Cell C — disturbed customer regarding appalling service
My complaint is regarding the service i have received from Cell C regarding my faulty iPhone 6s
After doing the update in October i realised that my phone was faulty and was not connecting to wifi and my battery did not last.I went to the V &A store and was advised that it takes 21 days to get feedback and i should rather go to the Istore. My phone refused to setup and they told me to buy data rather which i did and setup the phone using that
I then went to the Istore and they told me that the update was probably incomplete and i should re-install it using my PC, i did that but the problems persisted. I then decided to clean the phone and i was only using it to get calls, the battery would still die within a day. I was using my 5s for my music and all the other apps and it lasted which made no sense
So on 3 November 2016 i placed my phone with the cavendish store for an assessment, on the 4th i received an sms that the device has been booked in reference number WPCAP66842, on the 11th another sms advising that the device has been received at Cell C repair centre (ARC) and is queen for an assessment, on the 14th another sms advising that the device has been allocated to a technician and on the 16th that my device has been dispatched from the Repair centre. Great service thus far
I then waited but received nothing from that date, so after 21 day, 5 days from the day i received the last sms 25 November 2016 i decided to go to the store in Cavendish to check on my phone. After waiting for an hour i was then advised that they were unable to do anything as find my iPhone was not switched off. We switched find my iPhone and i try to book it again, apparently the job was still open and it would not allow them to book it in. The consultant advised me to leave it there and he will book it in once that job is closed. On the 28th i received an sms that my device was ready for collection at my point of book. I was quite puzzled as i had not received the sms's as before so on the 29th i decided to visit the store.
When i got to the store the consultant advised me that the phone was picked up that morning and is at the cells repair centre. so i waited another 3 days, still no sms's as before so i decided to call the customer care to check on the status of the device. I was then advised that those consultants are lying to me and my phone was still with the store, the lady advised me that i need to contact Mr Bebbarman. Disturbed by this on friday i went back to the store they gave me back my phone but i did not want to book it in with them due to their lack of customer care.
On the 27th i booked my phone again on the V&A store, i was issued with a reference number immediately this time WPCAP86184, on the 4th i received an sms that my device has been allocated to a technician and later on that day another sms advising me that the assessment on my device has been approved under CPA and i need to contact or book my point of booking for a replacement. great service again.
When i got to the store i was advised that my account has been credited with 12.5k and i can pick any device from the list and would need to pay the difference, but unfortunately they do not have stock at the moment and i should come back the following wednesday
I went to the store on the 11th and i was advised that Cell C head office does not want to approve the device that i want iPhone 7 and i should get the device that i had. I then requested for my iPhone 6s rose gold. I was told that they do not have stock in the country and i must go for the gold or black, since this was less on the price list i asked what happens to the difference in my account and i was advised that i will just lose it. Question why credit my account with an amount that i cannot use fully? Riedwaan however said that he will escalate this issue with head office and i should come back on Thursday. I was at the store yesterday and they still could not assist me he took my details and email address and said he will get back to me. I still do not have any feedback. I called the call centre yesterday and they said they will get back to me today at 9;30 am, no one called me today
I am rather frustrated and disturbed by this service. I have not had a phone for 3 months which i am paying for timeously and not receiving the full service. I am now forced to cancel this contract with immediate effect as i do not have the time to be visiting the store and calling the customer care where i am not assisted. Please assist so that i am able to take out a contract with my number
Updated by Gloried, Jan 13, 2017
I am currently frustrated about the appalling service I have received from cellc to date. Before this incident I have had excellent service
My cellphone after doing the update in October refused to connect to wifi plus the battery did not last. I went to the waterfront and was told that it takes 21 days should buy data to setup my phone and I should rather go to the Istore. I went to the I store and they told me that there was probably a problem when I was installing the software so I must rather repair the software installation on my PC. I did that but the wifi problem persisted I deleted all my apps but the battery will die within a day and without using the phone.
I then decided to take it in for an assessment on 3 November 2016 at the cavendish store. I received an sms's on the 4th saying my device has been booked in and my reference number is WPCAP66842, on the 11th I received another sms's saying it has been received by the Cell C repair centre and is queued for an assessment, on the 14th allocated to a technician and on the 16th dispatched from the repair centre
I then went to collect my device on the 25th but when I got to the store I was told that the repair centre were unable to check the phone because find my phone was not switched off. We then switched off the find my app and we tried to rebook the phone but there were hassles to do this as the previous job was still open so I then left the phone there as the consultant advised when the is closed he will then rebook it and I will get my sms's advising me of the repair as before
On the 28th I got an sms's saying that my phone was ready for collection from my point of booking, I then went collect it on Thursday but when I got to the store I was advised that my phone had already been collected by the repair centre, I told that it was odd as I had not received any sms's advising of that plus a reference number. I then went home and called the service centre and was told that my phone is still at the store and those consultants are lying to me. I went back to the store and luckily the consultant that had assisted me on the 25th was there, he gave me my phone but I did not want to book it in there because of the appalling service I had received
I then took my phone for repairs in the v and a waterfront store on 27 December 2016, I received my reference number WCAP86184 on the 3rd and on the 4th I received an sms that the assessment has been completed and I must contact or visit my point of booking for a replacement. I went to the store on the 4th and I was told that my account has been credited with 12.5k and I need to select a product within that amount but at present they did not have stock and should come the following Wednesday when they have stock
I went to cellc on Wednesday the 11th and they said that the system does not allow me to take a phone that is more then that amount even if I pay the difference. So I asked them if I take a phone that's of less value what happens to the difference and they said I will just lose that. The consultant however said that they will escalate this issue with cellc head office and must come back the following day
I went to the store yesterday and we still had the same issue, I was then advised that I need to take the same phone I had. I agreed but they do not have the IPhone 6s rose gold in South Africa at the moment. They offered me the black or gold but it is not fair for me to pay for something I do not want. The consultant from the waterfront again said that he will try and speak to head office and will get back to me yesterday with a solution, I still have not had feedback from him. Furtheron I called the call centre yesterday at 5:30 and they said they will get back to me by 9:30 today, I have had no response
It's been 3 months since I have had a functional phone, I have been patient with cellc to come up with a solution but it does not look like that will happen, my bill without a phone has been as follows which I have paid timeosly with this inconvinience
I hereby now would like to cancel this contract so that I can have a new contract with a phone of my preference again. I am tired of driving to these malls and calling the service centre without being assisted, I feel it would be less hassles if I start a new contract with a service provider that can offer me what I want
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