WHAT service?!?!?!

I had this to say on Facebook:

I am so highly disgusted by the service received from Cell C. My phone was sent in for repair at the N1 City branch where I was assisted by Aphiwe. The phone is covered by insurance through Cell C. The phone was booked in on 30/01/2020. I was told it would take 2 weeks to reach the repair centre, 7-14 days for repairs to be completed and then a further 2 weeks to be returned to the store for me to collect. I received an sms from the Repair Centre on 06/02/2020 that the unit had been allocated to a technician for assessment, and 15 minutes later on that same date, 06/02/2020, I received an sms with quotation and banking details. Aphiwe called me on 07/02/2020 to inform me that the insurance would not cover the phone repairs as I had a sim card in the phone, also on contract with Cell C. I went into the store to request the paperwork signed stating this. I was told it had to be requested and I left the store. I was then called +- 30 mintes later that the repair would be covered by the insurance and received an email from Aphiwe stating the amount for the excess. Payment was made to the banking details received via sms from the Repair Centre, 06/02/2020, on 18/02/2020. The proof of payment was sent through to Aphiwe via email on the same day. He called me the following day, 19/02/2020, stating that there was no date on the proof of payment I sent him, to which I sent him another copy with the date on the same day, 19/02/2020. I was then told later on that same day by Aphiwe that I had paid the excess fee into the incorrect account, The Repair Centre as stated in the sms received, and that it was to go to the Insurance. He told me that a payment would be made to the insurance but that repairs would continue in the meanwhile. Despite back and forth phone calls and emails I had very little update, just staring that repairs are ongoing and that the payment to the insurance would be made. On 02/03/2020 I received an sms stating that payment had been received and that my device was queued for repair. I emailed Aphiwe stating my dissatisfaction and asking for information, to which I received no response. I went into the store on 03/03/2020 and while I waited Aphiwe called the repair centre to which he was told that no repairs had been done on my device and that it had been been allocated to technician Mpho and once spares were received repairs would only be completed by 15/03/2020. I asked for a contact number for Head Office so that I could lay a complaint. At first I was given a number for the insurance and for the Cell C call centre, neither of which i wanted as i wanted to speak to Head Office. A manager was called, Anele Nanase, who said he would look into the matter. He called me back the same day, 03/03/2020, to say that he needed to follow up with the repair centre in the morning, 04/03/2020, and that he would call me back that same morning. No call was received at all. I emailed Aphiwe aftwr 1pm, on 04/03/2020, again stating my dissatisfaction at receiving no feedback from either himself or Anele. To which I received no response. I then called Aphiwe after 6pm, 04/03/2020, wanting to know why I had not been contacted by anyone. He told me he thought that Anele had called me. Aphiwe told me he had to call the repair centre I the morning, 05/03/2020, as they were already closed. I myself called the repair centre today, 05/03/2020 and was assisted by Priscilla. She informed me that the technician had requested spares on 04/03/2020. Priscilla also informed me that as the device had only been allocated to a technician on 03/03/2020 it would still take a further 15 days (a further 2 weeks) for repairs to be completed and only then sent back to Cape Town. I am still waiting for an update from the N1 City store.

I am BEYOND fed up, angry disappointed with the service, or lack thereof, that I have received from Cell C. By the time I get my phone back it will have been more than a month that I have been without my phone, having made payment on 18/03/2020. This is pathetic and entirely unacceptable. At this time after 10am on 05/03/2020 I have received no further information nor resolution to this matter.

To which I received:

Hi ‎Joanne

Thank you for bringing this matter to our attention. We sincerely apologize for the unpleasant experience. We would like to assure you that this is not the norm at Cell C, nor is it the level of service that we aspire to provide.

We will address this matter accordingly. Kindly accept our deepest apology in this regard.

Please inbox us your reference number Cell C/ID and an alternative contact number.

^NT

A whole bunch of back and forth regarding g details and contact number and promises of follow up emails. I then waited 28 hours with nothing from anyone. I was told "We are following up the matter"....In 3 days I will have been without my phone for a month and a half. So seriously disgusted by the lack of "service" received. Won't be recommending Cell C to anyone.