Sign up with GoogleChicken Boo
Senior Member
- Joined
- Mar 8, 2009
- Messages
- 991
A friend has been having problems with her prepaid cell c data bundle since the end of December, after having no problems since purchasing the bundle some months earlier. Since I recommended cell c and helped her install (LAST time I do that) I feel kinda responsible. I actually can't believe the amount of **** she's been through trying to get an answer out of them.
Our conclusions are this: if you have a problem with your account that falls out of a very narrow band of easy solutions, the cell c 'support' centre becomes a finely-honed machine designed to bounce you from pillar to post without ever giving you a straight answer, and naturally not resolving your problem. This customer non-service extends to closing the customer's case WITHOUT ASKING THE CUSTOMER if it's okay to do so. What a convenient way of keeping the problem count low.
So it's basically like this:
customer: I have a problem with my account
cell c: you'll need to open a case
customer: okay open a case then
(days go by)
cell c: case closed
customer: wtf? you didn't fix the problem?!
cell c: you'll need to open a case
...
She's wasted considerable time speaking to countless consultants, and quite a few supervisors/team leaders. For the first few calls she was palmed off with feeble stories/excuses that implied she just didn't understand their system. Nowadays the end of the call is always the same, they'll 'escalate' the problem to the relevant department/person, and someone will call her back. No one does, she always has to call them and attempt to find out what progress has been made (none), and these calls always involve a pointless recount of the story so far to the consultant (on top of the stupidly pointless 'security' questions - do cell c have a lot of non-account holders calling in to register problems??), who always thinks they'll be able to sort out what 20 others before them could not.
I've used cell c for some time without issue myself, so all I can say is if you're looking to go with cell c, hope hard that you have no problems, and if there are problems that they are simple to solve.
At this point I'm unlikely to continue with cell c once my contract ends (she definitely will not continue with them), unless they refund or otherwise compensate her satisfactorily, which I cannot see happening.
(The problem she's been having is not receiving the 2Gb data due to be allocated each month, she's receiving odd amounts, in Jan it was 1.5Gb, in feb 1.8Gb. The date of data resets is also way off, it seems as if they've forwarded the date and skipped ahead almost a month. I say this amounts to theft by cell c? They've already got her money but are not honouring their end of the deal)
Our conclusions are this: if you have a problem with your account that falls out of a very narrow band of easy solutions, the cell c 'support' centre becomes a finely-honed machine designed to bounce you from pillar to post without ever giving you a straight answer, and naturally not resolving your problem. This customer non-service extends to closing the customer's case WITHOUT ASKING THE CUSTOMER if it's okay to do so. What a convenient way of keeping the problem count low.
So it's basically like this:
customer: I have a problem with my account
cell c: you'll need to open a case
customer: okay open a case then
(days go by)
cell c: case closed
customer: wtf? you didn't fix the problem?!
cell c: you'll need to open a case
...
She's wasted considerable time speaking to countless consultants, and quite a few supervisors/team leaders. For the first few calls she was palmed off with feeble stories/excuses that implied she just didn't understand their system. Nowadays the end of the call is always the same, they'll 'escalate' the problem to the relevant department/person, and someone will call her back. No one does, she always has to call them and attempt to find out what progress has been made (none), and these calls always involve a pointless recount of the story so far to the consultant (on top of the stupidly pointless 'security' questions - do cell c have a lot of non-account holders calling in to register problems??), who always thinks they'll be able to sort out what 20 others before them could not.
I've used cell c for some time without issue myself, so all I can say is if you're looking to go with cell c, hope hard that you have no problems, and if there are problems that they are simple to solve.
At this point I'm unlikely to continue with cell c once my contract ends (she definitely will not continue with them), unless they refund or otherwise compensate her satisfactorily, which I cannot see happening.
(The problem she's been having is not receiving the 2Gb data due to be allocated each month, she's receiving odd amounts, in Jan it was 1.5Gb, in feb 1.8Gb. The date of data resets is also way off, it seems as if they've forwarded the date and skipped ahead almost a month. I say this amounts to theft by cell c? They've already got her money but are not honouring their end of the deal)
