Service and Repairs

Posted :Sunday, December 4, 2011by Thomas Sean Hepburn Send Maill   

I recently upgraded my handset to a Samsung Galaxy S2. On Sunday the 6th of November 2011 I saw that my phones screen looked funny. Upon closer inspection I realised that the screen had cracked in half. This was a shock to me as the phone never fell or bumped into anything!! I handed my phone in for repairs at Cell C in Centurion Mall on the 6th of November 2011. Gerome helped me, and even he said that this was strange as he could see that the phone was still in excellent condition and had no scratches or damage other than the broken screen. He said that the screen could have cracked because of the heat or that the handset twisted slightly when I sat down and it was still in my pocket. I was sure that the whole process would be quick as I had insurance for my handset. On Thursday the 17th of November 2011 I phoned the Cell C shop and spoke to Gerome. He said that he’ll check on the progress and get back to me which he never did. On Friday the 18th of November 2011 I phoned again and spoke to Vincent. Vincent said that they are waiting for the approval of the insurance claim and that he will get back to me latest Tuesday the following week. On the 22nd of November 2011 I got a call from Vincent and he told me that the insurance claim was approved and that they are now deciding if they should replace or repair my handset. On Saturday the 26th of November I phoned the Cell C shop again and spoke to Gerome. He said that they decided to repair my handset but didn’t have any LED screens at this stage and that he will keep me posted which he never did. On the 28th of November 2011 I decided to phone Cell C customer care to see if I can get any information out of them. I asked to speak to the repairs department. After holding for 15 minutes the line just got cut off. I phoned again and asked to speak to the repairs department. After about 10 minutes a gentleman answered and asked me for my reference number. I gave him the number and he told me that my phone was being repaired as we speak and that he can assure me that I will have it back before the end of the week. On the 2nd of December 2011 I phoned Cell C customer care again and told the lady that answered the whole story and how fed up I was with the terrible service and promise upon promise without any delivery!!!!! The lady told me that she could see that I wrote an e-mail to complain and asked me to hold on. After I was put on hold for ten minutes she got back to me and told me that she couldn’t get hold of the Cell C shop and then kept quiet for about a minute and while I was waiting for a response the next thing I heard was a voice prompt that said please rate our service!!!! On the 3rd of December 2011 I phoned the Cell C shop again and asked for Gerome. The gentleman that answered said Gerome was busy and took my name and number and said Gerome will phone me back which he never did. Four hours later I phoned again and finally got to speak to Gerome. He said that the system was offline and took the IMEI number of my phone, my name and number and said he would get back to me. On the 4th of December I phoned the Cell C shop again and told Gerome I’m still waiting for him to phone me back upon which he replied that the system was still offline. I am completely fed up Cell C!!!! This has been four weeks and counting and still no phone!!!! It’s absolutely ridiculous!!!! I’ve had enough and want my phone replaced! ASAP!!! I’ve decided to move all three of my existing contracts to Vodacom next year!!!