Item: Cell C
Rating: 1
Author: Merill A

MA

Merill A's updateReviewer Update

26 Jul 2025, 12:16

I purchased a Samsung Z Flip 4 on contract from Cell C. After 1 year, the phone developed a defect, and I was instructed by Cell C to send it to Samsung for repairs. The phone was repaired, but the same issue has reoccurred less than a year later.When I contacted Cell C for a trade-in or upgrade, I was told to contact Samsung. Samsung has requested that I send the phone in for repairs again, but I no longer want to accept a repair for a recurring issue.Under the Consumer Protection Act, I am entitled to either a replacement, trade-in, refund, or early upgrade. I am requesting Cell C to either provide a trade-in for a different brand/model, a refund, or allow me an early upgrade.Please assist in resolving this matter within the next 10 working days, or I will escalate this matter to the Consumer Goods and Services Ombud and National Consumer Commission.

MA

Merill A's update26 Jul 2025, 12:16

Reviewer Update

I purchased a Samsung Z Flip 4 on contract from Cell C. After 1 year, the phone developed a defect, and I was instructed by Cell C to send it to Samsung for repairs. The phone was repaired, but the same issue has reoccurred less than a year later.When I contacted Cell C for a trade-in or upgrade, I was told to contact Samsung. Samsung has requested that I send the phone in for repairs again, but I no longer want to accept a repair for a recurring issue.Under the Consumer Protection Act, I am entitled to either a replacement, trade-in, refund, or early upgrade. I am requesting Cell C to either provide a trade-in for a different brand/model, a refund, or allow me an early upgrade.Please assist in resolving this matter within the next 10 working days, or I will escalate this matter to the Consumer Goods and Services Ombud and National Consumer Commission.

Cell C's replyOfficial

26 Jul 2025, 12:25

Dear Merill,

Thank you for getting in touch with Cell C and sharing your experience. We’re truly sorry to hear about the recurring issues with your device and the frustration this has caused.

We understand your concerns and have escalated your request to our Support Team for further investigation. They will review the matter and contact you directly to assist with a resolution, including exploring options.

We appreciate your patience and the opportunity to resolve this matter.

Kind regards,
Cell C | NZ

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Cell C's reply26 Jul 2025, 12:25

Official

Dear Merill,

Thank you for getting in touch with Cell C and sharing your experience. We’re truly sorry to hear about the recurring issues with your device and the frustration this has caused.

We understand your concerns and have escalated your request to our Support Team for further investigation. They will review the matter and contact you directly to assist with a resolution, including exploring options.

We appreciate your patience and the opportunity to resolve this matter.

Kind regards,
Cell C | NZ

Enjoy faster connectivity with Cell C Fibre from just R469/month!
Get connected with our fibre partners and enjoy speeds from 50Mbps, plus save 49% for the first 3 months on selected packages.
Sign up now: https://cellc.link/1W

#SwitchToSee
#CellCFastFibre

MA

Merill A's updateReviewer Update

31 Jul 2025, 19:19

Despite my repeated requests for a replacement or a refund instead of another repair, I have only been offered further repairs. I have already escalated this matter via HelloPeter, yet no meaningful resolution has been provided.

Please note: I am formally rejecting any further repair attempts. This is a clear case of a defective product that fails to meet the standards set out in the Consumer Protection Act (CPA), which entitles me to choose between a refund, replacement, or repair within a reasonable time and after failed attempts to resolve the issue.

I request that Cell C either:

1. Replace the faulty device with a new one of equal value, or

2. Provide a full refund.

Should I not receive a satisfactory response within 7 working days, I will escalate this matter further to the Consumer Goods and Services Ombud (CGSO) and pursue all other available legal avenues.

I hope Cell C will act in good faith and resolve this matter promptly.

MA

Merill A's update31 Jul 2025, 19:19

Reviewer Update

Despite my repeated requests for a replacement or a refund instead of another repair, I have only been offered further repairs. I have already escalated this matter via HelloPeter, yet no meaningful resolution has been provided.

Please note: I am formally rejecting any further repair attempts. This is a clear case of a defective product that fails to meet the standards set out in the Consumer Protection Act (CPA), which entitles me to choose between a refund, replacement, or repair within a reasonable time and after failed attempts to resolve the issue.

I request that Cell C either:

1. Replace the faulty device with a new one of equal value, or

2. Provide a full refund.

Should I not receive a satisfactory response within 7 working days, I will escalate this matter further to the Consumer Goods and Services Ombud (CGSO) and pursue all other available legal avenues.

I hope Cell C will act in good faith and resolve this matter promptly.

Terrible quality and service from Cell C