KV
Ken V
1 reviews | Active since Dec 2012
20 Feb 2025, 16:34
Shocking attitude from technical helpline consultant.
Yesterday my phone gave me a message "SIM Failure" and I could not make calls. Today (20/02/2025) I went to Cell C Knysna and they recommended a SIM swop to an ESim. This was done and I was told to wait 4 hours before activating the ESim. Now 6 hours later I try to activate it and I get a message that there a problem with my profile. I called for advice at about 16:15 and was eventually put through to a lady (I did not note her name), who tells me that I need to wait 24hours before activating the ESim and when I queried why so long when I was told 4 hours she rep**** that "it is how the system works". I then happened to mention that I was thinking of switching to Vodacom when my contract expires as their data packages are far cheaper and she then wanted to transfer me to Cancellations. Her whole attitude was one of "I don't care about losing a customer just do what you want to do." Now I am even more certain that I am not going to renew my contract in 3 months time and I'm going to switch to Vodacom.
Helpful (0)
Replies (6)0
Replies (6)
Cell C's replyOfficial
20 Feb 2025, 17:33Dear Ken,
Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you have experienced regarding the SIM card issue and the subsequent eSIM activation process. This is certainly not the level of service we strive to provide, and we deeply regret the unpleasant interaction you had with our customer care consultant.
Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We have escalated your case to our support team for immediate assistance to ensure that your eSIM activation is resolved as quickly as possible. Please rest assured that we are committed to addressing this issue promptly and ensuring that you receive the support you need.
Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
Kind regards,
Cell C | GM
Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you have experienced regarding the SIM card issue and the subsequent eSIM activation process. This is certainly not the level of service we strive to provide, and we deeply regret the unpleasant interaction you had with our customer care consultant.
Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We have escalated your case to our support team for immediate assistance to ensure that your eSIM activation is resolved as quickly as possible. Please rest assured that we are committed to addressing this issue promptly and ensuring that you receive the support you need.
Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
Kind regards,
Cell C | GM
Cell C's reply20 Feb 2025, 17:33
Official
Dear Ken,
Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you have experienced regarding the SIM card issue and the subsequent eSIM activation process. This is certainly not the level of service we strive to provide, and we deeply regret the unpleasant interaction you had with our customer care consultant.
Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We have escalated your case to our support team for immediate assistance to ensure that your eSIM activation is resolved as quickly as possible. Please rest assured that we are committed to addressing this issue promptly and ensuring that you receive the support you need.
Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
Kind regards,
Cell C | GM
Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you have experienced regarding the SIM card issue and the subsequent eSIM activation process. This is certainly not the level of service we strive to provide, and we deeply regret the unpleasant interaction you had with our customer care consultant.
Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We have escalated your case to our support team for immediate assistance to ensure that your eSIM activation is resolved as quickly as possible. Please rest assured that we are committed to addressing this issue promptly and ensuring that you receive the support you need.
Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
Kind regards,
Cell C | GM
KV
Ken V's updateReviewer Update
21 Feb 2025, 08:4121 Feb 2025 - 08:27
SERVICE STILL VERY POOR (Bordering on shocking)
I will try not to use the language I am thinking in writing this.
Well I waited until this morning as per the consultants suggestion yesterday and tried to activate my eSim. Now I get a message that the QR code is no longer valid.
So I phone 135 as per the card for Customer Care, relate the situation and get told I have dialed the wrong number I should have dialed 084 135 for Customer Care. (Well then why not put the correct number on the activation card?? )
So I get transferred to a consultant who did not give her name and relate the situation again. Now I get told that I must go to the shop - which is about 50km away so not just down the road. It is very inconvenient to drive into Knysna today so I tell her that all the shop will do is log on to solve the problem so why can it not be done from someone in Technical at the Call Centre. Eventually out of frustration I ask to speak to the supervisor and after a long wait get told that the supervisor is busy and will call back. I get asked "Please can I have another number for the supervisor to call back on?". As I am alone and only have this one cell phone I tell her that the supervisor will have to use that number. Not good enough! She wants a different number to call back on. As I don't have one I am now waiting as I type this to see if they care enough to try and call back and if not to contact me by WhatsApp or email or other means.
I am not holding my breath!!!
SERVICE STILL VERY POOR (Bordering on shocking)
I will try not to use the language I am thinking in writing this.
Well I waited until this morning as per the consultants suggestion yesterday and tried to activate my eSim. Now I get a message that the QR code is no longer valid.
So I phone 135 as per the card for Customer Care, relate the situation and get told I have dialed the wrong number I should have dialed 084 135 for Customer Care. (Well then why not put the correct number on the activation card?? )
So I get transferred to a consultant who did not give her name and relate the situation again. Now I get told that I must go to the shop - which is about 50km away so not just down the road. It is very inconvenient to drive into Knysna today so I tell her that all the shop will do is log on to solve the problem so why can it not be done from someone in Technical at the Call Centre. Eventually out of frustration I ask to speak to the supervisor and after a long wait get told that the supervisor is busy and will call back. I get asked "Please can I have another number for the supervisor to call back on?". As I am alone and only have this one cell phone I tell her that the supervisor will have to use that number. Not good enough! She wants a different number to call back on. As I don't have one I am now waiting as I type this to see if they care enough to try and call back and if not to contact me by WhatsApp or email or other means.
I am not holding my breath!!!
KV
Ken V's update21 Feb 2025, 08:41
Reviewer Update
21 Feb 2025 - 08:27
SERVICE STILL VERY POOR (Bordering on shocking)
I will try not to use the language I am thinking in writing this.
Well I waited until this morning as per the consultants suggestion yesterday and tried to activate my eSim. Now I get a message that the QR code is no longer valid.
So I phone 135 as per the card for Customer Care, relate the situation and get told I have dialed the wrong number I should have dialed 084 135 for Customer Care. (Well then why not put the correct number on the activation card?? )
So I get transferred to a consultant who did not give her name and relate the situation again. Now I get told that I must go to the shop - which is about 50km away so not just down the road. It is very inconvenient to drive into Knysna today so I tell her that all the shop will do is log on to solve the problem so why can it not be done from someone in Technical at the Call Centre. Eventually out of frustration I ask to speak to the supervisor and after a long wait get told that the supervisor is busy and will call back. I get asked "Please can I have another number for the supervisor to call back on?". As I am alone and only have this one cell phone I tell her that the supervisor will have to use that number. Not good enough! She wants a different number to call back on. As I don't have one I am now waiting as I type this to see if they care enough to try and call back and if not to contact me by WhatsApp or email or other means.
I am not holding my breath!!!
SERVICE STILL VERY POOR (Bordering on shocking)
I will try not to use the language I am thinking in writing this.
Well I waited until this morning as per the consultants suggestion yesterday and tried to activate my eSim. Now I get a message that the QR code is no longer valid.
So I phone 135 as per the card for Customer Care, relate the situation and get told I have dialed the wrong number I should have dialed 084 135 for Customer Care. (Well then why not put the correct number on the activation card?? )
So I get transferred to a consultant who did not give her name and relate the situation again. Now I get told that I must go to the shop - which is about 50km away so not just down the road. It is very inconvenient to drive into Knysna today so I tell her that all the shop will do is log on to solve the problem so why can it not be done from someone in Technical at the Call Centre. Eventually out of frustration I ask to speak to the supervisor and after a long wait get told that the supervisor is busy and will call back. I get asked "Please can I have another number for the supervisor to call back on?". As I am alone and only have this one cell phone I tell her that the supervisor will have to use that number. Not good enough! She wants a different number to call back on. As I don't have one I am now waiting as I type this to see if they care enough to try and call back and if not to contact me by WhatsApp or email or other means.
I am not holding my breath!!!
Cell C's replyOfficial
21 Feb 2025, 09:06Dear Ken Vaughan,
We deeply apologize for the frustration and inconvenience you’ve experienced.
We sincerely regret the confusion regarding the activation process and the incorrect information provided regarding the customer care contact number. We also apologize for the inconvenience caused by the suggestion to visit the store and the lack of timely follow-up from our team.
Rest assured, your concerns have been escalated for immediate attention, and we will work to resolve this issue for you as soon as possible. We understand that visiting the store is not ideal, and we are committed to resolving your issue remotely.
One of our dedicated consultants will be in touch as soon as possible.
Regards
Cell C | DA
We deeply apologize for the frustration and inconvenience you’ve experienced.
We sincerely regret the confusion regarding the activation process and the incorrect information provided regarding the customer care contact number. We also apologize for the inconvenience caused by the suggestion to visit the store and the lack of timely follow-up from our team.
Rest assured, your concerns have been escalated for immediate attention, and we will work to resolve this issue for you as soon as possible. We understand that visiting the store is not ideal, and we are committed to resolving your issue remotely.
One of our dedicated consultants will be in touch as soon as possible.
Regards
Cell C | DA
Cell C's reply21 Feb 2025, 09:06
Official
Dear Ken Vaughan,
We deeply apologize for the frustration and inconvenience you’ve experienced.
We sincerely regret the confusion regarding the activation process and the incorrect information provided regarding the customer care contact number. We also apologize for the inconvenience caused by the suggestion to visit the store and the lack of timely follow-up from our team.
Rest assured, your concerns have been escalated for immediate attention, and we will work to resolve this issue for you as soon as possible. We understand that visiting the store is not ideal, and we are committed to resolving your issue remotely.
One of our dedicated consultants will be in touch as soon as possible.
Regards
Cell C | DA
We deeply apologize for the frustration and inconvenience you’ve experienced.
We sincerely regret the confusion regarding the activation process and the incorrect information provided regarding the customer care contact number. We also apologize for the inconvenience caused by the suggestion to visit the store and the lack of timely follow-up from our team.
Rest assured, your concerns have been escalated for immediate attention, and we will work to resolve this issue for you as soon as possible. We understand that visiting the store is not ideal, and we are committed to resolving your issue remotely.
One of our dedicated consultants will be in touch as soon as possible.
Regards
Cell C | DA
Cell C's replyOfficial
21 Feb 2025, 11:23Gabisile from our support team has confirmed that she has reached out to you and is currently addressing your query. You will receive feedback on this matter as soon as possible.
Cell C | DA
Cell C | DA
Cell C's reply21 Feb 2025, 11:23
Official
Gabisile from our support team has confirmed that she has reached out to you and is currently addressing your query. You will receive feedback on this matter as soon as possible.
Cell C | DA
Cell C | DA
KV
Ken V's updateReviewer Update
21 Feb 2025, 12:01Thank you Gabisile. But it then raises a question about the competence of the other consultants with whom I dealt.
However I will still not raise the rating from 2 stars because I should never have had to go through all this hassle.
However I will still not raise the rating from 2 stars because I should never have had to go through all this hassle.
KV
Ken V's update21 Feb 2025, 12:01
Reviewer Update
Thank you Gabisile. But it then raises a question about the competence of the other consultants with whom I dealt.
However I will still not raise the rating from 2 stars because I should never have had to go through all this hassle.
However I will still not raise the rating from 2 stars because I should never have had to go through all this hassle.
Cell C's replyOfficial
21 Feb 2025, 12:12Thank you for your feedback, and we truly understand your frustration. We apologize for the inconvenience caused and recognize that this situation should not have required the extra effort on your part.
Your experience does not reflect the level of service we strive to provide, and we will take your comments into consideration to ensure we improve our processes moving forward.
We’re glad Gabisile is attending to your query, but we sincerely regret that you had to go through multiple interactions before the matter was addressed.
Cell C | DA
Your experience does not reflect the level of service we strive to provide, and we will take your comments into consideration to ensure we improve our processes moving forward.
We’re glad Gabisile is attending to your query, but we sincerely regret that you had to go through multiple interactions before the matter was addressed.
Cell C | DA
Cell C's reply21 Feb 2025, 12:12
Official
Thank you for your feedback, and we truly understand your frustration. We apologize for the inconvenience caused and recognize that this situation should not have required the extra effort on your part.
Your experience does not reflect the level of service we strive to provide, and we will take your comments into consideration to ensure we improve our processes moving forward.
We’re glad Gabisile is attending to your query, but we sincerely regret that you had to go through multiple interactions before the matter was addressed.
Cell C | DA
Your experience does not reflect the level of service we strive to provide, and we will take your comments into consideration to ensure we improve our processes moving forward.
We’re glad Gabisile is attending to your query, but we sincerely regret that you had to go through multiple interactions before the matter was addressed.
Cell C | DA