Heads Up Cell C - Cheaper Prices not solution to Poor Customer Services

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ismaelhassa

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ATTN: Mr Alan Knott-Craig

Dear Alan, from the news reports, it seems Cell C are going aggressively after market share by reducing prices. While this may be a short term solution, I offer you some advice as a very frustrated customer and look forward to the day my contract comes to an end so I can move to another operator. Nobody can claim to know more about building an operator than you however decent customer satisfaction will ensure loyalty, stickiness and an evangelist for Cell C. This is clearly lacking at Cell C. I have been to your Branch in Kennilworth Centre, Cape Town almost 15 times and pushed from branch to Call Centre. I pay for a service and I want it to work, simple. My BB service has not worked properly in over 6 months and currently my phone is being attended to by your service centre for the last two weeks with no news on when it will be fixed. Everybody has a different solution to the problem and continually removing and inserting my SIM card has caused the SIM socket to break.

I have worked for multinationals for over 20 years and customer satisfaction is key to repeat business but Cell C clearly don't grasp this.

I have probably highlighted about 3 areas for signifcant improvement, customer service/care, knowledge and process.

I'm hoping that the remaining 8 months of my contract can become a pleasure from the nightmare its been.

Regards
Ishmael
 
That's the reason I shall not move to Cell C.
Cheaper, but not always better.
 
It took me 3 phone calls and and hour to get my Cell C prepaid sim deactivated.
 
to anyone considering CellC - don't do it. from a 3GB data sim i've had throw away 2GB (no connection to the network in the evening) and buy 8ta which works a treat.
 
I am very happy, coming from Vodascum 3 months ago.

Cell C has not let me down once and I am paying 60% less for more at Cell C than I use to at Vodascum.

I doubt any operator in SA will be perfect, but imo paying 60% more for the same shltty service is stupid.
 
Instead of spending R175 million in advertising to get the supercharge message across to future potential customers rather spend that money wisely and beef up your base stations.

It's pathetic I stay in Johannesburg and inside my house CELL C is non-existent I know that base station/high site rentals can be exorbitant but many people I have spoken 2 don't want to go back to CELL C cause of their service. If CELL C allowed us to roam on Vodacom then surely people wouldn't have problem.

Refund us if the call drops.
 
Cell C prices are so cheap because they sell something they don't have. In the Dalton Wartburg area of the KZN midlands the cover map is 3G red but 3G is not and has never been available. GSM EDGE works between 23h00 and 06h00. After that one can log on but it is a waste of time. Have complained several times and if I get a reply at all the agent agrees that this is the case (3G on the map but not actual) and he/ she does not know why or when the situation will be rectified.
 
RichardG said:
Instead of spending R175 million in advertising to get the supercharge message across to future potential customers rather spend that money wisely and beef up your base stations.

It's pathetic I stay in Johannesburg and inside my house CELL C is non-existent I know that base station/high site rentals can be exorbitant but many people I have spoken 2 don't want to go back to CELL C cause of their service. If CELL C allowed us to roam on Vodacom then surely people wouldn't have problem.

Refund us if the call drops.
Click to expand...

+1

That advertising money should go into improving their network. Cheapest is not always the best.

Didn't Cell C say they had a roaming agreement with Vodacom for their 2G and 3G network?
 
okuhle94 said:
Didn't Cell C say they had a roaming agreement with Vodacom for their 2G and 3G network?
Click to expand...
They stiil roam on 2G. AKC was speaking about 3G one time, but it never materialised and then he made drastic price cuts. I think Vodacom regrets their decission. :)
 
Had the same major issues with CellC it took them 3 weeks to deliver my Sim card and they delivered the incorrect Sim card twice. I complained on hellopeter and I sent a mail to [email protected] Till today I still haven't received a response from them and I have mailed them more than once. They don't care about their customers or their customer service, they are just chasing numbers. Shows that cheaper isn't always better. I will definitely leave them after the poor service I received. They must also realize that they already have a bad reputation for poor network signal and now they are adding to that with bad customer service.
 
Fox1 said:
It took me 3 phone calls and and hour to get my Cell C prepaid sim deactivated.
Click to expand...

Well, that`ll teach you for doing something completely pointless. Really.... deactivate a prepaid sim? Lol. You could have saved yourself 3 phone calls and an hour if you had snapped your sim and thrown it in the bin...
 
All 4 voice contracts I moved to Cell C are month to month. 3 are fine. 1 is p|ss poor. I'll be moving that one and I won't hesitate to move the others. Shape up Cell C :mad:
 
ghoti said:
Well, that`ll teach you for doing something completely pointless. Really.... deactivate a prepaid sim? Lol. You could have saved yourself 3 phone calls and an hour if you had snapped your sim and thrown it in the bin...
Click to expand...
Aren't you supposed to take old SIMs to a police station?
 
People, I still cannot get my issue solved. I dont want to embarass the CEO by posting on Linkedin but he needs to manage the poor perception of Cell C.
 
Thank you for the heads up!

Wanting to leave MTN after being screwed too many times too count so I guess Vodacom is the only real alternative :\
 
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