1 reviews | Active since May 2015
Poor service and customer care
so I sent my phone in for repairs as it became faulty. a week later I receive an SMS stating I must get a new device from the store I dropped it off at. I went to see the assistant manager of Dainfern square and he said he has ordered the device. on the Thursday I called him again to follow up on the order, to which he said he was logging on the tracking system and said the replacement phone was out for delivery and it will arrive on the Friday or by Monday the latest he guaranteed. he also stated that he will send me an email to keep in the loop of what's happening. well, on Monday I decided to call the store to speak to the assistant manager, and guess what, he is conveniently off. I asked the assist to give me the number of the area manager or to get him to contact me regarding my replacement. and there was no call from area manager and they supp**** me with a number saying its for the area manager, but it turns out its for a friend who works at the MTN shop in the same center. now you can imagine how disturbing this is. on Tuesday I receive an WhatsApp message from assistant manager with a screenshot of a email sent from their head office stating that they don't have the replacement phone in stock and I must take a different device. this after the assistant manager guaranteed that the device was confirmed for delivery on Monday. Now I decided to make contact with cellc on social media. a gent by the name of Moses assisted me. he sent me one email to update me and that's the last I heard from him. Eventually after many attempts to contact the area manager, they decided to give me his contact number. I called him and asked if he is aware of what is happening and he was well aware and knew I requested for him to contact me on Monday but I had to call him on Tuesday afternoon. During the conversation I asked him to also keep me posted as to updates on my replacement device and he said of course he would. I gave him my personal email and till date i have not heard back from him. for the last 3 days I have sent and SMS to Vinolan, the area manager, Hector the assistant manager and Moses from cellc direct, not one of them have rep**** or responded to my messages.
where does one take this matter further and report the complete incompetence's of all staff I had the unfortunate experience in dealing with.
here is all the reference numbers I have received: GPJOH******800262
Sincere apologies for the service you have experienced. We have escalated this matter for further assistance.
Do expect communication.
^PN
Sincere apologies for the service you have experienced. We have escalated this matter for further assistance.
Do expect communication.
^PN
^PN
^PN
Due to cellc not being able to secure stock of phones, which seems to be with a few brands of phones, Vinolan has offered to cancel my contract with cellc. why should I accept a cancellation after spending so much money on contracts and cellc makes the gains as it hasn't cost them anything to replace a phone which under the CPA they have to repair, replace or refund.
the only way forward is to refund the cost of the device as you cant seem to repair or replace.
This is not worth the effort to deal with the kind of service. now we the customers can see why they are in the financial position they in. Can't pay suppliers, cant get new stock and then the staff are the ones who have to take the brunt from customers and lie about replacements.
Cellc is going to loose plenty of customers due to the poor service and soon there wont be a network.
Due to cellc not being able to secure stock of phones, which seems to be with a few brands of phones, Vinolan has offered to cancel my contract with cellc. why should I accept a cancellation after spending so much money on contracts and cellc makes the gains as it hasn't cost them anything to replace a phone which under the CPA they have to repair, replace or refund.
the only way forward is to refund the cost of the device as you cant seem to repair or replace.
This is not worth the effort to deal with the kind of service. now we the customers can see why they are in the financial position they in. Can't pay suppliers, cant get new stock and then the staff are the ones who have to take the brunt from customers and lie about replacements.
Cellc is going to loose plenty of customers due to the poor service and soon there wont be a network.