The awful experience I have with Cell C

<p>Hi there,</p> <p>I don't even know where to start. I have had sleepless nights since I upgraded on my second contract with CellC and basically being mocked and laughed at right in my face when going to the store to try and get help. Manager calling me and shouting at me at 9am in the morning. This is the email I sent and no one rep****.</p> <p> </p> <p>Hi there Duty Manager,</p> <p>I hope this email finds you well.</p> <p>This email is to inform you about the awful experience I have had with Cell C recently. There has been so much incidentses that I do not even know where to begin.</p> <p>Firstly when I got my first contract I was very pleased with the service. I never had any issues. I have been with Cell C for the past 4 years now. My first contract was in 2013 I got the LG beat phone. Due to my contract coming to its term I decided to get a new upgrade in 2016 ending.</p> <p>Secondly I also want you to understand one thing as you proceed in reading this email that, no one has time to be writing emails about issues that don't matter. I am really not happy hence me sendig this email to you guys, I am deeply hurt.</p> <p>I upgraded to an IPhone 6 Plus in December 2016. The plan is called 'Pinnacle 100' which includes a WhatsApp Recurring Bundle'. On the day I upgraded, I bought a screen cover as well.<br />I was helped by a lovely lady called Tamysn the day I got the phone. <br />The upgrade was made at the Cell C store in Century City Mall, Canal Walk, Cape Town.</p> <p>I was told when I left not to swift the phone on and to wait 2-4 hours for the swap seeing that I upgraded. When I got home It was late already. I placed the phone on charge and went straight to bed. The next morning I went to work. One of my colleagues helped me to get started. As it was my first time using an iphone.</p> <p>I then got a call later, to my surprise I could not answer it, I kept swiping the screen to answer the call nothing worked until the call dropped.<br />I then told one of my colleagues that my new iPhone is freezing and I don't understand why as it's a new handset. My colleague said he noticed that the screen proctector cover was not fitted properly and it had bubbles on the side. He said because this is a touch screen and it has sensors the cover might be an issue seeing that it was not fitted properly in the first place, as IPhone don't freeze.</p> <p>I decided , okay then I would visit the stores. The screen proctector cover cracked not so long after then. It cracked after a week of getting the phone. I decided I would not take it off, that I would visit the store and show Tamysn what happened. I worked different times and for transport reasons I can't not always visit the stores in Canal Walk I leave work at 4pm and live in Khayelitsha, I work in Camps Bay. It takes an hour plus to travel from Camps Bay to Canal Walk via My City Bus.</p> <p>Seeing that Tamsyn was not available the few times I visited the stores I decided to call into Customer Services to report the matter.</p> <p>I called into Customer Services I can't remember the ladies name whom I spoke to. She asked me to verify the account before stating my query for security purposes , which I then did. After verifying my name and I'd number and address and how many contracts I have with Cell C and when my debt goes through on my account she then told me I don't not sound like the account holder. I asked her why?.... she said I quote "You sound like a man". I thought I was hearing things. I asked to repeat herself she said the same thing. I felt so ashame the phone was on loud speaker and my husband was with me. I asked her can I please speak to your manager she said please hold and dropped the phone.</p> <p>I called back and asked to say speak to a manager ,I was transferred by the representative and I spoke to the manager she apologized and said the person didn't leave any note on the account so it's hard to track who I spoke to. She asked me to write in a complaint.<br />I decided not to write the complain I did want to seem that I was over reacting. <br />I decided to take sometime before calling in again.</p> <p>I took the screen protector hoping matters would get better , but nope... things got worse. <br />I decided to call the Technical Department I was told to swift off the phone and swift it on after a few minutes.<br />The phone was still not functioning like it should... it would work for a few minutes then stop... on and on back and forth.<br />I was dropped with calls there as well.<br />I probably called more than 10 times that day too in order to get help and lastly got to a representative who told me they can't book the phone , as everything taken in stores will be dealt with in stores, and everything over the phone will be fixed over the phone.</p> <p>He gave an honest advise which I really appreciated. It's also good as all the calls are recorded as you can retrieve the call and listen to the recording.</p> <p>At the time my WhatsApp also stopped working I called Customer Services and told them everything. They told me my Data Bundle had deleted. <br />Because I wanted something affordable, I asked for a WhatsApp bundle. <br />Iq would think that for anyone in Customer Services o add something on a Customers Account that they would check first to see what's included on the package... but no this was not done , I was added with three once of WhatsApp bundles in one month.</p> <p>I got this information when I went to the stores in Canal Walk. I called a few times to have them activate the bundle as it was not working after waiting 15-20 minutes, but instead of troubleshooting the matter I was given an additional three once off whatsapp bundles onto of the recurring WhatsApp I got the day I upgraded.</p> <p>The last time I went to the stores. I still never saw Tamsyn. <br />I took the phone to Istore in Canal Walk they advised me after observing the device that it had a hardware issue. <br />They advised that they are certified Apple Technicians that they could repair the phone in Seven working days and if they can't fix the device they would replace it seeing that it's still under warranty.</p> <p>I decided not to take matters into my hands and visit Cell C for an advise instead of having Apple fix the device. I got to the store and laid my problems to another female consultant. Sorry I never got her name, she advised I was not suppose to remove the screen proctector cover that I should have bought the phone to Cell C when the cover broke. I also told her I had been to the stores on many occasions after the cover broke and everytime on getting to the stores I would ask for Tamsyn as she knew everything about the issue I had better, but she was never around and no one asked for the reason why I was looking for her. Which that isn't really the case.</p> <p>Nevertheless I got to the stores and spoke to Yusri a male consultant at Canal Walk in the same Cell C store. I explained my issues and told him it felt like I had no phone. I really felt like no one cared about me and what I had been through. He said ..."okay we will book your phone for repairs".... and he called his manager on Duty on the Day called Phillip. <br />I got excited after he told me he was calling a manager thinking that things would get better. Instead Philip came out and I explained everything to him. He told me after then that, he would book the phone for repairs. I was still waiting thinking that I would get a loan phone he gave my SIM card and said..." there are no loan phone". I told him I had no phone as my daughter Lisa was now using my old phone and she needed it. He told me I should try and make a plan as the contract is on the SIM card and not on the phone. I felt like crying right there.</p> <p>I understand that this is no ones fault at the stores as they don't manufacture these devices. They can only try their best to assist when Technical issues arise by offering good services as they represent Cell C.This was never the case.Technical issues happen everywhere and everytime. I was so hurt. These people represent the brand and Customer Services to clients is very important but I am really sorry Cell C does not have those qualities and it's so sad.<br />The manager "Phillip" could not wait for me to vent and express how I felt he kept speaking over me and rising his voice. I left the stores in tears still not believing what had happened. I told him I am not taking the SIM card as I have now where to put the SIM card.</p> <p>I left everything in stores,the paper work and the phone in the box with my charger and earphone and SIM card and asked him to cancel the contract. He said nothing to me and told Yusri the consultant "book the phone for repairs". That's what I heard him say when I was leaving the store.</p> <p>I thought they were waiting for me to cool down and would later ring as soon as they get the loan phone but they didn't until I walked into the store to query this a few days ago. Money was taken out of my account and no one bothered to call to let me know the progress on the technician side of things concerning my phone.</p> <p>The lady who helped me last week found out that the SIM card the manager accused me of having was in the actual box at the store and the previous day had a sim swap which took 2-4 hours.</p> <p>I have now been blocked as well because I never paid I contract in never had for a month.</p> <p>Please get back to me concerning this email. Something should be down be and I am patiently awaiting your response concerning this.</p> <p>Kind Regards,</p>