O/T: ASA Complaint

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kingdong said:
I'm currently formalising a complaint with the Advertising Standard Authority to request they pull ALL Cell C's mobile internet ads and references to woooosh and other speed inferences until they can prove they have resolved their issues to the level they promised.

To support the complaint I'm attaching all the speed test results reported by users here and and referencing the complaints amassing here of:

- Slow speeds (upload and download)
- Constant disconnections
- Being forced onto Edge (piggybacking off another network)
- No responses to complaints via email, in their shops and the telltrevor.co.za website.
- etc

The lack of transparency and accountability by Cell C in this matter towards their customers is tantamount to fraud.

Now the power IS in OUR hands!

See: http://www.asasa.org.za
They continue to intentionally sell their faulty offering as something that works.
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:rolleyes:
 
I can attest that Cell-C has never replied to my Tell Trevor query which I forwarded to them a few weeks after the campaign started last year.
 
What area are you from ? If you guys complain so much move over to MTN and Vodacom pay the high prices - like seriously now we paying a fraction with CELL C please don't spoil it for us...

If you not content with the service move over to another service provider and I give you permission to attach my woooosh speeds.

http://www.speedtest.net/result/1146542440.png

Move over to them .

Pay higher prices if you want good service - Vodacom have been working on their network over 10 years and CELL C have just started and all I hear are people complaining then move over to another network and pay higher prices.

No but people are not grateful - If CELL C goes down for 1 day then all are attacking left right and centre.
Get something in place called "Redundancy"
 
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I have experienced problems for the past 3 days but have been happy with Cell C for the past 3 months. Some people seem to be going way over the top, it has hardly been a year since they launched the product and imo they have done a decent job. *Touch wood* they will sort the current issue out soon. I have had terrible connections with Vodacom and Mtn years after they launched they product.
 
ratty said:
I have experienced problems for the past 3 days but have been happy with Cell C for the past 3 months. Some people seem to be going way over the top, it has hardly been a year since they launched the product and imo they have done a decent job. *Touch wood* they will sort the current issue out soon. I have had terrible connections with Vodacom and Mtn years after they launched they product.
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I agree with you fully, people are way over the top cause they are living stone age connectivity(temporary) without internet people go insane and many people are cancelling their adsl line and replacing it with CELL C instead of having redundancy in place in case something like this happens and many people don't read the forums. Already CELL C are honest that they are experiencing problems in CAPE TOWN
 
@RichardG

Irrespective of whether mobile internet provider A or B is offering a better service at this time is irrelevant. I'm entitled to receive the service I was offered, irrespective of the price difference. If C advertises a certain product in a certain way it is reasonable for the public to expect what is offered. Pricing is not the issue.

Continuing to advertise services which are blatantly sub-standard and not in keeping with the stated claims in advertising is untruthful and dishonest. I'm asking that the adverts and associated marketing materials implying reliable internet and good service be revisited and withdrawn until the company proves it has the capacity to fulfil it's marketing promises.

Specific advertising slogans and sponsored testimonials on the Cell C website and in the printed media which are problematic in my opinion are:

' The fastest Internet Speeds in South Africa ' & ' The fastest Internet Speeds in the country is here '
' Other operators offer a lot, but others offer little. Cell C is different '
' It was considerably faster than I expected '
' It does what is says on the box. It's superfast! '
' Get steaming video '
' For speed Cell C gets 10/10 '
' Supersonic surfing ' (Implying great speed)
' Faster, more affordable .. '
' Best Mobile Broadband Service ... '
' 4 Great Speed & 4 Great Service '
' The fastest, cheapest internet '

Surely, I'm within my rights to make such a complaint, supported by facts!
I have receiving neither of the above offerings for what I have paid for in the last month, despite accessing their from a HSPA+ 900 / 2100 zone on their coverage map.
 
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@RichardG: Are you serious? People pay for a service. That service should be supplied. They shouldn't need to have "redundancy". Yes, every business has problems now and again, but have you tried to get through to Cell C support? If you 30 minutes to sit listening to "hold music" maybe. There's no notice on their site saying they have issues. A post on a random forum doesn't count. Their Facebook wall says the problems are sorted (does everyone read their Facebook posts?). Erm, and how would you read aforementioned posts if your internet connection is nutsed? Good ol' SA service.
 
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kingdong said:
@RichardG

Irrespective of whether mobile internet provider A or B is offering a better service at this time is irrelevant. I'm entitled to receive the service I was offered, irrespective of the price difference. If C advertises a certain product in a certain way it is reasonable for the public to expect what is offered. Pricing is not the issue.

Continuing to advertise services which are blatantly sub-standard and not in keeping with the stated claims in advertising is untruthful and dishonest. I'm asking that the adverts and associated marketing materials implying reliable internet and good service be revisited and withdrawn until the company proves it has the capacity to fulfil it's promises.
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Having a bit of a throw down? Seriously. Get a life. They are not purposefully denying you service, they are clearly having technical issues.

You are the worst kind of consumer. You think everybody owes you something. You get something for free or at a good price its because you deserve it, and you experience problems you stand up and beat your chest and shout "I WAS PROMISED!!"
Just be glad you never experienced Neotel. You would have had a spontaneous colon expulsion mixed with an aneurysm on the spot.
 
Guys please watch the tone. I can see this thread going downhill shortly, in which case I will lock it.
 
RichardG said:
I agree with you fully, people are way over the top cause they are living stone age connectivity(temporary) without internet people go insane and many people are cancelling their adsl line and replacing it with CELL C instead of having redundancy in place in case something like this happens and many people don't read the forums. Already CELL C are honest that they are experiencing problems in CAPE TOWN
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I've just reviewed the Cape Town thread and it looks like the problem remains. Further, Cell-c are not responding to SMS's or answering the support line.
 
Seriously ??

Sorry I won't sign such a request for two reasons. First off I am in IT and I can fully sympathise with these guys. Every now and again you do get problems that just doesn't make sense and there is no easy fix for it.

Secondly there is such a vast number of factors involved with mobile Internet access that it will be impossible for you to prove that they are intentionally not providing the service they you expected.

That is just my two cents. But like someone else said, if you don't like their service move to someone else or take it up with Cell C management. Running to ASA is not the answer.
 
proze said:
How so? He wants what he paid for. Surely not too much to ask?
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Everyone wants a good service what he/she has paid but don't expect to receive full speeds on your 21meg Black Dongle it's impossible unless you living close to the the base station or have direct line of sight. I am happy with my 2meg speed I am receiving from CELL C, have tried other mobile providers and they always go down. CELL C has shown me you can have an uptime of 7days without have any disconnection..

If he has a problem he should discuss about the issues than taken it further to the ASA, we need to resolve this matter away from ASA, CELL C are listening to consumers just remember Rome wasn't built in one day nor was CELL C network, if you have faith in CELL C like I do you will give them time to fix their tethering(issues).

VODACOM and MTN have had over 10 years + to fine tune their network.

CELL C Live to public(5months).



Lounger said:
I've just reviewed the Cape Town thread and it looks like the problem remains. Further, Cell-c are not responding to SMS's or answering the support line.
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If CELL C are not answering phone calls over at the Call Centre then keep up-to-date with their face book page, it clearly states that they are experiencing problem in "Western Cape Town" region. *Not sure if this has been resolved* Also another recommendation would be to use services like twitter to contact them and they will phone you back if they can fix the problem. also other forms onlinesupport [at] cellc.co.za - I have used twitter and online support and they do respond on both - Just don't write them a love letter . KISS(Keep it short and Simple).

The network problem they are currently experiencing down in Cape Town is out of their hands - CABLE breaks can take long time to fix..
 
@Logo

All well and fine. I can understand that sometimes there are technical issues, but the circumstances here are more serious.
Cell C have not been forthcoming with reasonable explanations for the lack of service and timorous communication with it's affected customer base across the board.
I am not an isolated complainant within a limited area. The problems experienced, as witnessed by the barrage of complaints here and elsewhere are are widespread and growing.

Cell C has various options to communicate their technical issues with us, namely it's official website, official call centres, official walk-in stores and by SMS. They have not done either.
Why should we rely on third party media (facebook and twitter) to receive official notifications or to make official complaints?

Customers have rights, and in turn providers have responsibilities. In this case, the latter's end of the deal isn't being fulfilled.

This practice is not only a breach of their contract me, but a breach of their mandate to their customers.
 
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@RichardG: That is completely backwards. The customer must be grateful, the customer must search Twitter, Facebook, etc for answer, the customer must sit on hold for ages to get information. NO! If you sell people a service, YOU must provide the service to them without them begging for it. If you cannot supply the service, it is YOUR responsibility to keep the customer informed of why and how long it will take to remedy or give them their money back. I'm glad you're happy with the service you receive, but you absolutely cannot expect others to be happy when they are not receiving a service for which they paid. Cell C are not doing us any favours here from the goodness of their hearts; we paid for a product.
 
RichardG said:
If CELL C goes down for 1 day then all are attacking left right and centre.
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Not 1 day, bud. It's been like this since early January. Check the threads, and speak only of which you know.

The idea that those of use with the problems should keep quiet and somehow be grateful is laughable. Redundancy? Pull the other one. If you paid R3000 upfront for a particular service, of course you have the right to complain when it's not delivered. Cell C deserves no sympathy in this case.
 
katman said:
Not 1 day, bud. It's been like this since early January. Check the threads, and speak only of which you know.

The idea that those of use with the problems should keep quiet and somehow be grateful is laughable. Redundancy? Pull the other one. If you paid R3000 upfront for a particular service, of course you have the right to complain when it's not delivered. Cell C deserves no sympathy in this case.
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lol, 10 of your 11 posts have been in the last two days and about cell C. You should check the threads and see the responses from Cell C on these issues. Maybe youve got them on your ignore list or something.
Or maybe you're annoyed because they haven't contacted your personally to apologize for the inconvenience of being offline for a few days.
 
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