Repair Centre

<p>Good Day</p> <p> </p> <p>I have a Cell C contract and I have a Samsung Galaxy 10.1 inch galaxy tab. I have sent my tab away in the beginning of this month I have demanded the courier service to come collect my tab The tab has been 3 times already in repairs with the same problem over and over.</p> <p>I then called Cell c spoke to over 18 consultants when regarding this matter, I spoke to a lady by the name of Andronika in the repairs department beginning of August 08/08/2016 at 10.45am. She said to me that she will leave a note stating that I want my tab to be replaced, as the battery of the tablet was giving me tremendous problems and was not fit for purpose as it had been repaired on numerous occasions. A week later in August 2016 Andronika called me to say they have a device for me if I agree with an exchange they can offer me which was a Samsung E she never told me it was a 9.6inch first of all and I have a 10.1 inch, they have then sent me the tab via courier I have received the tab which was black and the rubber was protruding through the side of the screen. I then called back to tell them I was not happy with the device I spoke to a Lerato in August at 8.10am the morning she had a very **** attitude towards me telling me that I have already agreed to the change of the device, I then told her to put me through to a Manager and she told me there was no managers available, which is totally unacceptable as I work in a contact centre and when a paying customer requests to speak to manager it is the customers due right to speak to one!!! I am really not happy with the way cell c has handled my situation and I seek someone to help me resolve this as I am at the end of my tether with this.</p> <p> My husband then called them after I explained to him the situation he got hold of a Manager by the name of Bongani, He was unwilling to assist him want to assist him because it was my contract he then took my number down and called me back on the I then explained to him he said to me that yes he see that my tab expires in 3months and I told him I am not happy at all with the device, he then suggested I should take out a new contract if I want a better model. I then asked him what is then going to happen to the 10.1 inch tab I have been paying for? I also told him that I do not want a new contract with him due to the service I have received thus far. He could not answer me and he is a manager in the collection department, He advised me that I need to call the collections department again to book a collection. That statement really upset me as I expect the manager to take ownership of the matter and process the collection (disgusting service)!!! I called back into the CC the next day, spoke to Lebu she told me to book collection for my tab and put me through to sales department. I then spoke to a Soraya she told me she cannot book the collection for me because I needed the serial no of the tab. I then called back spoke to a Sandile she and said I must speak to someone in sales I asked her to put me through she put me through the line got cut. I then spoke to a Sindiswa she then told me I must press option 2 for sales I then pressed option 2 for sales then the IVR (integrated voice recognition) of cell c was not even changed it said that they are not available only from 8 till 5 they operate and I called on a in the morning and the IVR was still not changed. I was so gob smacked and appalled with this service. I cringe when I have to deal with the staff of Cell C!! I called in again the same thing happened the with the IVR I have then complained and made them aware of it the consultant apologised. I then spoke to a Matimba he spoke to me for 20minutes then the line cut he did not even call me back.</p> <p>I then called back I spoke to a Mahlatse I asked can I speak to a manager she then put me through to the manager by the name of Phyllis, she advised me that she could not assist me with my query as this is an inbound contact centre and not an outbound contact centre, which is a total lie!! How does Cell C follow up with their customers when it is needed? I then spoke to a Noxoloon and demanded to speak to a manager she told me the Managers are not available they all in a meeting. I asked myself again how do this contact centre operate without supervision. I then spoke to a Broné she assisted me with my query after all my frustration and wasting my time she then booked the tab to be collected.</p> <p>A week after the collection took place. I then spoke to Priscilla to follow up about the device she have advised me that the device is still on route to them I must call the a few days later. I then called the Monday 19/08/2016 9.29am. I spoke to a Lerato, she advised me to call back the Wednesday, I have called back the Wednesday 22/08/2016 12.13am I spoke to a Robin she put me through to repairs again she put me through to Andronika on the 22/08/2016 12.23am. I explained to her about the device as she was the one who offered me the Samsung E tab as a replacement. Someone that works in customer service she has no way of speaking to customers, her attitude stank throughout the call because she did not make herself clear to me that she will be sending me the 9.6inch tab. I told her about what I am going through yet she did not show any understanding of the situation and started to become frustrated with me she started raised her voice at me. I feel that was very unprofessional within a contact centre environment.</p> <p>I am the customer and I am not happy with my device the agents are there to help you and not lose respect for you. Then I spoke to a again to Mathimba he then emailed me regarding this matter but, I advised him that the tab I purchased at first is to the value of R6100, he then responded and said they can only offer me a replacement tab to the amount of R5039.00 with only 3 months to go until my contract expires. I displayed great dissatisfaction and was very angry with the fact that Cell C is trying to rob me.I then said that the exchange is R1100 less than my tab which I am paying for and this is not fair.</p> <p>I am angry and furious because I am being ********** paying for a contract and now they want to give me something that is R1100 cheaper I have been with Cell C for many years but I would not recommend anybody for Cell C always problems and the way the consultants speak to their customers are pathetic they have still not come to a solution regarding my tab and almost 2months has gone by and still sitting without my tab.</p> <p>I am earnestly seeking the help of hello peter because I believe that you will help me resolve my query to the best of your ability.</p> <p> </p>