If anyone is thinking of using Cellucity to renew or take out a new cell phone contract, please think again. I have entered into 3 separate contracts with them, all of which are still active, and although this isn’t a huge amount you would think I might be deserving of decent service. The trouble started when my iPhone 5 (only 8 months old) would ring for the caller, but nothing would happen on the unit itself. So on the 2nd of Aug 2014 I went back to Cellucity Tygervalley to have it repaired. I was told it would be quicker to go to Canal Walk VodaCare, as they have the facility to repair onsite whereas Tygervalley does not. When I got there (after sitting in the queue for almost 45min) I was told that my phone is not a Vodacom supplied phone and they will quote for repairs or I need my proof of purchase (you would think the enormous amount of money I pay every month to Vodacom would be enough!). So back to Cellucity Tygervalley I go, where on their system it also shows out of warranty (now the vein in my forehead is starting to show!). The gentleman whom I deal with regularly at this store, tells me that it is impossible and he will sort it out. He books my phone in and says it will take up to 14 days (Vein in forehead settles). So after hearing nothing by the 13th Aug 2014, I called to find out how the repairs are going only to find out nothing is happening to the phone as it is still at the Vodacom repair centre and it’s not a Vodacom supplied phone so no repairs are being done (Forehead vein visible!). I decide to go into Cellucity to find out what steps have actually been taken to rectify this situation when they then tell me they will sort it out and go collect the phone the next day and take it to the correct place (Forehead vein settles – you get the picture). I waited patiently, whilst struggling with a different phone with a different operating system (work life turned upside down), until the 28th Aug 2014 when I decided to ask Cellucity Tygervalley for an update and was informed “The technicians are awaiting parts for the unit”. So much for the 14 day turnaround on repairs!! So I email the store, call the store and then eventually email the Regional Manager and explain the situation to him. I received a reply from him apologising that the phone has been sent from pillar to post, but it is now in the right place and will only take another 2 weeks as the supplier has a 3 week turn-around time. So, 2 Sep 2014 rolls around and I receive an email from Cellucity Tygervalley saying and I quote “The latest update is 29/08 - received at service centre, awaiting assessment on unit, we will keep you updated the moment we hear from them”. So, if we stick to the 3 week turn-around time it takes for repairs, it will be another 3 weeks from Friday, 29 Aug 2014 which makes it almost 2 months to have my phone repaired!! Morals of this story: • If you want service from this company, be prepared to follow up daily on the progress of any customer service related issues, because they won’t. • If you take out a contract with this company, ensure at the point of sale that you are receiving a Vodacom supplied mobile device – I am still not entirely sure that I did! • If there are any veins in your forehead that are at risk of perforation/aneurysm, DO NOT sign on the dotted line at this provider!
Posted on: Tue, 02 Sep 2014 10:13:38 +0000
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