Is very poor

Dear Livhuwani,

Thank you for coming back to us and for explaining your concerns further. We sincerely apologise for the inconvenience and for the frustration caused by unmet commitments. We understand how upsetting it is to be charged for a service or product you believe you did not receive.

Please be assured that we take this matter seriously. We are escalating your case for a full review of the contract and the interactions you’ve had with our store and area management. Our priority is to ensure that this is handled fairly and transparently.

A member of our Social Media Support team will contact you directly to resolve this matter.

Kind regards,
Cell C | NZ

Dear Livhuwani,

Thank you for your patience while we reviewed your query.

Here is the final update regarding your device:

• The store has confirmed that your device has returned from the manufacturer and is ready for collection.
• As per standard business rules, devices must be sent to our Head Office for inspection. If a fault is confirmed, Cell C will apply CPA guidelines and issue a replacement from available stock.
• Initially, the booking‑in documents could not be processed as they were unsigned. After our discussion, we clarified that these documents are required for the inspection to proceed.
• You were also advised that, should a fault be confirmed, the CPA credit could be used toward a replacement; however, a brand swap to Samsung is not possible.
• The store has since contacted you, and you confirmed that you will be visiting them to collect your device.
  
  

You are welcome to refer to the link sent via SMS and email to rate the service received.

 Case Status: Closed
 
Kind regards,
Cell C | TM