Mis-sold T-Mobile mobile broadband by Carphone Warehouse

Rosie10_2

Thanks Crabman! Someone is listening! Like I have said I have complained previously to the store but got fobbed off with more fibs, plus it costs me nothing to walk instore and at least try. I've got free legal cover/advice with an insurance policy so will try that avenue but a friend who works for Vodafone just posted this on facebook:

Oh, thought it may have been a vodafone one, I couldve sorted it if it was tell them uou want a deadlock letter to go to otelo if they wnt help you, otelo will take it on and side with you

It sounds promising!

Crabman

OK that's good to hear - just be warned these legal insurance people can be evil, I know of a couple of legitimate claims that were fobbed off, only when the insurers were given 7 days to respond or else county court action would be initiated without further reference to them, did they capitulate and accept the claims.

The insurance industry has its own problems at the moment and part of its strategy to save money would appear to include rejecting legitimate claims (there is no penalty if they do this). It may be better for you to still see a local solicitor (perhaps a couple or at least one on recommendation) and take your legal expenses insurance policy paperwork with you.

If they think you have a case they should process the claim form for you without charge as they'll gain from it. You shouldn't have to pay anything unless of course you have an excess on the policy. Good luck

Rosie10_2

Top advice! I have never had dealings with these guys, in fact i'd forgotten i had the legal cover so thanks for the warning! I'll try the local solicitor route it sounds like a good avenue to follow.

I'll keep you posted with how things go!

babyshoes

You could also see a legal person at your local Citizens Advice Bureau for free, but you will need to make an appointment. They all operate differently, but I know the demand for the one near me is high and the appointments are booked a long way in advance. Still worth trying though.

Rosie10_2

Right then step one complete: I went into the store as advised by t-mobile as this is where I purchased the usb. Firstly the manager ran off into the office when i explained my issue to the assistant but reappeared after a few minutes and joined in. Then they tried to sell me a 3 contract! I explained again and said i certainly wasn't there to buy - i wanted answers. First they said there was no record of me, before taking any info to check!? Then they said it was too late for a refund, which i expected. I explained t-mobile had said I could have one and that there were notes to reflect this on my file. The manager said they couldn't read these notes and then finally took my postcode to look me up. As they said they couldn't help me i asked for a deadlock letter (see above post) so i could go to otelo and the manager said this would be fine. He then went on to say carphone warehouse have no reason to refund me as they had sold me what i wanted and i hadn't complained in time. I explained they did not sell me what i wanted, they had sold me something that really shouldn't have worked at all at all in my area, and that i had complained instore on 2 occasions previously, again i got the 'too late' reply but was offered a customer services number in font size -2 on the bottom of a scrappy piece of paper. I then asked again for a deadlock letter to send to otelo, this time when asked the manager said he had never heard of otelo (the telecommunications ombudsman for those who don't know) and couldn't help, strange as he had said he would give me one just minutes earlier and I know that cp are members! I told them i would take the matter further, left the store and rang t-mobile again. They said I can have a full refund for every penny i have paid them but i must ask for this in writing, fair enough and well done t-mobile as it was an instant decision and no questions asked.

I am going to complain to cp as the manager obviously lied to my face on a number of issues. I refuse to take the issue any further with t-mobile as they are not at fault and have been great throughout but cp have a few questions to answer!

Thanks all you guys for your advice, if i get nowhere ringing cp i'll be exploring your avenues relentlessly!