Nashua Mobile
Poor Management of Customer Complaint

In May 2013, I started a 20GB data package with CellC, through Nashua Mobile, using a Huawei modem. From the beginning, we have had poor signal in our house (18 Mt Balchen Cres, Midlands Estate, Midstream, 1692). We have great signal anywhere else using the same modem, eg at Centurion Mall, so it is not a modem issue. I went to lay a complaint at the Nashua Mobile shop in Centurion on 24 July 13. I was helped by Matthew, who let me fill in the CellC Coverage questionnaire with all the details of my complaint. He said that someone from Nashua Mobile or CellC would contact me in 72hrs. No one contacted me. I went overseas from 2-12Aug, &on my return, I went back to the branch on 15 Aug. Matthew wasn't there, so I was helped by Cindy. Cindy could find no record of my earlier complaint on their computer system. I then asked her to log the complaint again. She said she would call me at the end of the day, but never did. I called the branch on Monday 19 Aug. Eventually Cindy told me that CellC said that there was signal coverage in our area, and that I should have my modem checked (even though I made it clear to her that the modem worked fine in other places). I am upset about the service

Company: Nashua Mobile
Country: South Africa
City: Centurion

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