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News : Major Problems for Cell C Subscribers Who Moved to GloCell
Gauteng, South Africa, May 16, 2016 -- Cell C subscribers who were moved to GloCell after it acquired Altech Autopage’s subscriber base have reported major problems with the service provider.
Complaints include lines being disconnected, cancellations not being processed, billing issues, and a general lack of follow-up after service queries.
"So I’m also not the only one, got 6 email tickets cancelled but no one contacted me, rubbish service," said Muhammad Hajat.
Migration-related bottlenecks affected existing customers
GloCell managing director Alessandro Mariola told MyBroadband they are aware that some customers have experienced issues
"GloCell deeply regrets the great inconvenience experienced by several of our new customers derived from the recent migration from Altech Autopage," said Mariola.
He said they, along with Cell C, worked with Autopage to reduce the number of migration-related subscriber issues.
"All three parties involved in this migration [were] committed to a fast resolution of what often are complex issues."
"Regrettably, these concerns have led to unforeseen bottlenecks which affected other GloCell customers as well."
To deal with the influx of complaints, GloCell has tripled the number of personnel in its call centre and has added customer support capacity to retail outlets.
Mariola said they have also created a dedicated sales force to visit customers in person.
Cell C responds
Cell C said it is aware that some customers have experienced issues during the transfer from Autopage to GloCell.
"GloCell has been hard at work implementing measures to deal with these issues and resolve customer queries," Cell C said.
Cell C said it has provided assistance and support in creating additional capacity at the call centres to handle the volume of calls.
"In addition to creating additional capacity, Cell C’s trade partner help desk has also facilitated the escalation of queries via Cell C to GloCell," Cell C said.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Set Customer Expectations
Published: Tuesday, May 17, 2016