Worst Service

<p>Good Day</p> <p> </p> <p>I am really disappointed with the service I am getting from the Cell C Repair Centre and the C Insurance.</p> <p> </p> <p>I know the C insurance service is the worst but the funny part is that Cell C is still using the Finrite company.</p> <p> </p> <p>Let me start with C- Insurance, The service is extremely poor, firstly if you want to claim, which is option two on the voice prompt, you will never get hold of the Consultants but if you want to open the insurance being option one within a minute, they pick up the phone and they all professional when opening the insurance.</p> <p> </p> <p>If you are lucky enough for your claims, they will answer and hang-up, they are not professional, when you send the claim forms they will never respond nor call you, you always have to call them, while on the claim forms you filled in your contact details being your cellphone, alternative number and email address but believe me, it is a waste of time to complete this section. I have experienced it several times.</p> <p> </p> <p>I went to Waterfall on the 13th of February 2017,for my Huawei P7 to be booked, the reason why I went to the HQ, I was avoiding a process of taking my phone to the store, knowingly that it was going to take forever to get to the Technicians (CellC Repair ) and the process of my phone being repaired.</p> <p> </p> <p>My phone was booked by a CellC Tech and on the 15th , he gave me a quote and mine was to complete the insurance forms and send it to their email address, which I did.</p> <p> </p> <p>I kept on calling the Technician as he was generous and very helpfully, I am not even ashamed to mention his name; Mpho Moopelwa.</p> <p> </p> <p>The matter was no longer with him as I submitted my claims to : ********** and ********** but I kept on calling ********** 007 with no answer, regarding the feedback. on the 17th I went back to Mpho he called the C insurance on my behalf and they informed him that their respond is within 24 hours and they also work on Saturdays.</p> <p> </p> <p>They never responded my mail nor call me, after several attempts ,I got hold of them on the 22nd and I was informed that they will get back to me, which I knew that it was a story. They didn’t bother to get back to me.</p> <p> </p> <p>On the 23th I contacted them and got hold of the lady by the name of Nancy Ndebele, We didn’t start on the good note but she eventually assisted me to get my access but I was told that they are replacing my P7 with P8 lite.</p> <p> </p> <p>I questioned the reason behind that and I was informed that P7 has lost value and they cannot repair my device, meaning that P7 is equivalent to P8 lite, I explained to the lady that I am not happy with P8 lite as I am aware of two issues that I came across with the phone. I am an IT Technician by profession and One of my users uses P8 lite, it didn’t wanted to connect to the Wi-Fi and the dealer exchanged the phone. The new phone that was exchanged it doesn’t want to connect to Office 365 up to date.</p> <p> </p> <p>I asked her if it would be possible to get the same P7 as I am happy with the make and P7 but I DON’T WANT P8 LITE, she referred me to the Cell C Repair Centre.</p> <p> </p> <p>On the very same date I contacted the Cell C Repair Centre and I was referred back to C Insurance, reason being that a customer cannot tell them which phone he wants and he cannot recommend, the decision can only be made by C-Insurance or the Technician who inspected the phone.</p> <p> </p> <p>I patiently contacted the C-Insurance and Nancy was busy, I then spoke to the gentlemen by the name of Thsidiso, having to explained my query time and again, which is annoying but which option did one have?</p> <p>Tshidiso made a Conference Call with a Cell C Repair’s Consultant and the lady didn’t have an answer for me base on the question I asked her. My question was why are they replacing my P7 with P8 lite, I know that P7 was discontinued but why are they replacing it with P8 lite , while I am paying R328 for my P7 and R119 for the insurance and according to me and the value of the phone based on my monthly premium, is an average of R5 ********** . While P8 lite is ± 2500 .</p> <p> </p> <p>She told me that she will have an answer for me the following day, on the 24th no one called nor mail me. As patient as I am, I called and I had to explain my query to another consultant and I was informed that there are no updates on my call, she told me that she will get back to me by the end of business day on Friday and she never did.</p> <p> </p> <p>I awaited even today and no one got back to me, I called today being the 27th , I raised the very same question and the lady by the name of Andronica Lekgwale was supposed to get back to me, but it was the story that I was used to by now, she never did and I called again and got hold of another consultant, her name is Lebo If I got it right, she cut me off and now I am at a stage where I cannot take it anymore.</p> <p> </p> <p>I am requesting an escalation to my call, I need a clarity to why are you replacing my P7 with P8 lite, how are they equivalent while I am paying R328 and Insurance of R119 and the person who is on P8 lite contact is paying roughly R150 and insurance of R69.</p> <p> </p> <p>The other interesting part that Andronica informed was that I might get a refurbished P8 lite.</p> <p> Cell C, Is how you treat your customers?</p> <p> </p> <p>The process of being assisted is way terrible, There is no way I am upgrading with such service.</p> <p>As a matter of fact I have been using this sim since 2007 but really I am being failed as a consumer, do we really have to complain before we are assisted?</p> <p> </p> <p>The last question why are you still using C Insurance, how often do you monitor it and are you happy with the reviews you get from C Insurance? The Repairs Centre really disappointed me, I can’t believe!!!</p> <p> </p> <p>Reference Number: GPJOH104805</p> <p> </p> <p>Regards,</p> <p>Teboogo</p> <p> </p>