1 reviews | Active since Apr 2020
Paying for a cellphone we used for 7 days
I took a contract out for my son on the 27.11.2025 and the device stopped charging the evening of 04.12.2025,exactly the 7th day. Unfortunately for us it was in the evening so could not return it in time for the exchange policy. Reported it to the sales rep on the 05.12.2025 and she had advised me to return the device so it can be booked in for repairs, I advised her I would bring it in after work on Monday 08.12.2025, no problem. On the 08.12.2025 I take the device in, cellphone was inspected, forms were filled out, no sighs of physical damage and photos were taken and all sent to the repair centre while I was present in the store. The sales rep called the repair centre to confirm if the documents were received and the photos that were sent via WhatsApp or something because she sent it on the cellphone she was using and the person from the repair centre had confirmed all was received and a few minutes later while I was still in the store at 5:22pm I had received the sms for Cellc Repair that the device was booked in for assessment. from you. I have sent two messages which have gone unanswered. The lack of response reflects poorly on the after sales support, particularly considering the high standard of customer service provided at the point of sale.
I am still awaiting the email correspondence from 08/12, which I require in order to escalate this matter. It is unacceptable that the device was only collected from your store on 19/12, resulting in further delays and the likelihood that repairs will only take place in the new year. Should the requested email trail not be provided, I will have no option but to take this matter further and formally request an investigation. I cannot reasonably be expected to continue paying for a device that I am without for an extended period due to negligence and incompetence on the part of those responsible for this delay.
I expect this matter to be addressed as a priority.
I am extremely dissatisfied with this kind of service I am receiving from Cellc and I will be posting a review about the branch as well as the repair centre on Hello Peter, as well as on all social media platforms!!! I am paying for a device that I do not have the whole month, I was an MTN and FNB connect client and never have I experienced such incompetence! My son's festive is now ruined because negligent staff! And when I mentioned your repairs and collection taking 12 business days I was asked where doea it say that and I said on the document I received after booking the device in.
Since then I did not receive any further communication, until the 17.12.2025 when I received a call from the consultant at 09:27am informing me that the device had not been picked up for repairs. I was not happy at all and advised her that I am furious about this and I want the issue resolved immediately as I am still expected to pay for a device I do not have because of negligence and incompetence which she assured me that she had been trying countless times to get the repair centre to come and collect the device. I told her that I would like to have the phone back with me before Christmas as it would have been 12 working days in repairs!
She called again on the 18.12.2025 at 15:25pm to inform me that the device had been collected by the repair center and again I asked if it was booked as urgent due to their negligence and she said yes she did advise them that it needs to be repaired urgently.
On the 19.12.25 at 10:49am I received another message from the repair center advising me that the device had been booked Dear valued Cell C Customer, Your device has been received at Cell C Repair Centre (ARC) and is queued for assessment. Your reference number is GPJOH492628.
Fast forward to Wednesday the 24.12.2025 at 10:22am I contacted the consultant AGAIN to get feedback as I made it clear that it's 12 working days and the repair centre was supposed to repair it urgently and this is the response I received via WhatsApp
[12/24, 10:24 am] +***7: Good Morning Danielle, i was just about to contact you, i will respond shortly still busy with a customer
[12/24, 11:03 am] +***7: Hi Danielle, the phone has been sent to the external repair centre for evaluation and repair, there is no update as of yet. it was sent on the 19th
I then responded at 12:18pm:
[12/24, 12:18 pm] Danielle : Was an urgent repair request issued because I brought the phone in on the 8th and as you mentioned it was an error on their end for only picking it up on the 19th?unacceptable that the device was only collected from your store on 19/12, resulting in further delays and the likelihood that repairs will only take place in the new year.
Should the requested email trail not be provided, I will have no option but to take this matter further and formally request an investigation. I cannot reasonably be expected to continue paying for a device that I am without for an extended period due to negligence and incompetence on the part of those responsible for this delay.
I expect this matter to be addressed as a priority.
I am extremely dissatisfied with this kind of service I am receiving from Cellc and I will be posting a review about the branch as well as the repair centre on Hello Peter, as well as on all social media platforms!!! I am paying for a device that I do not have the whole month, I was an MTN and FNB connect client and never have I experienced such incompetence! My son's festive is now ruined because negligent staff!
Since then I did not receive any further communication, until the 17.12.2025 when I received a call from the consultant at 09:27am informing me that the device had not been picked up for repairs. I was not happy at all and advised her that I am furious about this and I want the issue resolved immediately as I am still expected to pay for a device I do not have because of negligence and incompetence which she assured me that she had been trying countless times to get the repair centre to come and collect the device. I told her that I would like to have the phone back with me before Christmas as it would have been 12 working days in repairs!
She called again on the 18.12.2025 at 15:25pm to inform me that the device had been collected by the repair center and again I asked if it was booked as urgent due to their negligence and she said yes she did advise them that it needs to be repaired urgently.
On the 19.12.25 at 10:49am I received another message from the repair center advising me that the device had been booked Dear valued Cell C Customer, Your device has been received at Cell C Repair Centre (ARC) and is queued for assessment. Your reference number is GPJOH492628.
Fast forward to Wednesday the 24.12.2025 at 10:22am I contacted the consultant AGAIN to get feedback as I made it clear that it's 12 working days and the repair centre was supposed to repair it urgently and this is the response I received via WhatsApp
[12/24, 10:24 am] +***7: Good Morning Danielle, i was just about to contact you, i will respond shortly still busy with a customer
[12/24, 11:03 am] +***7: Hi Danielle, the phone has been sent to the external repair centre for evaluation and repair, there is no update as of yet. it was sent on the 19th
I then responded at 12:18pm:
[12/24, 12:18 pm] Danielle : Was an urgent repair request issued because I brought the phone in on the 8th and as you mentioned it was an error on their end for only picking it up on the 19th?unacceptable that the device was only collected from your store on 19/12, resulting in further delays and the likelihood that repairs will only take place in the new year.
Should the requested email trail not be provided, I will have no option but to take this matter further and formally request an investigation. I cannot reasonably be expected to continue paying for a device that I am without for an extended period due to negligence and incompetence on the part of those responsible for this delay.
I expect this matter to be addressed as a priority.
I am extremely dissatisfied with this kind of service I am receiving from Cellc and I will be posting a review about the branch as well as the repair centre on Hello Peter, as well as on all social media platforms!!! I am paying for a device that I do not have the whole month, I was an MTN and FNB connect client and never have I experienced such incompetence! My son's festive is now ruined because negligent staff!
Thank you for reaching out to us.
We sincerely apologize for the unpleasant experience. Please be assured that this is not the level of service we aspire to provide.
The matter has been escalated to our Support Team for investigation and further assistance.
Please expect a call from us shortly.
Regards
Cell C | NT
Thank you for reaching out to us.
We sincerely apologize for the unpleasant experience. Please be assured that this is not the level of service we aspire to provide.
The matter has been escalated to our Support Team for investigation and further assistance.
Please expect a call from us shortly.
Regards
Cell C | NT