Cell C helpdesk question: Your feedback needed

[rpm]

Hi folks

We recently did a short helpdesk survey in which we waited 5 minutes 57 seconds to have our call answered. Cell C felt that this is not an accurate reflection of their helpdesk performance, and said that their average response times averages around 2 minutes .

Can you please indicate typically how long you wait for a Cell C helpdesk call to be answered (from the time you dialed to the time you reach a consultant)?

Thanks and regards,

RPM

 

[Sting]

My personal experience was that it took so long that I eventually emailed them and posted on their web. The one time I did get through (from a CellC phone), the line was so bad that we could not hear each other and the call dropped.

After this also failed I reported them to ICASA, i.e. I followed the proper escalation process. Response from ICASA was good and within the allotted 14 days, I had my reply from CellC.

IMO - CellC customer service sucks and I cannot wait for my kids' contracts to expire.

 

[Hot_Chocolate]

last week I had a problem with my cellphone. I couldn't receive or make calls. And I could only send local sms's. I switched it off, took out battery and sim and reinserted and switched it back on. Because sometimes that's all that is needed. But it didn't help.

I phoned their customer care number from my cell, but I couldn't find an option to just speak to an operator. Whereas some systems will say, after all the choices, "or hold on for the next available operator". There was none such an option. In the end I tried random extensions, finally getting through to someone.

I explained my problem to him, and he informed me that they had network problems, and it should be sorted within 2 hours. It wasn't. I was awakened in the wee hours of the following morning with some of the birthday sms that only then came through.

 

[warwickw]

Option 9 at the main menu takes you to a real live person. Generally when I use it the call is answered within 60 seconds to 90 seconds.

 

[Leitmotif]

Nothing beats MTN. Last week thursday I sat on the line for 14 minutes before my call was answered. Then got bounced around and told they couldn't help me.

Ironically enough, I was trying to ensure my contract ends on the final day rather than rolling over.

 

[mercurial]

They are skelm. They conveniently removed the option whereby they tell you which option is for the operator. Thugs. It is indeed option 9. So glad I ported to Vodacom.

 

[SUPERMAN89]

Nothing beats MTN. Last week thursday I sat on the line for 14 minutes before my call was answered. Then got bounced around and told they couldn't help me.

Ironically enough, I was trying to ensure my contract ends on the final day rather than rolling over.

AMAN!

 

[victor]

Cell C is one of the top 3 WORST companies to deal with.

 

[Saidar]

Victor,

I agree, I was with CellC for two years. But hey, I don't know of any cellphone company out there that don't want to screw you

 

[Grim Reaper]

Remember guys, the main reason why companies do not include "press option ## to speak to an operator" is because they have all the necessary options on the IVR, once you select the correct option, it will take you to a sub IVR, and in the event whereby the option you selected cannot be honoured by the IVR, then only will it transfer you to an operator.

Guys that go directly to agents are usually asking for common requests (PIN / PUK / RECHARGE / GPRS / MMS, General Info) which is available o nthe IVR, however the customer does not want to spend 30 seconds navigating the IVR, but rather spend 2 minutes to wait for an agent, who will ask all the security questions first, before assisting...