Very Poor Customer Service from Mobicel

Mobicell Customer Service is pathetic. I sent an email on the 29th December 2020 enquiring about the warranty of my cellphone. I gave the IMEI number and the date of purchase (March 2020). I got a reply from Thandi saying they will confirm with their inventory team if they have stock and revert back.

I sent a follow-up email on the 18th January as no one had contacted me. This time Thandi told me they do not have a battery for V2 however, they can offer me an alternative. I had no idea what this meant so I asked how will tha work. She rep**** that if I don't mind they will send me a quotation. I asked when did we go from the replacement of a battery under warranty to me purchasing one. Thandi called me say the battery's warranty was 6 month that is why they can't rpelace it. She also said that battery issues are usally due to customer neglegence and that was the second reason Mobicel won't cover the cost. I asked her why was I not told of this when I first sent the email back in December. She said she I should have known as it is the Supplier's (in this case Takealot) responsibility to inform customers of this rule and not the manufacturer (Mobicel). She also admitted on not reading my email poperly the first time.

After a long urgument, we agreed for her to send me a quotation for a replacement battery. I receive the quotation today (20 Jan 21), with outdated company contact details. I called Mobicel again to enquire why was this the case, Chantelle answered and told me those were Mobicel's old contact details as they have recently moved. I asked why have not not updated their quotation template, she said that's was they send to everyone and no one has an issue with it so they change it just because I say so. I asked to speak to a supervisor, who later called me and explaine the same thing. When I told that the I have not proof of that their quotation was legit she told me to call the bank listed on the document and enquire if that account was real.

I lost it and despite my concerns she kept on speaking over me and told me they won't change their processes just because I am not happy with them. After a long argument of me telling her that this was a legal requirement and that it was ok for them to just dismiss the matter, she changed her story and said she was not responsible for updating the template but can inform the relevant department.

My overall experience with Mobicel customer service representatives is that they have very poor problem solving skills. They personalise a problem and blame everyone else but themselves. Instead of investigating a matter, they pass the bug and avert responsibility. I shared this with them that the attitude they when resolving issues aggrevates the customer and make matters worse. They did not seem to be bothered by my concerns and told me I was forcing my opinions on them.

I hang up as I felt I was not getting anywhere with these incompetant people. I would like Mobicel to consider taking their staff for Customer Service & Problem Solving skills training.