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Duncan D

1 reviews | Active since Jun 2009

17 Nov 2017, 13:10

upgrade done on 8 November and still no phone

I was contacted on Wednesday 8 November to upgrade my contract. I went through the process and selected the phone I wanted and the agent confirmed all my details. He even confirmed that my phone will be delivered in 3 to 4 days. I called this morning to find out what was happening as I have had no delivery yet only to be told that the upgrade was done and it was for a sim only and there is no handset ordered. Further more when I confirmed what handset I wanted I was told that they do not have stock of this handset. This all happened while I was transferred 4 times to different people to try and find out what was happening. I requested them to listen to the upgrade call that was done with me to confirm the handset I ordered and delivery details and I wanted feedback by 10am. Still no phone call has been received or any contact with regards to the situation. This is really pathetic service and I am not impressed with the treatment I have received.

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Replies (8)
Cell C
Cell C's reply17 Nov 2017, 13:20
Official

Thank you for bringing this matter to our attention.

One of our team members will follow up on this matter and advise on a way forward. Do expect communication.

We apologize for the inconvenience caused.

Regards
Cell C | PN

DD
Duncan D's update17 Nov 2017, 15:22
Reviewer Update
How long must I wait for communication. I ask that a manager call me back this morning by 10am and this did not happen yet. You also say I must expect communication so tell me when. Or will I have to wait till next week for this.
DD
Duncan D's update20 Nov 2017, 10:39
Reviewer Update
So I received a phone call on Friday afternoon form someone in your Social Media Team. They promised me to listen to the interaction and that they were working on Sunday and they will call me with feedback. It is now Monday morning almost 11am and I have not received anything from you as yet. No feedback from the Manager I requested to call me on Friday morning, no feedback from your social media team that promised to call me on Sunday. This is pathetic service after I was told my phone would be received in 3 to 4 days. On top of that you have told me now that you do not have stock of the phone I ordered which is even worse and seems more like a ploy to delay because you just do not want to admit there was an error and you can not correct this. I expect to receive a detailed response with feedback as to what happened and when I will be receiving the goods I ordered before 12 today else I will take this matter further.
Cell C
Cell C's reply20 Nov 2017, 11:38
Official

Good morning Duncan

We have escalated this matter for further assistance.

Regards

Cell C | PN

DD
Duncan D's update20 Nov 2017, 14:18
Reviewer Update
Totally Pathetic. You have an agent call me to say there was an error and I am now expected to phone in to cancel your ***** up. Think again. you made the error so you better fix it and you better do it quickly. I will not make additional phone calls for something you did wrong. The recording clearly states what I agreed to. Why must I call to cancel something I did not agree to.
Cell C
Cell C's reply21 Nov 2017, 08:27
Official

Good morning Duncan

Kindly note that a request for the call recordings has been sent and you will be contacted with feedback.

Regards

Cell C | PN

DD
Duncan D's update21 Nov 2017, 09:42
Reviewer Update
Just as a matter of interest. I requested the call recording on Friday morning to be listened to already. 5 days later and now only is the request being done. I was supposed to have received feedback on this on Sunday as promised by your agent who still has not contacted me yet. Can I also please have confirmation of your TAT for the call recording. Am I going to wait a week for that to happen. Never mind that I am still waiting for a manager to contact me that I have requested on Friday morning already. Clearly you do not seem to value your clients with this kind of treatment and service you offer.
Cell C
Cell C's reply24 Nov 2017, 09:48
Official

As per communication, you have been contacted and provided with feedback.

Regards

Cell | PN