Cell C CEO Jose dos Santos said that he is very upset that they let down George Prokas – the person behind the anti-Cell C banner.
Following what he felt was bad service from Cell C, Prokas erected a large billboard and the World Wear shopping centre on Thursday 6 November 2014.
This billboard makes the claim that Cell C is “The most useless service provider in SA”.
Cell C took legal action against Prokas and the World Wear shopping centre to have the banner removed.
However, on Thursday, 13 November 2014 the South Gauteng High Court ruled that the anti-Cell C billboard can stay up.
I am very upset about poor customer service: Cell C CEO
Dos Santos has now broken his silence regarding this issue. Speaking to Bruce Whitfield on Radio 702, he said that he instructed a full audit to establish what went wrong, and how best to resolve the matter.
“The issue goes back a year. Prokas sent his phone in for repairs, but he never got the phone. The franchisee said that he did get the phone,” explained dos Santos.
“I am furious about the lack of administration procedures that were breached by the franchisee and within my own organisation,” said dos Santos.
Dos Santos added that he is very upset that Cell C let Prokas down as a Cell C customer. He took the view that the customer is right, and tried to settle the matter with Prokas.
“When I sent him a letter, I offered him a new iPhone 6 to replace his iPhone 4 he never got back,” dos Santos said.
Cell C was also willing to write off all Prokas’ outstanding fees concerning handset fees if he settled the outstanding amount on usage charge
However, said dos Santos, Prokas said he was not interested.
Why Cell C took legal action regarding the banner
Commenting on Prokas’ decision to erect a banner, dos Santos said that this was not the right thing to do.
He explained that the Cell C employee whose name and mobile number was displayed on the banner received 400 calls in a short period of time. He also had to endure verbal abuse from many people.
Dos Santos said that they had to protect Cell C’s employees and the company’s brand, which is why they went to court to have the banner removed.
The Cell C CEO added that Prokas is still a happy customer of Cell C on another number, and that the company would love to keep him as a customer.