Glocell cannot be trusted to deliver

Item: Glocell
Rating: 1

During 2016 Glocell took over some Altech clients when he company left the mobile business. In an attempt to create loyalty Glocell promised all customers that renewed their contracts with an all inclusive 3 day MSC cruise to nowhere for the whole family. In my case Me, my wife, and 2 kids. Upon investigation the value of this cruise on the MSC website was more the R9000 for just Me and my wife, not sure if the kids would have been able to go for free. All qualifying clients received a voucher and could register online in the beginning of November. This was done, completed registration was on 5 November. The company that did the bookings for Glocell indicated a 10 day waiting period for placement on a cruise. I waited and nothing happened. I called Glocell at Cape Gate where my contract was renewed, they knew nothing and said they cant help. I got the number for TLC ( the booking company and called, for about three days, every time I had to wait for a very long time and no answer, the phone just rang,and rang. After an email back and forth, on Tuesday, November 29, 2016 5:21 PM I could log an complaint with Glocell directly, which I did. And then nothing. Coming back from vacation in January I attempted to find out what was wrong. Though some phone calls, eventually getting to MSC we found out from them that we have to get a voucher from Glocell for a cruise. No Idea how we should have known this as we where not informed. Then I decided to contact Glocell in Canal Walk. A lady there was really helpful and I explained what happened. She tried to help me and with some emails we eventually found out that we will get an answer n 12 January, about a trip that should be leaving on 13 January, shocking. 12 January came no answer. 13 January came, we received a message via phone that we would get an answer before 17:00. 17:00 came no message. Just before 18:00 I received an mail from Glocell indicating that the cruise ill not happen and I will get R8000 rand on my account, well not really what I was looking for. Glocell might not be in the wrong legally here, but from a consumer perspective it is highly disappointing as they did 1. Not deliver on an expectation created and 2 Attempted to console the consumer with something not equivalent to the value of the promise. How can i trust them in future and renew my contract? They have in an attempt to win a customer, lost one, nd the final communication sent by them below, I find rather arrogant to be honest. Interest hown from the customer, It was not like we inniated this from the customer side, It was an attempt from Glocell to win customers through prize or promise, creating an expectation. We fell, hok line and sinker, Glocell failed to deliver! It fet like they are taking me for a ride. Insulting, to say the least. The value off the Account does not reflet the true value value of the initial “prize” nor does it fulfill the expectation created by Glocell as a company. In the final letter below Glocell claims that regrettbly there are no more places avalable on the cruise. Regrettably Glocell should have done their research and looked at the amount of customers that will need to renew their contracts within the specified period. Clearly this homework was not done. Glocell is at fault here for creating an expaetation and not delivering. This final communication and the lack therof during the whole process fills me with regret, now I am stuckwith this company until my cntract ends. Why do i need to pay money to buy myself out, I don't want to do business wit them anymore. The final Letter from Glocell: GloCell would like to thank you for the interest you've shown in the recent MSC cruise promotion. To date GloCell has been able to accommodate over 1,000 customers, plus their families, with this MSC cruise promotion. Due to the staggering response to the campaign we regrettably have to advise that there are no longer TLC/MSC promotional cruises available. This campaign was always dependent on promotional availability however, as a gesture of goodwill, GloCell has decided to provided qualifying customers that did not receive a cruise, up to R8,000 discount on their GloCell account, to be used towards their monthly subscription and usage (not exceeding R1,000 per month). Terms and conditions apply.

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