ismaelhassa
Member
- Joined
- Feb 11, 2013
- Messages
- 16
- Reaction score
- 0
ATTN: Mr Alan Knott-Craig
Dear Alan, from the news reports, it seems Cell C are going aggressively after market share by reducing prices. While this may be a short term solution, I offer you some advice as a very frustrated customer and look forward to the day my contract comes to an end so I can move to another operator. Nobody can claim to know more about building an operator than you however decent customer satisfaction will ensure loyalty, stickiness and an evangelist for Cell C. This is clearly lacking at Cell C. I have been to your Branch in Kennilworth Centre, Cape Town almost 15 times and pushed from branch to Call Centre. I pay for a service and I want it to work, simple. My BB service has not worked properly in over 6 months and currently my phone is being attended to by your service centre for the last two weeks with no news on when it will be fixed. Everybody has a different solution to the problem and continually removing and inserting my SIM card has caused the SIM socket to break.
I have worked for multinationals for over 20 years and customer satisfaction is key to repeat business but Cell C clearly dont grasp this. Everybody I know work with MTN or Vodacom and have nothing but good things to say.
I have probably highlighted about 3 areas for signifcant improvement, customer service/care, knowledge and process.
I'm hoping that the remaining 8 months of my contract can become a pleasure from the nightmare its been.
Regards
Ishmael
Dear Alan, from the news reports, it seems Cell C are going aggressively after market share by reducing prices. While this may be a short term solution, I offer you some advice as a very frustrated customer and look forward to the day my contract comes to an end so I can move to another operator. Nobody can claim to know more about building an operator than you however decent customer satisfaction will ensure loyalty, stickiness and an evangelist for Cell C. This is clearly lacking at Cell C. I have been to your Branch in Kennilworth Centre, Cape Town almost 15 times and pushed from branch to Call Centre. I pay for a service and I want it to work, simple. My BB service has not worked properly in over 6 months and currently my phone is being attended to by your service centre for the last two weeks with no news on when it will be fixed. Everybody has a different solution to the problem and continually removing and inserting my SIM card has caused the SIM socket to break.
I have worked for multinationals for over 20 years and customer satisfaction is key to repeat business but Cell C clearly dont grasp this. Everybody I know work with MTN or Vodacom and have nothing but good things to say.
I have probably highlighted about 3 areas for signifcant improvement, customer service/care, knowledge and process.
I'm hoping that the remaining 8 months of my contract can become a pleasure from the nightmare its been.
Regards
Ishmael
