Mobile operators tested: Best and worst email support

MyBroadband recently tested the email support of Vodacom, MTN, Cell C, and Telkom, and the results were mostly encouraging.

To test the companies’ email support, MyBroadband mailed a simple technical question about network issues to the operators on 7 March 2016.

Here are the results from MyBroadband’s email support tests.

Vodacom – responded within 37 minutes

Vodacom logo

We completed an online form on the Vodacom website at 11:37, after which the company sent an auto-generated email asking for additional information.

After responding to the system-generated email, a Vodacom helpdesk agent called us 37 minutes later. The call was followed up by an email confirming that the issue was resolved.

Telkom – responded within 3 hours 54 minutes

Telkom shadow logo

MyBroadband contacted Telkom via its website by completing an online form at 11:46.

The company provided feedback by 15:40 – a response time of within 4 hours.

MTN – responded within 4 hours 3 minutes

MTN logo yellow

MyBroadband contacted MTN by sending an email to the address [email protected] at 11:39.

The company provided feedback by 15:42 – a response time of 4 hours and 3 minutes.

Cell C – no response within 24 hours

Cell C logo on blue

MyBroadband contacted Cell C via its website by completing an online form at 11:45.

There was no feedback from Cell C after the form was completed.

Cell C responds

Cell C regrets that customers that attempted to send queries via our website email form may not have been attended to.

Since Cell C was made aware of the issue, an investigation established intermittent problems with email services connected to our new website. Our technical team has worked around the clock to correct the matter and our customer care team are working through the backlog of customers that were affected by this issue. Cell C will provide those customers with priority service.

One of the key focus areas for Cell C is customer service and we are disappointed that this incident took place. Fortunately, the fault has been identified and corrected. We will continue to provide the best possible service to our customer base and our many successes are testament to Cell C’s commitment. Cell C’s use of social customer care is continually being recognised in the top 5 socially devoted companies on the “Socialbakers” report across all industries in South Africa. We also actively engaged with HelloPeter where Cell C achieved the number one position in 2015 for companies converting customer complaints to compliments.

We want to apologise sincerely for any inconvenience our customers may have experienced and appreciate the continued feedback from customers that will assist us in improving our systems. Cell C remains committed to service excellence.

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Mobile operators tested: Best and worst email support