Dear Mr Cell C CEO - Jose Dos Santos (Please forward CellC Rep)

[torgo]

Dear Mr. CEO;

I trust the Cell C Rep will forward this to his CEO!!

I read with interest the article published by Mybroadband with reference to the market share of prepaid amongst the four network providers:

http://mybroadband.co.za/news/cellu...arket-share-loss-to-cell-c-telkom-mobile.html

All trumps to Cell C increasing its market share to 19%. I don't think anyone would have believed it if they were told that Cell C will have 20% of the prepaid market. So consumers do vote with their wallets after all and not based on some cheap marketing talk when MTN's marketing manager comes out saying they have the best value for their customers or they offer the cheapest call rate when referring to their gimmicky MTN ZONE products and other on network benefits only. So what did consumers like about Cell C value proposition:

- flat rate calls to all networks for prepaid and following this up for contract customers when 99c deals were offered
- lets not forget that Cell C pioneered the low cost for data for consumers when Lars Reichelt launched the various data offerings
- I loved the data deals and speeds - walk into a store, buy a giga package and your on your way.
- simplified contracts and choice to build your own contracts with simple and clear web site tools
- SUPERCHARGE - worked wonders for so many
- Responding to the big bullies when they dropped their rates to 79c, etc
- The 15c/mb OOB rate - and all one needed was to load one bundle for the month
- The first cell phone network provider to realise that a smart phone needs data and provided 1GB free data on new smartphone contracts.

Your track record (product offerings) should certainly confirm that these are the things consumers want. I have many and my immediate family too have contracts with Cell C. We have convinced many to port in the past and we supported you through some hiccups, network downtimes etc.

But all of this will be in vain if the following is not addressed:

- you don't focus efforts to your network
- the call quality has dropped significantly
- the success rate of making a call at the first attempt is so poor
- often get callers telling me that my calls go straight to voice mail. Dammit, I'm in the middle of the largest city in RSA with line of sight to the tower - it's not reception issues
- Signal strength is so erratic while standing on the same spot. One would think the earth is moving under you - maybe it did with the recent earth quake . No wonder the drain in recent months on my battery.
- So often you have to reboot your phone as when you try to dial out it says network not available - with full bars
- An then there is data throughput. Full signal strength and __________________________ yes, that long pause means nothing happens
- I have travelled to an area in the city for the past 2 years and when I get there, no data throughput at all. Then my colleague there tells me to use his MTN wifi which he uses for data as he can never get any throughput on his Cell C enable phone.
- And before CELL C rep replies to me to get information about the area/ tower, cell phone type etc.. being there and done that
- etc etc etc

I think many users on this forum could draw a list of issues they have been experiencing....

So, now that you have found some fame with your market share, please don't forget those loyal (not sure for how long) customers of yours who have supported you to get to where you are. I'm sure you know - it didn't take long to get up here and it won't take long either to go back to where you were :erm:.

It's about time you go public and address the concern of many of your customers. Tell us what the issues are and what you are doing to resolve them and provide us with some time frames.

Your Cell C Customer

 

[Batista]

Nicely put.

 

[Napalm2880]

- And before CELL C rep replies to me to get information about the area/ tower, cell phone type etc.. being there and done that

+1. Reporting network issues to the CellC rep is a truly pointless exercise.

 

[Creag]

/subscribes

 

[Cell_C]

Dear Mr. CEO;

I trust the Cell C Rep will forward this to his CEO!!

I read with interest the article published by Mybroadband with reference to the market share of prepaid amongst the four network providers:

http://mybroadband.co.za/news/cellu...arket-share-loss-to-cell-c-telkom-mobile.html

All trumps to Cell C increasing its market share to 19%. I don't think anyone would have believed it if they were told that Cell C will have 20% of the prepaid market. So consumers do vote with their wallets after all and not based on some cheap marketing talk when MTN's marketing manager comes out saying they have the best value for their customers or they offer the cheapest call rate when referring to their gimmicky MTN ZONE products and other on network benefits only. So what did consumers like about Cell C value proposition:

- flat rate calls to all networks for prepaid and following this up for contract customers when 99c deals were offered
- lets not forget that Cell C pioneered the low cost for data for consumers when Lars Reichelt launched the various data offerings
- I loved the data deals and speeds - walk into a store, buy a giga package and your on your way.
- simplified contracts and choice to build your own contracts with simple and clear web site tools
- SUPERCHARGE - worked wonders for so many
- Responding to the big bullies when they dropped their rates to 79c, etc
- The 15c/mb OOB rate - and all one needed was to load one bundle for the month
- The first cell phone network provider to realise that a smart phone needs data and provided 1GB free data on new smartphone contracts.

Your track record (product offerings) should certainly confirm that these are the things consumers want. I have many and my immediate family too have contracts with Cell C. We have convinced many to port in the past and we supported you through some hiccups, network downtimes etc.

But all of this will be in vain if the following is not addressed:

- you don't focus efforts to your network
- the call quality has dropped significantly
- the success rate of making a call at the first attempt is so poor
- often get callers telling me that my calls go straight to voice mail. Dammit, I'm in the middle of the largest city in RSA with line of sight to the tower - it's not reception issues
- Signal strength is so erratic while standing on the same spot. One would think the earth is moving under you - maybe it did with the recent earth quake . No wonder the drain in recent months on my battery.
- So often you have to reboot your phone as when you try to dial out it says network not available - with full bars
- An then there is data throughput. Full signal strength and __________________________ yes, that long pause means nothing happens
- I have travelled to an area in the city for the past 2 years and when I get there, no data throughput at all. Then my colleague there tells me to use his MTN wifi which he uses for data as he can never get any throughput on his Cell C enable phone.
- And before CELL C rep replies to me to get information about the area/ tower, cell phone type etc.. being there and done that
- etc etc etc

I think many users on this forum could draw a list of issues they have been experiencing....

So, now that you have found some fame with your market share, please don't forget those loyal (not sure for how long) customers of yours who have supported you to get to where you are. I'm sure you know - it didn't take long to get up here and it won't take long either to go back to where you were :erm:.

It's about time you go public and address the concern of many of your customers. Tell us what the issues are and what you are doing to resolve them and provide us with some time frames.

Your Cell C Customer

You have raised valid concerns torgo,and they will be escalated to the relevant people. I have all your details. *DM*

 

[RedhotNeo]

you could just email him.. or try to email him

his email address shud be [email protected]

most corp companies have their email setup like that

 

[killerbyte]

All very valid points.

 

[torgo]

You have raised valid concerns torgo,and they will be escalated to the relevant people. I have all your details. *DM*

Trust this will happen ! :erm:

 

[rorz0r]

- often get callers telling me that my calls go straight to voice mail. Dammit, I'm in the middle of the largest city in RSA with line of sight to the tower - it's not reception issues
- Signal strength is so erratic while standing on the same spot. One would think the earth is moving under you - maybe it did with the recent earth quake . No wonder the drain in recent months on my battery.
- So often you have to reboot your phone as when you try to dial out it says network not available - with full bars
- An then there is data throughput. Full signal strength and __________________________ yes, that long pause means nothing happens

These are the issues that annoy the crap out of me. Problem is someone tries to call you and your phone is "not registered on network" then you only get an sms about voicemail/missed call hours later.

The data thing is super annoying, you see "H+" and try do something but nothing is grafting.

Switching to flight mode and back to normal usually "resets" something which hopefully works. And yes the other day I was sitting in a coffee shop, unfortunately on "E" which wasn't doing anything anyway, then "reset" via flight mode trick, then no data/network at all. Gave up and ate my meal etc. Just before I left I saw phone is on "H+" again. Obviously I haven't moved much because I was still sitting in the same seat.

 

[torgo]

What annoys me is that it is pretty simple for SPs to develop an app whereby one can select an area where you experienced a problem and report on it. If it were my business, this would certainly help direct the limited resources (which i think is Cell C issue) to the areas with most complaints/issues as a priority.

I know there has been attempts by private individuals to develop such an app but surely as a SP you have all the info on your network (towers etc) and an app like this would certainly help to focus on hot spots!

 

[Lynx_ZA]

What annoys me is that it is pretty simple for SPs to develop an app whereby one can select an area where you experienced a problem and report on it. If it were my business, this would certainly help direct the limited resources (which i think is Cell C issue) to the areas with most complaints/issues as a priority.

I know there has been attempts by private individuals to develop such an app but surely as a SP you have all the info on your network (towers etc) and an app like this would certainly help to focus on hot spots!

Email Him: [email protected]

 

[galaxy s2]

You have raised valid concerns torgo,and they will be escalated to the relevant people. I have all your details. *DM*

LOL, Do u mean escalated to the relevant clueless people who cant fix this ongoing network issues.

Your Cell C network is in an irreversable mess, nothings changed for the past 18 months & sadly things are gonna remain the same for the next couple of years.

 

[k-4]

the fact is, you don't use cellc for data, you only use it for cheap calls. well thats all I use it for anyway.

 

[k-4]

the fact is, you don't use cellc for data, you only use it for cheap calls. well thats all I use it for anyway. if the network is just to bad to make a call, roam on Vodacom.

 

[Cell_C]

Here is a response on behalf of Jose *DM*

Dear torgo

Thank you for getting in touch and thank you for acknowledging the things that we have done right at Cell C.

While we know that there are many highlights to our business, we also know that there are things that we need to work on. As I have mentioned in several publications in recent months, our unprecedented customer growth has outstripped our network rollout plans. For this I have apologised but more importantly committed myself and all Cell C staff to close this gap and I am happy to report that we are well on our way.

In May this year I announced a RAN swap project in Gauteng which will see all our current and new base stations change technology to standardise all our equipment on our towers. The idea is to bring greater stability into the network and provide the best quality we can to our customers. We have already seen excellent results in the Pretoria area off the back of the first phase of this project. Our tests in the area have shown a massive improvement in call quality, call connections and retainability. The second phase of the project is now underway in the Eastern part of Gauteng. We expect to have the entire project, across the province, completed by the end of November.

In addition, we have also rolled out 150 sites in Gauteng to increase coverage and capacity. Every new site that has been rolled out is connected to fibre, future proofing our network for the rollout of LTE.

While the focus is primarily on Gauteng at present, the deployment of coverage and capacity in the rest of the country continues with a strong focus on the Western Cape and Kwa-Zulu Natal.

I would like you to know that our loyal customers have not been forgotten and we are thankful for your support and patience. We are working as fast as we can to ensure that you receive the best quality and service Cell C can offer.

Kind regards
Jose

 

[longboy]

Great response from Jose. I for one still use my cell-c sim for emergencies, maybe it's time it became my main number after November.

 

[Draganchor]

Emergencies or not. Can't take it anymore. Parting ways with the C in the morning. Dropped/missed calls all to frequent now. It makes me look like a fool and there is no room for that in business...

 

[torgo]

Here is a response on behalf of Jose *DM*

Dear torgo

Thank you for getting in touch and thank you for acknowledging the things that we have done right at Cell C.

While we know that there are many highlights to our business, we also know that there are things that we need to work on. As I have mentioned in several publications in recent months, our unprecedented customer growth has outstripped our network rollout plans. For this I have apologised but more importantly committed myself and all Cell C staff to close this gap and I am happy to report that we are well on our way.

In May this year I announced a RAN swap project in Gauteng which will see all our current and new base stations change technology to standardise all our equipment on our towers. The idea is to bring greater stability into the network and provide the best quality we can to our customers. We have already seen excellent results in the Pretoria area off the back of the first phase of this project. Our tests in the area have shown a massive improvement in call quality, call connections and retainability. The second phase of the project is now underway in the Eastern part of Gauteng. We expect to have the entire project, across the province, completed by the end of November.

In addition, we have also rolled out 150 sites in Gauteng to increase coverage and capacity. Every new site that has been rolled out is connected to fibre, future proofing our network for the rollout of LTE.

While the focus is primarily on Gauteng at present, the deployment of coverage and capacity in the rest of the country continues with a strong focus on the Western Cape and Kwa-Zulu Natal.

I would like you to know that our loyal customers have not been forgotten and we are thankful for your support and patience. We are working as fast as we can to ensure that you receive the best quality and service Cell C can offer.

Kind regards
Jose

Dear Cell_C/Jose

Wow, never expected a response. Thank you for surprising me

Yes, it is completely understandable that when demand for your product outstrips supply/your expectations/plans, it can be difficult to change course and develop on the fly whilst this is happening. What matters most in these situations is to show progress and continuously keep your customers informed. One cannot underestimate the power of communications (here's me talking to a telecoms company about communications :erm: ) in times of hardship/difficulties.

The above comments shows progress...so why don't you publish on your web site under "Network Updates" what has happened, happening, progress, new base stations etc.

I will accept the response given above as a sincere effort to remedy the current challenges and look forward to improvements by year end. Remember, loyalty only lasts "that long"... and 24 month contracts also have a life!

 

[surfs-up]

Here is a response on behalf of Jose *DM*

Dear torgo

Thank you for getting in touch and thank you for acknowledging the things that we have done right at Cell C.

While we know that there are many highlights to our business, we also know that there are things that we need to work on. As I have mentioned in several publications in recent months, our unprecedented customer growth has outstripped our network rollout plans. For this I have apologised but more importantly committed myself and all Cell C staff to close this gap and I am happy to report that we are well on our way.

In May this year I announced a RAN swap project in Gauteng which will see all our current and new base stations change technology to standardise all our equipment on our towers. The idea is to bring greater stability into the network and provide the best quality we can to our customers. We have already seen excellent results in the Pretoria area off the back of the first phase of this project. Our tests in the area have shown a massive improvement in call quality, call connections and retainability. The second phase of the project is now underway in the Eastern part of Gauteng. We expect to have the entire project, across the province, completed by the end of November.

In addition, we have also rolled out 150 sites in Gauteng to increase coverage and capacity. Every new site that has been rolled out is connected to fibre, future proofing our network for the rollout of LTE.

While the focus is primarily on Gauteng at present, the deployment of coverage and capacity in the rest of the country continues with a strong focus on the Western Cape and Kwa-Zulu Natal.

I would like you to know that our loyal customers have not been forgotten and we are thankful for your support and patience. We are working as fast as we can to ensure that you receive the best quality and service Cell C can offer.

Kind regards
Jose

WOW !!!!!!! that is impressive - to see a CEO of such a large national company take the time, to respond (in great length) to a lowly forumite and customer !!!

Well done Cell C, that is very impressive. The moon will turn blue when you see the CEO of Vodacom or MTN take the time out to respond in great length to a forumite.

 

[nand]

WOW !!!!!!! that is impressive - to see a CEO of such a large national company take the time, to respond (in great length) to a lowly forumite and customer !!!

Well done Cell C, that is very impressive. The moon will turn blue when you see the CEO of Vodacom or MTN take the time out to respond in great length to a forumite.

You believe that's from the CEO?