I predicted this in 2005.
You can read in the news how CellC seems to be performing poorly.
I sent them these emails back then, which they said they would forward to management, but probably didn’t. Which leads to the second reason they will go down – their 1) customer service people are useless.
(2) Not to mention they call them “Client Liaison Consultant”s, bleh)
No problem. Someone has to tell CellC what they are doing
wrong or right.
I can tell you one thing. Five free sms per day on your
website just does not cut it.
I have seen this single fact that Vodacom has 20 free sms a
day on their website be the deciding factor when people
choose what network that want to be on. I would seriously
consider changing your insufficient daily limit. It is not
that everyone uses all 20, it is just the fact that you
know it is there if you need it.
It is a pity that CellC is the only network that cannot
provide GPRS to prepaid customers. Here are a couple of
Firstly, the number of applications that require GPRS are
growing. Take mxit.co.za for example, the South African
company that is experiencing rapid growth in its services
Lastly, the million rand industries for ringtones/logos/etc
are usually heavily reliant on GPRS.
CellC is unfortunately missing these markets (and
Even if you have to bring out GPRS for prepaid customers at
a higher price than the competitors do, it is better than
nothing. In addition, it will prevent you from losing more
customers because of this factor.
You can bring these issues forward to management as well.
I look forward to hearing what comes of my views.
David De Caires E Freitas
3) Their website free sms doesn’t stimulate usage amongst users. (Only 5 free sms)
4) Way behind on their basic GPRS offerings when they should have woken up back then.
Clearly MXit Mobile was going to be huge, one could see it in 2005 already.
On Tue, 6 Sep 2005 10:06:17 +0200
> Good Day, David.
> Thank for taking the time to express your views as this
> is much
> appreciated and will be brought forward to management.
> Unfortunately we
> need to advise you of the reason why a Prepaid client is
> not able to
> make use of this services. As you may well be aware of
> the fact that all
> international call are billed in arrears and the use of
> GPRS is also
> billed in arrears we can not offer this service to our
> Prepaid clients
> as the cost for using the service is quite expensive and
> for this reason
> we urge our clients rather to take out a contract, if
> they wish to make
> use of this service.
> For any further assistance, please feel free to email us
> Kind regards
> Nazeem Marshman
> Client Liaison Consultant
Look, if you make excuses and don’t listen, you ought to go down the drain. And if someone is giving you advice that would have you cost you thousands of Rands via some “consultant”, I would take it and RESPOND to it!
I can usually spot something that will float or sink before the time.
This was the first email I warned them with:
: Tue, 30 Aug 2005 10:33:55 +0200
To: “Customer Services”
Dear CellC co.
Thank you for responding, in due time.
I would recommend you put this information (about
international roaming on prepaid) on your website, so that
customers like me can find it out without having to waste
I would like to take this opportunity to express my gradual
disappointments with CellC.
I have been a customer with CellC from the very beginning.
A prepaid customer albeit. Which it seems, CellC has no
consideration for, seeing that there are no services for
How can a cellular company be economically viable in South
Africa when they aren’t catering for the biggest market
Clearly CellC is not attempting to make a good impression
with ACTUAL service.
In times when 3G has been rolled out on other networks,
CellC cannot even provide 2G services for prepaid customers
Never mind the fact that your customers have to PAY to have
their MMS settings sent to them?
Moreover, the fact that CellC MMS gprs does not work on my
simcard anymore is really pushing my irritation with CellC.
(The customer service people do not even listen to
customers, all they do is restate the lines given to them
by management. Might as well have answering machines.)
It is all good and well that you try to have ‘trendy’
adverts appealing to the youth and all. However, at the end
of the day, word of mouth, from people like me can make you
or break you. I have been pedalling CellC amongst peers,
trying to persuade them to use CellC ever since I started
using CellC. Nevertheless, CellC’s disregard for service
provision has made me reconsider. With millions of
customers choosing to go to the major network Vodacom, can
you really afford to lose more?
You should consider that prepaid customers usually become
or recommend your contract customers. I have experienced it
In addition, the prepaid customers will spawn into your
business customers eventually.
A customer like me, who has spent literally thousands of
Rands on prepaid, would like to know that he is
appreciated. Otherwise, my money could well be spent on a
network that actually has services available.
Maybe CellC is not quite ready yet, maybe one day you will
have people behind the scenes who actually know what they
are doing. But, till then, I have to reconsider. And put
that CellC Contract application on hold.
David E Freitas
5 No appreciation for individual prepaid users who are recharging a lot. (Rewards or something)
6 I ripped them about their adverts: all the wasted money on promises, but no action/service helps no one.
7 No understanding of basic business principles.
8 The previous commenter was right probably – their careers are all BEE based. It’s not a charity, but a business, hire people who can make it work, regardless of colour. Else no-one is going to have work there.
Want a faster response to your query? Seems if you put it on HelloPeter.com, they will actually call you to help you. Because they don’t want to look bad on their website.
David will tell you if your business is good/feasible in no uncertain terms and with high accuracy and amazing insight.