Cell C Customer service poor....my experiences to date.

[D tj]

Firstly, I have great appreciation for Cell C, and especially Lars Reichelt, as it was he who moved Cell C into contention with the low Data prices....
Now Cell C with the drop in call rates, again a real positive.
Now please up your customer service...it really is poor vs Vodacom.
I was for years on a Talk 500 with Vodacom....no issues in porting to CellC, now Cell C...

The customer service issues start....I ported to catch the iPhone 5 and the Straight up x00 contract...submitted online x2 applications.. x2+ months later a first contact...in the mean time filled in the St-up application in my business name at Canal Walk on the evening of the Iphone5 launch....never heard a word...+- mid Jan I eventually contact cell C head office...+- week later I have phone and contract....all okay???

Well... invoice is in my not company name....contact Customer Careless....still BLOODY waiting....more than a month later.
I had one call confirming the issue and attending to it.....REALLY???? cell c you are kidding, right? 2014??

I also had an issue where i checked my available data in the morning then again in the afternoon/ evening just before an update I wanted to do... bal.+- 160 MB ....did an app update +- 104MB....was charged for data ..... after the update I checked 0 bal....put in a query re this....heard zip.....

Sad to say this, but Cell c's Customer Careless is making me regret porting.
Yes, my monthly bill is less than my Vodacom days, but with Vodacom's price drop it would likely be the same now.
This with vastly inferior Customer Service.

 

[stricken]

Agreed. I emailed customer careless about why they debited my bank account 30 days after i cancelled my contract. Still no reply. And autogenerating a reference number saying someone will contact me shortly, then 3 weeks later not a word, is not exactly how one does business.

 

[Grubscrew]

I must agree. CellC is great, their customer care is below that of MTN and MTN is unaware that they have customers.

 

[Cell_C]

Firstly, I have great appreciation for Cell C, and especially Lars Reichelt, as it was he who moved Cell C into contention with the low Data prices....
Now Cell C with the drop in call rates, again a real positive.
Now please up your customer service...it really is poor vs Vodacom.
I was for years on a Talk 500 with Vodacom....no issues in porting to CellC, now Cell C...

The customer service issues start....I ported to catch the iPhone 5 and the Straight up x00 contract...submitted online x2 applications.. x2+ months later a first contact...in the mean time filled in the St-up application in my business name at Canal Walk on the evening of the Iphone5 launch....never heard a word...+- mid Jan I eventually contact cell C head office...+- week later I have phone and contract....all okay???

Well... invoice is in my not company name....contact Customer Careless....still BLOODY waiting....more than a month later.
I had one call confirming the issue and attending to it.....REALLY???? cell c you are kidding, right? 2014??

I also had an issue where i checked my available data in the morning then again in the afternoon/ evening just before an update I wanted to do... bal.+- 160 MB ....did an app update +- 104MB....was charged for data ..... after the update I checked 0 bal....put in a query re this....heard zip.....

Sad to say this, but Cell c's Customer Careless is making me regret porting.
Yes, my monthly bill is less than my Vodacom days, but with Vodacom's price drop it would likely be the same now.
This with vastly inferior Customer Service.

Hi D tj

Please drop me a PM whenever you need assistance, will do my best to reply promptly to your request.

Regards
*DM*

 

[D tj]

Hi Cell C, thanks for your kind offer, I have pm'd you.

 

[D tj]

Cell C
Hi DM
I have received your reply PM, thanks.
However I SUBMITTED ALL the docs you are now requesting to the Canal Walk Branch...CK docs, VAT Docs, 3 months Bank statements ID etc ect....they are successfully debiting my account, and gave me a phone,thus have them!!!
I feel MOST uncomfortable in making more copies and have them drift around in this day and age....

Where to now? Call head office again??
PS What about my 2nd issue.
Another issue: Whilst on Cell C PrePaid, waiting for my application for the ST-Up contract I had loaded airtime on my phone +- R 150 left when they took me off PrePaid onto St-up x00....was told the prepaid balance would be added to my st-up...i thought that was too good to be true...it was....now you can see my fading delight in this marriage ....

 

[Cell_C]

Cell C
Hi DM
I have received your reply PM, thanks.
However I SUBMITTED ALL the docs you are now requesting to the Canal Walk Branch...CK docs, VAT Docs, 3 months Bank statements ID etc ect....they are successfully debiting my account, and gave me a phone,thus have them!!!
I feel MOST uncomfortable in making more copies and have them drift around in this day and age....

Where to now? Call head office again??
PS What about my 2nd issue.
Another issue: Whilst on Cell C PrePaid, waiting for my application for the ST-Up contract I had loaded airtime on my phone +- R 150 left when they took me off PrePaid onto St-up x00....was told the prepaid balance would be added to my st-up...i thought that was too good to be true...it was....now you can see my fading delight in this marriage ....

Hi D tj

I was avoiding to refer you back to the store to have it sorted out, however i do understand your concern. With regards to your airtime, i will load the forfeited airtime. You should have been advised to use up the airtime before being converted to post paid.

With regards to data usage, please send me the exact time and date when data was lost and i will verify usage.

Regards
*DM*

 

[D tj]

Hi DM
Re:The +- R150 loss, at the time was a non-issue, and I sill consider it not an issue, so no worry, what I wanted was that airtime to stay on the sim for my iphone 4 and a fresh new start with Cell C and the iphone5 and the st-up contract...sadly not quite so.

As to the data issue, it was+- on the day of the +-104MB iPhone iOS update...that is what i used it for.
Again not the money, but if it happens once, it may happen again and could be a big issue...fixing small problems often prevents big ones!
The time I am spending typing ( one finger) and phoning Cell C is the far more expensive loss to me...my work stops as i cannot attend to my staff and our paying work!
Hence my irritation.
Thanks for your interest... your call as to how to proceed.
Ps.I have again checked...they ARE debiting my bus. account.
N