PATHETIC SERVICE FROM CELL C - New Market Mall in Alberton

This is a formal complaint directed at New Market Mall - Cell C in Alberton, please refer to below emails.

Please find attached documents as proof that I have been crying out for help with utmost patience but unfortunately no one is willing to assist me except Lebo at Cell C New Market Mall.

On the 15th of Jan 2023 I took a brand new HP15 on a 24-month contract from Cell C New Market Mall in Alberton, later in the evening on that Sunday I was ready to switch on the new laptop to set it up as it is initially for my daughter, it is needed at school. I switched it on and unfortunately the caps lock button was flashing 5 times, after googling the problem because the laptop was not switching on as expected, I realized “It indicates a general failure with the motherboard”.

I then returned it the next day (16 Jan 2023) but the store manager, his name is Muhammed, told me they have to report it to Platinum Warranty and he cannot assist me with an immediate exchange and I have to wait for 7-14 working days. But how is this my problem when Cell C gave me a faulty machine, and I didn’t even use it. I left the laptop with a router at the store and had to give my daughter my work laptop, to this day I am inconvenienced as I have to use a cell phone during the day to work.

I decided to get in contact with HP directly because Muhammed kept hiding behind the word “Procedure” and “There’s nothing I can do”, if he really knew what he was doing as a manager, this issue would have been resolved very early. Two days later HP advised me to collect the machine from the store, which I did, we then locked a call, then eventually I received an authorization letter stating Cell C must exchange the laptop and return the faulty one to them. I took the letter with the laptop back to the store and I was still in a predicament as the manager was not willing to accept the letter, then I went to HP in Rivonia, and they referred me to Ensure Services in Midrand. Every time this ridiculous pillar to post happen, I use my own money to make calls and for fuel.

Upon my arrival at Ensure Services, I was once again told they can’t help me as they only repair laptops and do not keep new ones. I made another call to HP and unfortunately for me, Sama told me there’s nothing they can do for me. Now I have inherited a problem I don’t even understand and no one wants to help me. I took the machine back to New Market, at this point I was exhausted and angry with the kind of service I am receiving from Cell C, and please note that I am already a paying customer of Cell C but no one is willing to go the extra mile for me.

Lebo from New Market tried her level best to intervene and assist, but the manager was not interested as if I am the one who caused a problem. The machine was sitting at the store after I dropped it off and I was advised to go to Head Office in Woodmead with the laptop, yet again I use money to resolve Cell C problem which has suddenly become mine as if I manufactured HP15. I met with Tshiamo Phutiyagae and she listened to my grievance, called the manager and escalated the matter to management, to my surprise I was told to go back to New Market Cell C and tell them to book in the laptop with Platinum Warranty and wait for 21 working days because HP told me to collect the laptop from the store. To whoever dealing with my complaint, do you now realize my frustration as I am being send from pillar to post like a nobody, I know I am just one customer out of millions of them, but the customer service I have received thus far has left a bitter taste in my mouth about Cell C and how they treat customers.

After Lebo tried to book the laptop again with their warranty partner, this is the reply she received: ” Please advise what is wrong in the device now, if the problem is still the software we are not able to replace the client as the warranty only cover for hardware components.”

I am literally sick and tired of the kind of service I receive from Cell C, I went out of my way to try and resolve this matter but it seems like nobody cares. I told Lebo at the store that I do not want to cancel my contract but I need a different brand in order for me to work, I pleaded for this to happen as if the store is going to pay for me, but nobody gives a damn about how I feel except Lebo. I honest applaud her for the sympathy she showed me to this day, she understands that people are more important than cell phones and laptops, the moment your staff realize that we come back to buy because of service, then we will all be happy.

After receiving the news about Platinum Warranty deciding the final verdict as if I signed a contract with them, I them sent below email to both Tshiamo and the store manager, but nobody acknowledged the receipt of my email. It just confirmed how I really don’t matter to Cell C except for the money they debit from my account.

As stipulated below, if no one is willing to resolve this matter ASAP, then please cancel my contract and I will not be liable for the cancelation fee!!!

I gave Cell C a chance to reverse my contract and get a new contract on Huawei laptop, but it seems like no one is willing to help but follow this exhausting procedure.

Refer to below email if nobody within Cell C as a whole doesn’t care about this complaint and how I feel as a paying customer, I will be asking for legal advice in the meantime. I would also prefer if you involved Lebo in this matter to maybe relay the story because she has been there from day 1, she saw how I was treated and the emotional frustration caused by this whole matter.

At the end I was told the attached letter from HP was null and void, then what was a point of selling this brand to customers if there’s no relationship between HP & Cell C when laptops are faulty????

Either you make a plan to give me a new laptop on a new contract, or refer to below email, I am giving Cell C the last chance on this matter.

Thanks,

EMAIL BELOW: Subject: FW: [10D-2B74FC5D-0036] Warranty

Good morning Tshiamo,

I trust all is well,

Please see below emails regarding the job number (New Market Cell C) 10D-2B74FC5D-0036 from Platinum Warranty.

Unfortunately I am not accepting the final verdict on this matter, and to say the least, I am extremely disappointed with how this matter is handled despite my patience. Lebo have tried to assist me and she can attest to how I calmly tried to deal with this issue, hoping for a positive outcome, however, I feel like Cell C is trying to force me to take the faulty laptop.

As stipulated below on Lebo’s email, the laptop was faulty from day 1 and it is unfair that when I returned it, I was not offered an immediate exchange. This is a brand new laptop and I honestly do not understand why did this become my problem, I am already a paying customer of Cell C and expected this matter to be easily resolved. I was willing to continue with the new contract, but due to below reply from your warranty partner and how this whole case was handled, I would like for the contract to be reserved/cancelled with immediate effect and in writing.

I thought Cell C will gladly go the extra mile for me and exceed my expectations, however, it is clear that they do not care about customer well-being but their money. I had hoped for a different outcome but I guess my patience and not making noise didn’t help.

I hope my request will be actioned immediately and I will receive acknowledgement of receipt.

NB! KINDLY DO NOT DEBIT MY BANK ACCOUNT BECAUSE AS OF TODAY, I DO NOT HAVE A LAPTOP CONTRACT WITH CELL C. And I will appreciate it if you may also forward me the settlement letter on the current contract I have