Upgrade Nightmare

Please Read below, been there done that


2022, 10:21Dear Mahendra,

Thank you for getting in touch with Cell C.

We have received your review regarding the upgrade done to the Samsung A736 Galaxy A73 + Samsung Galaxy Watch 4 40mm Black.

We have received feed back that the Samsung Galaxy Watch 4 40mm Black has been discontinued and there is no stock. Can we contact you to change your deal?

We understand the frustration this feedback might cause you, we apologize and we are willing to assist to the best of our ability.

^NZPrivate ReplyMMahendra:31 Aug 2022, 11:21Good day

If the watch has been discontinued , why are you'll still advertising for it. It comes with many of your promo specials.
What replaced the Samsung Galaxy 4 40mm black. Maybe Cell C can offer us that as a replacement.

ThanksMMahendra:31 Aug 2022, 11:25Hi
While we trying to finalize the upgrade, please let us know who to contact to change the debit date. our debit date is currently on the last day of each month, and next debit should be today, but going forward we would like to change the date to the 25th of each month, starting on the 25 September 2022.
We called in but get cut off all the time. as we get transferred from one department to another

ThanksCell C's reply:31 Aug 2022, 13:19We apologize for the inconvenience, there was a high demand on the deals inclusive of the Galaxy Watch.

We will contact you also to help with both the upgrade and change of the debit order date.

^NZPrivate ReplyMMahendra:31 Aug 2022, 13:54Please contact us, but why was i told that there is stock,
we want the upgrade but with a watch, we are sure that a new watch would have replaced this one.

RegardsCell C's reply:31 Aug 2022, 14:59We will contact you.

^NZPrivate ReplyMMahendra:01 Sep 2022, 07:32Good morning
Please note that we are still waiting for Cell C to contact us.

While we wait, i would like to request the recordings between myself and the 2 online agents that assisted me. On the 23rd August 2022, it was Jennifer and a week later it was Precious.

Also please can you let me know, if the watch is out of stock and discontinued, why is it still being advertised on social networks and more especially on Radio. I am from Kzn and East Coast Radio, is our biggest radio network and just yesterday, the 31 August 2022, they were advertising for the phone and watch deal, we need to make them aware that they are leading their listeners on as that deal does not exist.

Please supply me with the recordings.

Regards


Cell C's reply:01 Sep 2022, 15:51Good day Mahendra

Our turnaround time is 24-48 hours. We will revert to you.

^NTPrivate ReplyMMahendra:01 Sep 2022, 17:37Can you'll please give us a time as it's not easy to answer during work hours.Cell C's reply:01 Sep 2022, 18:35Unfortunately, we can't give you an exact time frame. However, it will be as soon as possible.

^MPPrivate ReplyMMahendra:05 Sep 2022, 09:54Good Day

Please note that our problem with upgrade as not yet been resolved. Checking if you'll are going to assist us in finalizing the upgrade or will just ignore us.

Await a speedy responseCell C's reply:05 Sep 2022, 11:14Hi

Our team will contact you to assist.

^MP Private ReplyCell C's reply:05 Sep 2022, 11:23Hi Mahendra

Apologies for the unpleasant service experienced.

We will follow up and revert back.

^SMPrivate ReplyMMahendra:05 Sep 2022, 12:41Can I give you'll a bit of feed back in the hope that we can resolve this today.

The original upgrade was for the Samsung A73, and Galaxy 4 watch 40mm, it was for R 599 p/m on the 2gig top up plan over 24 months. I was initially told there is stock of the watch and that its on the way, I was later told that the watch is discontinued. I then lodged a complaint on hello peter, as we were getting no joy as usual.

The solution is, I did some investigating on my own, by calling the few Cell C stores that are still open, they did inform that the promo for the Samsung A73 and watch is still on, but instead of the 40mm watch, there customers are given the 44mm watch which they have in stock, this is both the Gateway and Pavilion branch. My question is, WHY WAS I NOT OFFERED THIS OPTION. ITS NOT TO LATE TO DO SO, YOUR BRANCEHES ARE DOING SO.
The reason i am doing an online application, all Cell C stores in my area as closed down, the nearest one is Gateway KZN, which is about 140km away and then Pavilion about 170 km away.

I THINK WE CAN SOLVE ALL THIS BACK AN FORT EMAILS IF I AM OFFERED THE SAME AS A PERSON THAT GOES INTO THE STORE. WOULD HAVE WENT IN TO OUR BRANCH IF IT WAS STILL OPEN. THE OFFER IS THE SAMSUNG A73 WITH THE GALAXY 44MM WATCH ON THE 2GIG TOP UP PLAN OVBER 24 MONTHS FOR R599 PER MONTH.

PLEASE CONTANT ME WITH POSITIVE NEWS AND LETS SECURE THE UPGRADE.

AWAITING YOUR FEEDBACK

REGARDS
IMMahendra:06 Sep 2022, 08:40Good day
Just checking if the team will show some interest to contact me after the Galaxy 44mmm watch is out of stock.
This is one long panful process to get an upgrade.
I even found the solution, THAT CELL C SHOULD HAVE BEEN ABLE TO OFFER ME.
ON YOUR REPLY PLEASE GIVE A STRAIGHT ANSWER THAT YOULL ARE GOING TO HELP OR NOT AND NOT WASTE ANYMORE TIME WITH WE WILL GET IN CONTACT.Cell C's reply:06 Sep 2022, 08:45Hi Mahendra

We understand your frustrations and apologize once again.

We have referred the matter to Management. You will be contacted shortly.

^SMPrivate ReplyMMahendra:06 Sep 2022, 08:52I really hope so, it gets really tiring writing like this every time. Plus its not hard to know when you are being treated like a fool.
There is a solution, its either a yes or no. I was contacted last week by Moses Mo***eng <***********>, who made a lot of promises before disappearing as well.

One request was for him to change our debit date to the 25th of each month going forward, starting on 25 September 2022, has this been doneCell C's reply:07 Sep 2022, 08:03Hi Mahendra

Have you been contacted?

^SMPrivate ReplyMMahendra:07 Sep 2022, 08:12Good day
we were contacted by Jennifer ( lady who originally did the upgrade), she confirmed that the upgrade will be done with the watch, but we are doing the waiting game again, cause she was to call back and finalize the upgrade, this as not been done. So far an upgrade with Cell C is taking 16 days and even more emails.

While we wait (hope not much longer) please confirm if our debit date as been changed to the 25th of every month, starting on 25 September 2022. Please.

Also how do we activate international roaming, We are hoping to finalize the upgrade before our business trip. Hence activation of international roaming.

Thank you for your response.

Cell C's reply:07 Sep 2022, 20:10Good evening,

As per our records, Jennifer did make contact and the upgrade was processed.

We can confirm that the debit order date has been changed to the 25th and this will take effect the following month. You can contact 084 135 to activate international roaming before you leave the country.

^TNPrivate ReplyMMahendra:08 Sep 2022, 07:31Please, your records may show that the upgrade is processed, but we as the customer is not aware of it, as per last communication with Jennifer we are still waiting for her to get back to us, too confirm the upgrade, so we can not say that the upgrade is processed when we were not contacted to process it.

If the upgrade is done please confirm the new upgrade package, an the watch is added. also when can we expect delivery.MMahendra:08 Sep 2022, 09:47Just some feedback from us, We tried calling Jennifer on the cell number she provided, to confirm if the upgrade has been processed, but but there is no answer.
So as far as we know, the upgrade is still not processed.
Only wish we have is to put this upgrade nightmare to bed and hopefully stop all these back and fort responses as its very time consuming and all it does it show the lack of customer care rom CELL C.

Hope the person that calls is competent to finalize the upgrade, its the Samsung A73 on a 2gig top up contact over 24 months and includes the Samsung galaxy watch.

If we don't answer, we could be in a meeting, so try again.
Please a competent person.

Good day
we were told last week by Jennifer, that the upgraded phone and watch will be delivered this Wednesday 14 Sep 2022, please can you confirm if this is the case and confirm the upgrade that was done, the phone and the type of watch. Cause to date we have not gotten any formal communication, in form of an SMS or email, confirming the upgrade, no matter how many time we have asked for it. Plus Jennifer is the one that stuffed up the upgrade in the beginning, which was the 23 August 2022, You'll can calculate how long we have been waiting,

By now we should have gotten a message stating what we need to have ready?
Please don't get Jennifer to call us she messed up enough, all we want is to know is the following:
1- Upgrade done
2- Type of upgrade contract
3- Type of phone
4-Type of watch
5-Delevery is still on for Wednesday

The answers can be written back in your reply

Regards

Please read my last response, asked you'll not to get Jennifer and waste anymore of our time.

But what happens, Cell C never listens or cares

Good day
We have spoken to a lady named Teboka from Cell C at 10:19am today, asking her to please cancel the upgrade. After all that Cell C put us thru all we ask is for you'll to make sure that the upgrade is cancelled immediately, and to send proof of this. Please cancel everything with immediate effect.

Thank you

Please confirm if upgrade as been canceled.

Please cancel the up grade, we requested this at 10:19 this morning, and eevn this was not done right