them before! Your staff are a massive let-down and I want OUT!!!</p>
Thank you for notifying us of the above.
We want all our customers to be given proper service and be treated with the respect they deserve. We strive to keep our customers happy and satisfied. This is not the norm or standard service we want for our customers.
This will be addressed with the regional manager and the action to have this kind of behavior rectified will be taken. Sincere apologies for the unsatisfactory service and inconvenience caused.
Regards
Cell C | PN
Thank you for notifying us of the above.
We want all our customers to be given proper service and be treated with the respect they deserve. We strive to keep our customers happy and satisfied. This is not the norm or standard service we want for our customers.
This will be addressed with the regional manager and the action to have this kind of behavior rectified will be taken. Sincere apologies for the unsatisfactory service and inconvenience caused.
Regards
Cell C | PN
Thank you for your reply. I would appreciate it if you could please provide an update on the action taken, as Cell C seems to have received many similar complaints here and on your social media pages, so I'm just wondering what kind of action is actually taken, aside from your reply on hellopeter.
Could you also please advise how I should proceed in getting the issue with my phone sorted, as I refuse to go back to the Cavendish branch? And I don't think it's fair that I need to run around trying to sort out a faulty handset that was supp**** to me by Cell C, especially after being treated so disrespectfully by a member of your company.
Thank you in advance.
Thank you for your reply. I would appreciate it if you could please provide an update on the action taken, as Cell C seems to have received many similar complaints here and on your social media pages, so I'm just wondering what kind of action is actually taken, aside from your reply on hellopeter.
Could you also please advise how I should proceed in getting the issue with my phone sorted, as I refuse to go back to the Cavendish branch? And I don't think it's fair that I need to run around trying to sort out a faulty handset that was supp**** to me by Cell C, especially after being treated so disrespectfully by a member of your company.
Thank you in advance.
Moses has been in contact with you to assist and provide feedback regarding this matter.
Regards
Cell C | PN
Moses has been in contact with you to assist and provide feedback regarding this matter.
Regards
Cell C | PN
Dear Cell C,
Moses has been in contact, but aside from being a nice man and able to sympathise with my experience, he has not been able to offer me any actual resolution and no longer responds to my e-mails or whatsapp messages.
More than a month since my query, I'm still sitting with a temperamental Huawei P8 Lite that has glitches when using any of the apps on my phone. It's very frustrating!
I'd also like to note that the "7-day return period" on the handset was during the time we had all those public holidays, so we were unable to get to a Cell-C to return it within that period. I find it unacceptable that the 7 days include weekends and public holidays and you make no concessions to this ridiculous rule.
If I'm buying a contract from you that includes a handset, surely the customer is entitled to a handset that is brand new and in perfect working order? And if that is not the case, we should have up to 30 days to return/ exchange it for one that is, not be subjected to costly "repairs" that leave us without a phone and forking over cash for a phone we've just received. Surely this is an ********* practice in terms of the Consumer Protection Act?
Dear Cell C,
Moses has been in contact, but aside from being a nice man and able to sympathise with my experience, he has not been able to offer me any actual resolution and no longer responds to my e-mails or whatsapp messages.
More than a month since my query, I'm still sitting with a temperamental Huawei P8 Lite that has glitches when using any of the apps on my phone. It's very frustrating!
I'd also like to note that the "7-day return period" on the handset was during the time we had all those public holidays, so we were unable to get to a Cell-C to return it within that period. I find it unacceptable that the 7 days include weekends and public holidays and you make no concessions to this ridiculous rule.
If I'm buying a contract from you that includes a handset, surely the customer is entitled to a handset that is brand new and in perfect working order? And if that is not the case, we should have up to 30 days to return/ exchange it for one that is, not be subjected to costly "repairs" that leave us without a phone and forking over cash for a phone we've just received. Surely this is an ********* practice in terms of the Consumer Protection Act?