Fuming with T Mobile, anyone help?

pulliptears

I posted this over on the vent board originally, but I figure you guys would be of more help

DS's T Mobile contract was due to expire in February

OH Called T Mobile on 24th January and asked the customer service advisor's if there was a better package available for DS's uses.

T Mobile customer service advised of the Solo 15 plan, which included free unlimted texts and 350 minutes of calls. At this point service advisor told OH the package included unlimited internet. OH took the deal, due to start today, 11th February.

saturday 7th February DS bought himself a £90 phone in anticipation of the free internet starting today, requiring a large advance of his birthday money!

Wednesday 11th Feb, 4.30pm DS receives a call from T Mobile Customer services advising that there has been a mistake at their end which they realised when they try to apply the unlimited internet to the package today. DS is told the Solo 15 has started today as planned, but without the promised unlimited internet.

Called customer services who have admitted that this was their mistake. T Mobile could not offer an explanation as to why its taken 3 weeks to realise this. I pointed out that on the basis of the contract DS had now bought a mobile phone that a large feature of was no of no use to him.

I requested T Mobile upgrade to the Solo 20 contract that does have all the features offered and only charge the agreed £15. After an initial refusal this has now been passed to account management for a call back tomorrow (cant see it myself).

In the meantime, I have called notice on my contract due to expire next month, and if I dont get a reasonable soloution to this I will be taking PAC codes for both phones and leaving. I have been with them for around 7 years!

Can anyone offer any advice it would be greatly appreciated. I have a very gutted teenager at the minute.

Sasso_Palmieri

Right, I've had numerous problems with T-Mobile and, incredibly, it still sticks to its guns, even when its own 'customer service' agents give erroneous advice.

So, finally, I obtained the Customer Service Director's personal contact details. I emailed him, and his PA rang me to apologise and refund what I'd been screwed for.

These are his email addresses: csdir@t-mobile.co.uk and mdtmob@t-mobile.co.uk. Use both. His name is Mr. Codsi. Address him directly and tack a 'receipt request' on your email.

I suggest you write an even-handed, perfunctory and firm letter in which you outline your situation, and state your demands (refund? upgrade?). Don't forget a to include a date by which you expect his reply. I typically give seven days.

PS - I no longer talk to monkeys - I go straight to the organ grinder. It ALWAYS gets results.

Good luck.

Jon_01

I would think the problem would be that not all bundles can be added to all talk plans, so when they came to setup your new acc they suddenly found they couldn't attach the unlimited internet bundle to the Solo 20 plan.
Not that, that's an excuse the agent you spoke to should know what can be added to which plan . . .

sporedude

Sasso_Palmieri wrote: »

Right, I've had numerous problems with T-Mobile and, incredibly, it still sticks to its guns, even when its own 'customer service' agents give erroneous advice.

So, finally, I obtained the Customer Service Director's personal contact details. I emailed him, and his PA rang me to apologise and refund what I'd been screwed for.

These are his email addresses: [EMAIL="csdir@t-mobile.co.uk"]csdir@t-mobile.co.uk[/EMAIL] and [EMAIL="mdtmob@t-mobile.co.uk"]mdtmob@t-mobile.co.uk[/EMAIL]. Use both. His name is Mr. Codsi. Address him directly and tack a 'receipt request' on your email.

I suggest you write an even-handed, perfunctory and firm letter in which you outline your situation, and state your demands (refund? upgrade?). Don't forget a to include a date by which you expect his reply. I typically give seven days.

PS - I no longer talk to monkeys - I go straight to the organ grinder. It ALWAYS gets results.

Good luck.

Just to let you know, It is not "Mr Codsi", As he left T-mobile some time ago. Dont know who the new head of CS is. Think it may be Russel Taylor. Dont know.

pulliptears

Thanks guys, OH is firing an email off to those addresses. really disgusted with T Mobile's "yes we cocked up but tough" attitude over this.

Jon, I think thats exactly what happened, and I understand mistakes happen but they have handled it appallingly. I feel so sorry for DS, he has been so excited for today to come so he could properly use his new phone

sporedude

Usually Customer Relations/Director level produces good results.

pulliptears

sporedude wrote: »

Usually Customer Relations/Director level produces good results.

Thanks again, hope so for the lads sake. He doesnt normally have such a big birthday present, but he is 16 next week so we thought we would get him a good contract and a phone to go with it.

Unfortunately as this is in dispute he now has no contract, and a completely useless phone :mad: Worrying as well as I now have no way of contacting him.

pulliptears

Sasso, you are wonderful!

Had a phone call over the weekend from the directors office, full apology and DS's contract will be honoured at £15. If I could kiss you I would!