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MagicDude4Eva
Banned
- Joined
- Apr 2, 2008
- Messages
- 6,479
Since contacting customer care or sending emails does not seem to yield any results, perhaps this will get some sort of feedback from CellC:
First off, I have been a MTN customer for 14 years and never looked back till recently when companies like CellC started to challenge the cellular market with aggressive pricing and new service offerings. Just the fact that CellC allowed customers to customise contracts online was innovative in South African terms.
Since CellC introduced new customisable packages I found that it would be a good choice to port from MTN and get about double the value for a much lower cost. The iPhone 5 launch last week made this whole exercise even more appealing, since I wanted to port and take out a new contract and phone.
Although most recent complaints about CellC are related to iPhone 5 specials, my retail experience across a number of stores last week shows that staff could not really be bothered to assist regardless of a customer's requirements.
First stop was the website and signup for the special deal - I was assured that someone would contact me to finalise it - it's now been 5 days later and no response from anyone.
Last week Saturday I then visited CellC in Fourways shortly after 9am, hoping that everyone would be all enthusiastic and excited to serve customers. I was greeted with a complacent and disinterested staff of 3, busy having a social hangout at one of the counters. None of them bothered to attend to any of the customers walking in and when asked for iPhone contracts I was left with a "We have none!" and the consultant turned back to his conversation.
I tried over the weekend CellC Northgate, Clearwater and Cresta and was met with the same level of absolute crappy service and disinterest. One would think that sales staff should be more motivated during this period of the year, since the last 8 weeks of the year contribute to the highest turnover for the retail industry.
I can understand (but not accept) the fact, that when submitting a website request a response would take 24-48 hours but not 5 days. If you can not fulfil online service within a reasonable time, then don't even bother. Reasonable time should be to have a first touch point with your customer within 24 hours.
I can not accept the fact, that visiting 4 stores in different malls display the same lackluster attitude. AKC, as the CEO of CellC, you should be embarrassed about this and take action. It's really pointless blowing hot air in press-releases if your service- and fulfilment channels could not give a crap about the company's strategy.
Despite your great deals, your competitors (who are just as bad in customer service) laugh you off - your network is in it's infancy, your customer service is poor, you over-promise and under-deliver.
I would have thought that all your years at Vodacom would have taught you how to handle customer care and direct channels properly. I guess however that your CellC "adventure" will fade away very soon.
Feedback from your existing and potential customers on MyBB, Twitter, FB and HelloPeter should be a big enough warning to take immediate action and change the attitude of your retail- and customer care staff.
In my mind, you will also be and remain South Africa's 3rd cellular network. You lack the ambition and hunger to be 2nd or 1st.
First off, I have been a MTN customer for 14 years and never looked back till recently when companies like CellC started to challenge the cellular market with aggressive pricing and new service offerings. Just the fact that CellC allowed customers to customise contracts online was innovative in South African terms.
Since CellC introduced new customisable packages I found that it would be a good choice to port from MTN and get about double the value for a much lower cost. The iPhone 5 launch last week made this whole exercise even more appealing, since I wanted to port and take out a new contract and phone.
Although most recent complaints about CellC are related to iPhone 5 specials, my retail experience across a number of stores last week shows that staff could not really be bothered to assist regardless of a customer's requirements.
First stop was the website and signup for the special deal - I was assured that someone would contact me to finalise it - it's now been 5 days later and no response from anyone.
Last week Saturday I then visited CellC in Fourways shortly after 9am, hoping that everyone would be all enthusiastic and excited to serve customers. I was greeted with a complacent and disinterested staff of 3, busy having a social hangout at one of the counters. None of them bothered to attend to any of the customers walking in and when asked for iPhone contracts I was left with a "We have none!" and the consultant turned back to his conversation.
I tried over the weekend CellC Northgate, Clearwater and Cresta and was met with the same level of absolute crappy service and disinterest. One would think that sales staff should be more motivated during this period of the year, since the last 8 weeks of the year contribute to the highest turnover for the retail industry.
I can understand (but not accept) the fact, that when submitting a website request a response would take 24-48 hours but not 5 days. If you can not fulfil online service within a reasonable time, then don't even bother. Reasonable time should be to have a first touch point with your customer within 24 hours.
I can not accept the fact, that visiting 4 stores in different malls display the same lackluster attitude. AKC, as the CEO of CellC, you should be embarrassed about this and take action. It's really pointless blowing hot air in press-releases if your service- and fulfilment channels could not give a crap about the company's strategy.
Despite your great deals, your competitors (who are just as bad in customer service) laugh you off - your network is in it's infancy, your customer service is poor, you over-promise and under-deliver.
I would have thought that all your years at Vodacom would have taught you how to handle customer care and direct channels properly. I guess however that your CellC "adventure" will fade away very soon.
Feedback from your existing and potential customers on MyBB, Twitter, FB and HelloPeter should be a big enough warning to take immediate action and change the attitude of your retail- and customer care staff.
In my mind, you will also be and remain South Africa's 3rd cellular network. You lack the ambition and hunger to be 2nd or 1st.
