CellC - iPhone 5 Sleep/Wake Button Replacement Program

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shadow_man

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HI,

I have an EX CellC (completed contract) iPhone 5 suffering a broken power/sleep button.

I’ve checked online and this unit is under a factory recall from Apple directly for this issue:

https://www.apple.com/support/iphone5-sleepwakebutton/
SERIAL NUMBER: C33JTBKWDTWF

I then contacted Apple (0800 444 426) and confirmed that the unit is eligible for this program - to which they replied yes, that it is (Case: 1022251670). They advised that I take it in to an iStore and have it sent away for assessment to APPLE DIRECTLY and a) have it repaired BY APPLE or b) replaced BY APPLE if no repair is possible.

I took the unit to iStore and they confirmed a) that it IS under warranty for the recall and that b) it’s an EX CellC phone so I will need to deal with CellC directly, HOWEVER you CellC branches are useless and want to charge me for a repair or send the phone to a CellC centre for a repair, thus voiding my warranty / recall with Apple. They’re adamant on this despite me showing them the recall information. I’ve additionally confirmed with iStore that this will VOID my recall claim.

CellC please get your act together and allow me to book this in somewhere. Please advise which staff are actually intelligent enough to do this, as i’ve now tried two branches and am getting a tad sick of dealing with incompetent staff.

EDIT: I've sent this to [email protected] as well in the hopes of getting a reply. The CellC branch staff are genuinely useless. They can't understand how Apple can issue recalls.

Screen Shot 2016-01-08 at 7.23.45 AM.png
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Cell C are just telling me to book the device and they'll take a look.

I'm worried that:

a) They aren't aware of the warranty program/recall with Apple
b) They want to charge me as a result
c) That Cell C will do the repair themselves (which they aren't qualified or licensed to do) instead of honor the recall with Apple, thus they'll void my warranty with Apple and I may end up with a phone more damaged, than it was when it went in. iStore have also confirmed that if Cell C do the repair that Apple will void my warranty and i'll be ineligible for the recall.

What recourse do I have here, other than to hope and pray Cell C actually does their job and forwards this off to Apple? The social media guys are pretty much ignoring the points I've brought up and just keep telling me to take it in.
 
If you have concerns.

Write to Apple letting them know about the warranty issue / recall regarding Cell C.
Make sure that they give you the Ok in writing.
Get Cell-C to repair (under recall warranty).

If issues, you can resolve with Apple.

Also, if you need a spare phone, there are some in my room ;)
 
Code: 
Dear Sir
 
Thank you for posting to us.
 
Kindly note that our repair center is aware of the program and they are willing to assist.
 
Please book in the handset so we can assess then decide if your handset is part of the program.
 
This program is for handsets that have a physical damage or liquid damage.
 
Many thanks
Regards

Skhumbuzo Ndhlovu
Social Media Consultant
Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch
Johannesburg

My reply to Cell C. I'm on the war path.

Code: 
Hi,

Please note that I had to spend 1.5 hours in your Canal Walk branch today.

They initially refused to book in the handset as they can't find it on the system, despite the fact that it's an EX Cell C phone (contract expired). iStore even confirmed that the handset was EX Cell C as well.

After many calls between myself, the store and the call center they still couldn't assist. I then had to throw my toys out of the cot and threaten to cancel my 2x existing contracts, to get them to eventually book in the phone.

Please be aware that i'll be citing Cell C for breach of contract to Apple if this issue is not resolved. I'll also be cancelling my 2x contract's with Cell C should they not uphold their side of the bargain.

I'm livid.

This is NOT how you do customer service.
 
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Got this on Friday (8th JAN), but as of yet no followup, so i've asked them to provide feedback once again...

Customer care...

Code: 
THANK YOU FOR YOUR UPDATE 

I WILL ADDRESS THIS WITH THE BRANCH BUT WE APOLOGISE FOR THE INCONVENIENCE CAUSED.

PLEASE BE ADVISED I CANNOT COMMENT TO THIS UP UNTIL WE RECEIVE FEEDBACK.

MANY THANKS 
REGARDS 

Skhumbuzo Ndhlovu
Social Media Consultant
Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch
Johannesburg
 
Cell C have had my handset since Friday.

I asked for an update on Monday and they said they'd revert back as soon as they have feedback.

I as of yet haven't heard anything so i've requested an update again.

In the interim i've just gone and cancelled an existing Cell C contract and I've roped Apple in.

Seriously unimpressed.

EDIT: seems like i've had a missed call from Cell C - no voicemail though - now to follow up.
 
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I just got hold of the store now.

They want me to go in AGAIN as they messed up the original documentation to book it in.

Told them i'm not prepared to do this and i'm not very happy with this.

Busy writing Jose Dos Santos a nice letter at this point HIGHLIGHTING the fact that I just cancelled a contract as a result of this...
 
As i've still had no joy - it's now time to escalate to management:

I've cc'd in anyone that looked high up and able to assist. If anyone has any names of any high up executives then please yell. So far it looks like their email format is first letter of name + surname @ cellc.co.za:

Zeona Motshabi
Chief Corporate Officer

José Dos Santos
Acting Chief Executive

Mninawa Peter
Main Market Manager

Zonke Nkabinde
Regional Accounts Manager: Commercial Sales and Marketing

Shana Mohamed
Senior Regional Manager Customer Operations

--
Code: 
Hi Cell C,

I've cc'd you all in, in the vain attempts of attracting attention to my cause.

I've got an iPhone 5 (16GB - White) model handset that completed it's contract with you.

Completed, well then what's the problem I hear you say? The problem is that the device is faulty and falls under an Apple warranty / recall program. A program which Cell C, at this point in time, are not really keen on honouring.

I've booked the device in to Cell C Canal Walk branch on the 8th of January 2016 after:

a) Confirming with Apple that Cell C MUST honour this warranty.
b) After speaking with Skhumbuzo Ndhlovu from your social media team, and confirming that this was the way to proceed.
c) Much kicking and screaming, and a 1.5 hour wait in branch - as your branch initially refused to book the device in, as it was out of contract.

Now, as you can imagine this probably hasn't been the most fun customer experience for me so far...

But wait, we're not done - I've still had to:

a) Ask for feedback 2x from Skhumbuzo Ndhlovu as none has been forthcoming.
b) Receive a call from branch stating I now need to go back in, to correct paperwork they handled incorrectly in the first place, thus placing the burden directly on me as a customer and wasting both my time, airtime and fuel in rectifying this issue.
c) Inform Apple that you're refusing to honour their warranty program.
d) Cancel my remaining 2x Cell C contracts as I'm not getting any joy. Note I just cancelled one prior to typing this, the other is to follow shortly.
e) Post this to mybroadband.co.za in the vague hopes of attracting some attention and customer service - see: [url]http://mybroadband.co.za/vb/showthread.php/792113-CellC-iPhone-5-Sleep-Wake-Button-Replacement-Program[/url]
f) Write this email to you in the vague hopes that something gets done.

This is not how you do customer service. It hasn't been "epic" and it certainly hasn't been fun.

Does one really need to erect a banner to gain your attention?

Regards,
A very disgruntled customer.
 
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So my email to the CEO seems to have been noticed.

I had a reply back from his office saying someone would be in contact. As a result Busisiwe Vilakazi (Executive Client Liaison Desk Consultant) has been in contact and requested all the info. She's promised to be in touch with an update by the end of business tomorrow.

Let us see what happens.
 
Code: 
Dear Mr ...

Thank you for the information and the documents provided.

I am working on the complaint and I am in contact with the store, I will provide you with constant feedback.

Regards
Busisiwe Vilakazi

Busisiwe made contract first thing this morning. This is starting to look good. Holding thumbs.
 
The_Librarian said:
Why must one throw toys out of the cot before attention is given? :wtf:
Click to expand...

Sad, but true...

On the upside I just received an SMS stating that my device has FINALLY been booked in for assessment. This exactly 1 week after I handed it over, which is far too long - but hey at least I'm getting somewhere.
 
Credit where credit is due. Busisiwe is running circles around the other Cell C staff and trying to make it right.

Here's to hoping it gets resolved promptly.

Code: 
Dear Mr ...,

Thank you for being patient with us.

We have finally managed to book your iPhone for repairs after it was brought to my attention by Cell C Canalwalk that they have been struggling with having it booked. I have also made an arrangement with the Repair Centre to prioritize the repair when the handset has been received.

Due to the inconvenience this matter has caused, we will be crediting your contract line 07xxxxxxxxx with two months free subscription (R718) as a goodwill gesture.

I will still be in touch with you throughout the process to provide you with feedback.

Regards
Busisiwe Vilakazi
 
So it's *ONLY* taken them 11 days to get the device to the repair centre... 11 days to book in and courier one device...

Code: 
Dear valued Cell C Customer.

Your device has been received at the Cell C Repair Centre in Midrand and is queued for repairs.

Your ref number is: .......

Code: 
Dear Mr ....
 
I trust this email finds you well.

We have received the phone at the Repair Centre, I have sent the request for them to prioritize the repair and I have processed the credit of R718, it will affect your invoice for January. 

We trust that you will find the above in order. 

Regards
Busisiwe Vilakazi
 
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Finally - they've agreed to replace the unit.

Now lets hope there's no problems with the replacement.

Busisiwe is on top of her game - i'm actually going to contact them and ask them to recognize her for the great service provided, as i've not once had to follow up with her.

Code: 
Dear Mr ....,

Thank you for taking your time in reading my emails.

A replacement phone was issued by our Repair Centre and it was dispatched on the 20/01/2016 to Cell C Canalwalk. They will be contacting you between Friday and Saturday to advise you of the collection.
Please update me on the status when the handset has been received.

Regards
Busisiwe
 
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