Poor,pathetic,dead FCR customer service.Laptop issue.

Hi All,

I had a conversation with Cell C media liaison called Theodore Molotsi.Our conversation didnt yield any results in terms of getting assistance from her.She didnt even want to understand my frustration as a customer that I am not happy with their product.All she was saying is that you need to pay your monthly installments.She didnt even care that their product didnt meet my requirements as a customer and its didnt serve the purpose I bought it for.The laptop has a problem with the software and ram and doesnt want to switch on at all however I am being told to pay the installment every month,how so?She doesnt have the query resolution skills at all.She didnt even bother to put herself in my shoes and how frustrating I was because of their product instead she sounded like someone who was passing a buck.She didnt care at all.

All I can say is that Cell C doesnt care about their customers all they think and say make payment.They all lack customer centricity and dont value us at all.There's a lot of unprofessionalism when speaking to them and dont have the core values when coming to us.The laptop is with them I informed them that I want to cancel the contract and they refusing and they are aware that the laptop I bought was faulty and repaired several times.After 2-3 days it doesn't want to switch on and they telling me to come collect it and if it does the same thing they will cancel or see if they can refund me.All I want from them is cancellation refund for the past 10 months or will not pay them. They don't even consider your good payment profile and your honesty for the past years.They are scared to take ownership of their queries because they all saying the same thing and turning a blind eye and that they dont have their client base at heart.Query resolution is foreign to them and feedback is veeeeeeeery poooooooor as well.They are even scared to go an extra mile on their customer queries but can tell you about honoring your accounts monthly installments whereas they are failing to keep me happy and honour my request.They dont even want to do exchange when I ask them to do so,you can sense that they are scared to do an escalation in that matter.

I am not going going to collect the laptop unfortunately,they can keep it and will not bother to pay for something that's DEAD until cancellation is done and refund processed and part our ways.I have realised that their call centre and stores policy are not the same they are at loggerheads in terms of utilising the same policy,procedure and processes.Cell C customer service is dead,poor and pathetic, and FCR is lacking.