How can CELL C improve?

[mak2000]

Which new products would you like to see?
- Introduce iPads on Contract
- Ensure there is better coverage (especially along the main roads including secondary highways)
Are there areas where CELL C can improve its support?
- Please ensure that all the support staff has access to the same information. Also, ensure that the information is up to date on the website. Sometimes this takes weeks to be up to date.
Can they make it easier for you to buy their products?
- Provide an online option to renew contracts and add on to existing contracts.
Where do you think the company is losing ground against its competitors?
- Coverage and handset availability.

 

[ALIMAYET]

Coverage in the JHB CBD is BAD,

 

[ujean]

Gautrain coverage: here's a GREAT suggestion, hope youre listening cellc: commuters on the gautrain are always disappointed with cellphone (or tablet) signal whilst on the train, doesnt matter which network youre on, no-one can take any phone calls or use data whilst on the train, and ironically most people would love to use their time on the train to do business or catch up on emails, news, phone calls, etc. Service providers should take note that this is a great opportunity to win new business for whoever is going to be the first to provide a solution to this problem (i would, as I am sure many others, would actually consider changing service providers if it meant being able to be productive whilst being on the train).

Phone coverage: is generally fine IF you are in a metropolitan area but coverage sucks out of town.

3G coverage: is also okay but 3G coverage usually drops when youre not in a central area or simply in a car park. I am out and about a lot and I find it very frustrating that I am usually on a lower strength signal (edge/gprs). On the plus side, I have to say that cellc 3G is really fast (when it is available).

 

[kronoSX]

It was announced on this website that cellc and vodacom, team up to provide 3g for cell c in certain areas.When available...Cell c i ported to your network not to long ago after spending years with the so called superior network,This is what we were told(remember that article on myBB)....lots of angry people commented.

Why has this roll out not taken place cell c cause where ever i go there is only edge...please do not say its my phone cause its not,Your happy go lucky staff keeps me in check with that one.OF course you need to generate revenue in cbd areas and we see this on all maps for all mobile operators.

Remember there are more areas outside your Excalibur Achilles heel.PLease do think of the simple people in general and make some professional geographic nodes,based on need and not want.

Cell c, thanks

 

[Russell S]

If I have a cash balance on a prepaid sim card but no data available, the internet access eats into your cash balance at an OOB rate. This is a relatively new change. Previously you would not be able to connect to the internet (other than www.cellc.co.za) until you purchased a data bundle. I would this prefer the original way of doing things as I often keep a cash balance on my card to use when the data bundle runs out.

Which bring me to my second suggestion. Prepaid data bundles should not expire after 30 days. This is one area where 8ta is much better than CellC

 

[essene]

The coverage still leaves a lot to be desired.
The broadband pricing is still very high.
Their after sales service is quite poor.
The speedstick is fast if you are in the right coverage area.

 

[|tera|]

CellC could improve my life very easily by opening their 3G roaming agreement with Vodacom, which could allow me to actually have a cost effective broadband connection where I live.

It's frustrating to know that CellC has a roaming partnership, but they aren't using it based on the fact that they have to figure out where there is inadequate signal. Uhmm, everywhere except cities

 

[Sherbang]

I really think your highest priority now should be improving customer service. The time between sending an email query and receiving a response is still too frustratingly long - a few weeks to over a month - sometimes I've even forgotten I sent the query and I got it sorted out and then weeks later I receive a response. And I won't call the call-centre because the wait is also too frustratingly long before someone picks up - I waited over 40 minutes once before giving up.

 

[avdalen]

I would like to see a more competitive 10GB data offering from CellC - similar to 8ta's R199 p.m.
The new straightup contract packages' data rates are too high - those should be 50c per mb and not 99c per mb.

 

[Janneman27]

CellC has already made great strides in offering simplified products to customers (the reason why I cancelled my Vodacom contract last month and migrated to CellC in the first place), but I believe that things can be improved (simplified) even further. Consider this model:

Services/products are divided into categories based on their definition (i.e. voice, text, data, value-added) and different levels (or gradings or whatever you want to call it) of each category can be chosen to eventually suit the requirement of the individual customer and his/her needs. Take the following categorisation/grading model for instance (please excuse the periods, neither [tab] nor spacing works):

Voice: (minutes).....Text: (messages).....Data: (MB)
0.................................0..........................0
30..............................10........................100
50..............................20........................250
100............................50........................500
150...........................100.......................1'000
200...........................200.......................2'000
300.......................................................5'000
500......................................................10'000
800

Value-added:
CLIP <-- Everyone knows what this means
Itemised billing <-- Everyone knows what this means
Per-second billing <-- So regular rates are per minute, otherwise you can subscribe to this for per-second billing
BIS
HSPA+ access <-- Access to the HSPA+ network (otherwise GPRS/EDGE/3G)
LTE access <-- Access to the LTE network (otherwise GPRS/EDGE/3G)
WiFi access <-- Access to CellC WiFi hotspots in certain areas (ex. airports, gyms, shopping malls, hotels, etc.)

Each customer can then choose whatever combination suits them and have a completely customised (but modular, so not administratively nightmarish) contract that suits their precise needs.

Consider the following example prices as a way of explaining how phone subsidies could work (take note, the pricing structure is for purpose of example only and don't necessarily reflect my opinion of what the services should cost)

Voice: (minutes).....Text: (messages).....Data: (MB)
0 (R0).............................0 (R0).............0 (R0)
30 (R30)........................10 (R3)............100 (R15)
50 (R50)........................20 (R6)............250 (R20)
100 (R100).....................50 (R15)..........500 (R50)
150 (R150)....................100 (R30).........1'000 (R80)
200 (R200)....................200 (R50).........2'000 (R150)
300 (R300)..........................................5'000 (R250)
500 (R500).........................................10'000 (R400)
800 (R800)

Value-added:
CLIP (R10)
Itemised billing (R20)
Per-second billing (R10)
BIS (R60)
HSPA+ access (R15)
LTE access (R25)
WiFi access (R50)

So if I, for instance have a smartphone (HSPA+ compatible) and don't really SMS, make a couple of calls in the month, but mainly use data and would like a fast connection, I would choose the following structure:

Voice: 50 (R50)
Text: 0 (R0)
Data: 5'000 (R250)
Value-added: CLIP (R10), per-second billing (R10), HSPA+ access (R15)

My total would then be: R335/month

Someone else who texts and uses some data (IM's and social media), but doesn't really call or travel and doesn't need high-speed data, could possibly choose the following:

Voice: 30 (R30)
Text: 100 (R30)
Data: 500 (R50)
Value-added: CLIP (R10)

Their total would then be: R120/month

Someone who travels a lot and does business-stuff on an LTE-capable smartphone could choose the following:

Voice: 800 (R800)
Text: 0 (R0)
Data: 5'000 (R250)
Value-added: CLIP (R10), per-second billing (R10), LTE access (R25), WiFi access (R50)

Their total would then be: R1145/month

Now, phone subsidies could work based on monthly total brackets, so, for example:

R0-R100: No free phone
R101-R250: (up to) free basic phone (ex. Samsung Galaxy Pocket) or discount on (up to) mid-level phone (ex. Nokia Lumia 710)
R251-R500: (up to) free mid-level phone (ex. Blackberry 9380) or discount on (up to) advanced phone (ex. Galaxy SIII)
R500+: (up to) free advanced phone (ex. iPhone 5)

These packages could also work with tablets and can be scaled to provide any combo or any choice for any person without making it too complicated. You simply work out what your needs are for each category (voice, text, data, value-added) and then choose the option that comes closest to your needs. Then, when you've worked out your monthly total, you can choose which phone in that bracket you like most. Bare in mind that you can choose a more expensive phone, but then you'd need to pay extra for it (either cash or as an added amount to your monthly rate).

ALSO BARE IN MIND THAT THE PRICES I CHOSE ABOVE ARE COMPLETELY ARBITRARY AND IN NO WAY REFLECT WHAT I THINK YOU SHOULD BE PAYING FOR THOSE SERVICES. THEY WERE JUST CHOSEN FOR THE SAKE OF SETTING UP EXAMPLES.

What do you think?

 

[Maverick Jester]

• Which new products would you like to see?
• Are there areas where CELL C can improve its support?
• Can they make it easier for you to buy their products?
• Where do you think the company is losing ground against its competitors?

• Bolt on data bundles at the promotional rates, onto any contract.
• Equality amongst your "Build-a-Contract" packages. Why does the iPhone get more data by default than a Galaxy S3?
• Yes- please give us direct access to your billing department. Playing broken telephone with your customer service centre is ridiculous.
• No, BUT please up-skill all your call centre agents. It often requires the intervention of a supervisor to actually resolve a problem.
• Your customer service centre is the worst out of any of the mobile operators, sorry to say. Take a leaf out of Vodacom's book in particular: willing to assist, relatively knowledgeable about the query, and willing to call you back to resolve the query. I have had so many broken promises from your call centre, that I do not bother to call anymore.

 

[zamicro]

Switch on the 3G roaming where you have no 3G coverage.

 

[creeper]

Switch on the 3G roaming where you have no 3G coverage.[/QUOTE

It is already on. Well I got Vodacom 3G when losing Cell C 3G signal.

To me, the price is still high, but better than any other competitor. I would like to see a more "household" type contract that can compete with ADSL. Something like a 50GB / month at a good rate. Maybe an unlimited package for R1500. I would pay the extra just to avoid Telkom.

 

[rudied]

"Are there areas where CELL C can improve its support?"

YOUR sales people phoned me to offer me a contract. I then asked if they had any offers that include a Android phone, they said no. So I just opted for the Casual Chat 100 and the cheapest phone (Don't use it) and the ControlChat150 for my wife. After a lot of hassles we were on CellC. They promised me 3Gig to use over the 2 year period, My phone does not even have data enabled and no mention of the 3Gig (Almost a year later). A few of your sales people have phoned me since to cell me more of YOUR useless products, I tell them the story and they say they will phone me back (As if). PLEASE sell your selfs to Afrihost so that I can get the service I PAY for !

 

[sajunky]

1. Cut the cunnection on bundle expiry date and redirect to Web site, similar to 8ta.
2. Longer SIM no activity period and longer after recharge window period.

 

[holocast]

Get customer service to not argue with you about your problem. instead they should listen to you and help you solve it. also if you ask to speak to someone else cause the person you are talking to cant understand english too well or is an utter prats they should transfer you. customer service should transfer you to the right department straight away so that a person doenst have to explain their problem 10 times just to get transferred and have to start again. i have never had a good experience with customer service. they can also phone you when they say they will phone you and the same with emailing you. all in all it needs to total overhaul

on a positve, what about rewards for being a loyal user and for sticking with the network for many years. that will make people want to stay

 

[ginggs]

Which new products would you like to see?
12 x 5GB at a reasonable price, i.e. not R9240!
Data SIMs: share data bundles between multiple devices, e.g. a SIM in your mobile, a SIM in your modem and a SIM in your tablet all sharing the same data bundle.

Are there areas where CELL C can improve its support?
Improve support on MyBroadband, people shouldn't have to go to Twitter:
http://mybroadband.co.za/vb/showthread.php/466001?p=9136856#post9136856

Can they make it easier for you to buy their products?
Allows us to purchase all bundles via USSD, in particular, the 3GB 365 day bundle.

Where do you think the company is losing ground against its competitors?
Coverage. You've signed the agreement, now please enable 3G roaming on Vodacom.

 

[Nephew_]

Which new products would you like to see?

Airtime transfer.(made easy)

Are there areas where CELL C can improve its support?

More interactive support like a live chat maybe.

Can they make it easier for you to buy their products?

Any voucher should be available on the internet. Either on the self-service login or internet banking or the like.
Even online migrations would be nice.

Where do you think the company is losing ground against its competitors?

I see in the media that Cell C will be covering most of the population by year-end. I will hold thumbs, because I still go to some destinations where Cell C only has roaming coverage.

 

[Minosc]

I have been with CellC (RBM)for about 15 months. Generally I am happy with their service except for data coverage, although I must admit there was an improvement over the last few months. The following might however make them more competitive.
Which new products would you like to see?
- New RBM devices. The current ones are old and obsolete
- Would like to see a bigger variety of tablets or bundled with phones in deals
- Provide a proper TV streaming service
- Provide a SMS service through GMail
- Provide an uncapped data service
Are there areas where CELL C can improve its support?
- Send customers a SMS to indicate which new areas are covered or upgraded by their data network (3G/HSPA)
- Unused data should be carried over to following months
- Should be able to convert unused SMS or voice to data.
Can they make it easier for you to buy their products?
- Online purchase of services should be made available.
Where do you think the company is losing ground against its competitors?
- Coverage
- Bad service at point of sale and call centres.

 

[Bhekim2]

CELL C WEBSITE

Hi there

This is your chance to tell CELL C how they can improve. Please tell CELL C where they fall short and what they can do to make you a happier customer.

Please try to steer clear of obvious suggestions like “cut prices”, and try to give valuable input about the company’s products and services.

• Which new products would you like to see?
• Are there areas where CELL C can improve its support?
• Can they make it easier for you to buy their products?
• Where do you think the company is losing ground against its competitors?

By giving your input you will stand a chance of winning a Sony 10’’ 32GB Android Tablet PC or branded gear bundles.

Please post all your feedback to CELL C in this thread.

• 
  I would like to see Cell C offering contract packages that include laptops and tablets.
  The Cell C website is not user-friendly, I would like to see them allowing visitors to their website being able to search for products and compare prices without being asked to give them your details for their consultants to contact you.
  Cell C must list their products like cellphones, etc. with all the specifications and prices.
  The black background of their website is rather dull and unattractive. They must change the background to some other colour.
  Cell C is not running many competitions and promotions like its competitors. They must improve their marketing strategy.