PATHETIC SERVICE FROM CELL C

J

jayla

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I am working for a university and as such the institution offers Cell C and Vodacom packages with a R30.00 (approx.) discount on any package. I, therefore took out a 24 month Active Chat 220 package with Cell C in August 2005. At the time, the institution was dealing with Cell C Port Elizabeth. In early 2007, both the institution's HR dept and Cell C PE confirmed that the contract expires in August 2007. Consequently, in Sep 2007, I requested conversion of the number to prepaid on expiry of contract.

By then, the institution had switched to Cell C Cape Town, who now informed me that the contract was taken out in Dec 2006 and therefore expires only in Dec 2008. HR (which is manned by an inefficient lady) then stated that there was nothing more they could do, since they had been having so many problems with Cell C.

Early in May this year, I phoned Cell C CT directly and spoke to the lady who dealt with the institution's account. She confirmed my statement about taking the contract out in Aug 2005 and said that if I fax through a letter for cancellation, she would make sure that I was reimbursed for the period of time since Aug 2007. I fell sick consequently and it was only this month that I could send through a request for cancellation and conversion of my number to prepaid. By now, I was informed that it was Cell C Joburg that was dealing with the account and they reverted to the old Dec 2006 story.

Finally I sent them a statement for Apr 2006 as proof. This is the only statement that I have due to the said inefficiency of our HR dept. They have not communicated anything to me since then and I have been spending numerous calls to try and get them to respond - I am given numerous excuses like 'out of office', 'in meeting', 'in training' etc

What should I do? I am really frustrated - sitting with a 3 yr old phone and paying R430 a month for a contract that expired a year ago! Is there an Ombudsman I can approach? Kindly assist. I would also like to compliment Vodacom on their excellent service. I took out a 24 month HSDPA contract with them which expires this month. I immediately got a call from them asking if I would like to renew or cancel the contract on expiry!
 
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Dude. I am very sorry to hear this stuff...
And I cannot help you.

This is pretty rubbish. And it seems to be a combination of uslessnesses that have caused it.
You need to get hold of someone that is willing to go out of their way to help (I know, good luck finding one)
Your best bet is to speak to the CT lady again. Maybe she will be able to do some work from the Cell C side to help out.

Good luck
 
I've only had terrible service from Cell C. Come to think of it; it's not really the client service, it's just that there is never signal and GPRS is HORRIBLE.

Edit. Come to think if it, Vodacom is also horrible around here where I stay.
 
SO ALL YOU HAVE TO DO IS SEND THEM A COPY OF YOUR CONTRACT, THEN THEY WILL TAKE THE DATE WHEN YOU SIGNED, BACK-DATE THE SYSTEM AND PASS THE CREDIT :confused: WHATS SO HARD ABOUT THAT? UNLESS YOU DONE HAVE YOUR PAPER WORK? OR YOUR HR DEPT DOES NOT HAVE YOUR PAPERWORK? SO NOW BECAUSE YOU AND YOUR HR DONT HAVE THE DOCUMENTS, YOU BLAMING CELLC "WITH NO PROOF" :p
 
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IS IT A CONTRACT BETWEEN YOURSELF AND CELLC OR YOUR HR AND CELLC?
 
I share the feeling!

A) First of all the whole ordeal started on the 23 November 2009 when I received a replacement Cell phone for my old one that was stolen. Unfortunately this one was faulty and I brought it under their attention the very next working day.

B) I use this phone for my business and they did not want to swap it for a new one but instead wanted to send it away for 5 days and leave me without a phone, thus meaning I will lose business and income(my bread and butter). At the time they did not have loan phones to give to me. Obviously I refused as I could still with great struggle use the phone.

C) Recently out of frustration and anger I slammed the phone a bit too hard on the table and cracked the LCD screen. This however forced me now to take the phone in for repairs and buy another phone cash for my business. With this new phone (Nokia 5130)(R1299) I also bought a car charger(R59). This however was the wrong charger which at the time I did not know. I trusted them since they call themselves the professionals.

D) When I wanted to use the charger the Cell phone displayed a message that read incompatible. After speaking to the owner of the Cell C shop Centurion Upper level, he told us we can just come in and replace it. Upon our arrival there were young people behind the counter with a serious bad attitude problem and they refused to exchange it for us. They kept on saying it will work. Saying this without any testing equipment in their possession. As you can imagine this only angered me more and more as this whole ordeal was going on now for more than 3 monts with the “new” cell that is not working properly and they are not willing to just simply swap it. Out of anger I left the charger on the counter and told them to stuff it. R59 gone……….. I also launched an complaint with Cell C Head Office upon which they did respond.

E) I was told that they were going to charge me for the replacement of the LCD screen on the Cell phone and I accepted the charges with the agreement that the other fault that I have been complaining about since November 2009on the phone, also be repaired. They said “yes”. Charges amounted to approximately R725. The Head Office gave me R100 discount (R59 for the charger and R41 for their BAD attitude, I assume) which amounted to R625.

F) On the 2nd of February 2010 they delivered my phone to me as “repaired” with the invoice and a R300 voucher (This does not buy me food nor pay my petrol or time spent on this whole matter). However the phone was still faulty and they collected it again on the 3rd of February 2010. The LCD was fixed and it seemed like it was the only thing that was fixed.

G) On the 11th of February 2010 I received a call from Crystal at Cell C asking me whether I already collected my new phone from the Cell C branch since the one they were suppose to fix cannot be repaired. As this was the first I heard about collecting a new phone, I was totally caught off guard. This actually is of great concern to me because Cell C still charges me R625 for phone repairs of which cannot be repaired. I call this daylight robbery. (R725-R100 for charger and attitude). I refuse to pay this amount for repairs on a cell phone I

H) will never get back.

I) This is the response I received from Crystal at Cell C. Something tells me she does not even know where the R100 discount comes from. (Hellopeter)

J) Hello dogwbird,

Thank you for your posting.

Please note that our Repair centre have confirmed that they have given you a R300.00 voucher and they have taken off R100.00 from your repair quote thus amounting to R400.00.

A replacement unit has been dispatched and we cannot justify a further credit as we have compensated you for the inconvenience.

As a valued subscriber we appreciate your feedback and rest assured that each and every enquiry is treated with the utmost urgency and importance.

Regards
Crystal (THIS IS INSULTING)”MY WORDS”:mad:

K) My question is this: What is going to happen to the other money now( R325)+(R300 voucher I do not want? I cannot do anything useful with the voucher and did not ask for it. It is their incompetence in the first place that caused me all this inconvenience and believe me, a lot of money due to loss of customers (Phone calls and time wasted). I recommended the swap to them from the start in November 2009 already!

L) I also paid a lot of money in on the contract for upgrading to the Samsung C6625. This I sincerely regret.:twisted:
 
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