Cell C / poor service
You will read and understand this e-mail...
I have mailed a copy to customer service and am posting it here. Please all of you reading it, comment so they
Can actually see the response and maybe if we pray, management might start thinking over there.
I really am dissapointed to be forced to actually have to sit down, type a customer complaint and mail it.
It is pathetic. I would like to express my immense dissatisfaction with cell c.
I cannot even remember how long it is that I have been experiencing problems with your service.
I am going to be honest and straight seeing as management over there avoids contact with their customers.
The service you are providing is extremely poor. First off, the gprs/edge/wap which is utterly disgusting.
Your speeds are poor and more over, it seems and i'm not over exaggerating, cell c's gprs system
Goes off atleast 6 times a day, and the only response to this is = what is going on over there???
It's been going like this more a year now, I have never heard of another cellular provider in the world that
Has such poor performance and handles their customers they way you do/or ignore them. It seems people at
Management lack managerial skills, and where are not going to blame someone else over there like poor managers
Tend do, a real manager accepts responsibily for their project's success or failure. It is common sense to do
Planning, if you cannot grab the concept of planning and providing for growth in your company, close your doors.
It seems as if you cannot cope with your really minimum client load, and yet you still advertise and take new
Customers on, sacrificing the service quality of your existing customers. And this crap that is going on over
Weekends is frustrating. The chances of a user (Any network) getting through to a cell c user is almost zero!!!
You are damaging your own image and quality of service. I had an emergency twice now on seperate accounts where i
Had to call my mother which is a cell c user, and after 72 (My phone stoped count) redials if not more i
Actually got hold of her. Phoning the customer centre they tell you, "the network is overloaded,
Please keep on trying". - what the hell?! You are then lying if you say you provide cellular services because
You can't make phone calls over weekends. And if it happens again and I am in a similair emergency situation,
I will take legal action against cell c as you say you provide services which you don't - I think it will be in my
Favour after stating that there is always room for error, but error does not mean on 20 seperate occasions
Redailing 72 times before getting through.
And what's worse—even now in the week, if you call a cell c user, first you hear, the nummber does not exist,
Then you try again, then you hear it rings but they lie to you, it never rang and the other person gets an sms
A day later stating he had missed calls, that's if you're lucky, and if you try again, the number does not exist,
Perhaps you get through on the 4th time - this is in the week, when the load is little - this is really unacceptable.
And the cellphones you provide are always old, and behind the stock that the other companies have. Also, if you
Are a cell c user and your phone is broken which you did not break, but which cell c broke or sold you that is broken
- they simply make it your problem, my samsung phone, including the same phones my brother and sister have, all
Keep on switching on and off, which they refuse to repair, because mos we aspired and want to waste money and
Pay for broken phones and get our money stolen!!!
And why the hell do you switch off customer care when there is a problem, never has one of the other networks
Switched off their customer service because of a problem, you are refusing to listen to your clients and you
Know it. I myself am an it systems engineer and I can tell you the incompetence of your call centre is getting
Tiring. If ever, even if my mom is the contract subscriber, I ask a siiimmmppllleee question like "is cell c's
Gprs system up and running at the moment?" they tell me we can't help you because we need to speak to your
Mother, it is a simple yes no answer!!! Then the best of all is they don't know how to help you, one of
Them kept on asking me, what do you want me to do sir... How should I know, it's your company, you pretend like
The fault is with my phone... And they tell you : "sir switch off your phone for 2 minutes" - what is that
Going to help huh???
I send a lot of e-mails at night and do some work over the internet, almost every night after nine, if I connect
My phone to my laptop, the link is dropped because their servers aren't working, it is pathetic, I am getting a
Vodacom hsdpa contract at the end of the month, because I can't use an unreliable service. And I heard you throttle
Your clients with the bandwidth, meaning every user's internet works for 4 minutes more or less, then stops working for
3 minutes, then the process is repeated, this is frustrating when sending mail online od doing internet banking,
You can't keep logging in for the rest of your life!!!
And let me state for the record, it is not the fault of the people working in the customer centre either, because
They can only perform as much as you, management, train them. It is not their fault the company is incompetent.
You are extending people's contract's without their consent and you keep on stealing money years after the contracts
Have expired!!! I can promise you that I speak for most of the clients, we are sick and tired, and there are
Enough of us out there to take legal action. Your company is already failing and you keep on going at it out of
And the excuse of your systems can't handle this or that request is crap, because then you are using dos from
1920 and you are using cheap software - stop looking for excuses!!!
Eeverywhere I go I will be spreading the word about your poor service and providing everyone with evidence.
I will also be complaining about you to the international mobile service quality board (Imsqb) and as well
As to icasa. I do believe that if enough of us complain that our customer rights are being violated, we will win.
As soon as my contract expires i'm gone.
And you will respond to this because it is the final and last correspondence that I provide and never get a
Volgende keer sal julle my in afrikaans help.
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