1 reviews | Active since Dec 2020
It is yet again terrible service from CellC Customer Care - The department should rather be renamed as: CellC Custer "Do NOT Care"center
On 25-06-2024 @09:01 phoned callcenter. Was assisted by "Mbalenhle" at the call center. When "Mbalenhle" was unable to resolve my issue, I requested that the issue be escalated to her Team Leader. A Team leader by the name of "Thamsanca" came on the line. He did not want to assist me with my problem and after I insisted that I am not satisfied with the reply he gave me, he then informed me that he will have to listen to the recording of the conversation I had with "Mbalenhle". I informed me that I could stay on the line and wait, while he listened to the recording or alternatively he would call me back, after listening to the recording. It is now 27-06-2024 @ 14:23 and I still have not reived any feedback call from "Thamsanca" - I have proof on my call records that CellC did not try and contact me (so that excuse from CellC will also not hold up!). It is more than 48 hrs after my issue was raised and NO reply from CellC. On 27-06-2024 @ 14:03 I called the CellC call center to try and get an answer on my original query. I was originally told by the call center operator that she would try and locate "Thamsanca". when she failed to locate him, she rep**** that he is now "on leave". I requested to be transferred to another team leader, to try and resolve my issue. A team leader by the name of "Ngabulo" was assigned to resolve my query, but he/she was also not available - I was told that this team leader would call me back. Issue: The supervisory level of management of CellC is ***********s. They, and in particular "Thamsanca" do not show any ability or willingness to assist any CellC customers. as Team leader it is their duty & responsibility to assist customers with their dilemma's, but they do not. CellC magement should seriously look at their so called middle management and their ability and attitude towards their jobs and their company.
From your feedback it was clear that you are covering up for the lack of service from your call center & in particular the so called “ team leader”.
It is mind boggling that “ you” can listen to “ my conversation with CellC, but when I request a record of your so called “call records & voice notes” to me, you are on a defensive and cannot provide it to me.
The facts are:
1. You are covering up for the incompetence of your team leaders-and I mentioned the team leaders name in my original write up.
2. You did not resolve my request within your so called 24 hr window period( not the reply from your PR Department).
3. You have no respect for the needs of your customers.
4. If the so called call-as claimed by you-to me was dropped immediately, it also reflects back to the bad CellC signal to it’s users.
5. If CellC management just openly admits to the failures of it’s system at grassroots level and actively embarks on rectifying their failures and getting rid of “ drift wood” employees who can not do their jobs correctly, the service and image of the company will greatly be advanced.
6. Provide , us the clients, with a reliable, trustworthy service and we will support you( Remember at the end of the day, if it is not for the customers and clients, the company will & can not exist).
Final message to CellC-it is not the amount of R75( quoting amount may not be correct)-It is your so called lower management level employees commitment to the customers and their needs.
If you carry on in this trend, this disgruntled customer might not be the first or the last dissatisfied one, but be careful you might just start an avalanche that might get out off control.
Do not say” that the customers did not warn you”
From your feedback it was clear that you are covering up for the lack of service from your call center & in particular the so called “ team leader”.
It is mind boggling that “ you” can listen to “ my conversation with CellC, but when I request a record of your so called “call records & voice notes” to me, you are on a defensive and cannot provide it to me.
The facts are:
1. You are covering up for the incompetence of your team leaders-and I mentioned the team leaders name in my original write up.
2. You did not resolve my request within your so called 24 hr window period( not the reply from your PR Department).
3. You have no respect for the needs of your customers.
4. If the so called call-as claimed by you-to me was dropped immediately, it also reflects back to the bad CellC signal to it’s users.
5. If CellC management just openly admits to the failures of it’s system at grassroots level and actively embarks on rectifying their failures and getting rid of “ drift wood” employees who can not do their jobs correctly, the service and image of the company will greatly be advanced.
6. Provide , us the clients, with a reliable, trustworthy service and we will support you( Remember at the end of the day, if it is not for the customers and clients, the company will & can not exist).
Final message to CellC-it is not the amount of R75( quoting amount may not be correct)-It is your so called lower management level employees commitment to the customers and their needs.
If you carry on in this trend, this disgruntled customer might not be the first or the last dissatisfied one, but be careful you might just start an avalanche that might get out off control.
Do not say” that the customers did not warn you”