T-Mobile problems - please help

talulah25

I have been a T-mobile customer for almost three years and am nearing the end of my second 18-month contract. My handset which I got in August 2008 has been the bain of my life for the last 13 months, it freezes constantly, the light comes on at the back and it heats up, so hot you cant hold it in your hand.

The first time I phoned T-mobile, not long after I got the phone they said they would text me with software updates, they did this and the freezing stopped for about two months.

The second time I phoned about this problem, they said to take it into the shop to have it sent away for repair. I did so and the shop assistant advised that all they would do if I sent it away was to update the software, he showed me how to do this at home and I took it home and followed his instructions, this time it worked well for about a month.

I took it into the shop again, was again advised to update software as there had been a software problem with early versions of my phone, again I updated it at home, again it worked for about a month.

Then when the phone started freezing again, I called t-mobile and they advised me to insist that the phone was sent away for repair by the shop, when I went in they did not have any loan phones and I was very heavily pregnant and could not be without a phone so just put up with it freezing.

Last month I went back in and the phone was sent away for 2 weeks, everything apart from the fascia and the battery was completely replaced. It started freezing again after 1 day, I phoned and was told it was the battery and they sent me a new one, the phone worked fine for about 5 days and same thing started happening again. I phoned again and was advised to take handset into shop and they would deal with it for me....

Today I took it in and lady put me on the phone with 'customer services' (I use the term loosely as they didnt give me any service whatsoever) the adviser was extremely unhelpful, said even though its only 8 weeks until my upgrade date they will not offer me an early upgrade. I asked why I should continue to pay over £35 a month for a service I could not use she said you dont have to you can pay the termination charge and take your business elsewhere (I have reported her through customer feedback for this comment)!!!!!!!!

Anyway, (congratulations if you have read this far), basically I'm going to give them one last try and ring tomorrow and just wondered if anyone had any advice how I can possibly get a satisfactory outcome?

timmmers

The only thing i can suggest is to take her advice re going somewhere else where they appreciate your money. Im betting you already thought of that though?

Maybe asking for a refund of the time you haven't had a phone due to repairs and faults will get some action re an upgrade? Would you want an ugrade and to stay with them though? I wouldn't.

t

talulah25

timmmers wrote: »

The only thing i can suggest is to take her advice re going somewhere else where they appreciate your money. Im betting you already thought of that though?

Maybe asking for a refund of the time you haven't had a phone due to repairs and faults will get some action re an upgrade? Would you want an ugrade and to stay with them though? I wouldn't.

t

My problem is I have a really bad credit rating and alot of other companies wont touch me with a bargepole, although I do have a contract in my name for my partner through Orange so maybe if I contact them they would give me a good deal on a second handset etc.

I know it sounds daft but apart from this I have always found T-mobile to be very helpful and accomodating, I dont really want to leave them but at the moment I dont feel as though I have much choice, what I do find silly is that when my contract comes to an end in Jan they'll probably bend over backwards to keep me like they did last year, just a shame they cant do it when I really need it eh lol

talulah25

wee update for anyone whos interested, T-mobile are definitely NOT willing to give me early upgrade, all they were willing to do for me was to send handset away AGAIN to have everything replaced AGAIN. I said I appreciated the offer but that now even if it did stop freezing for a few months I dont want to use this handset anymore, its not reliable and I am getting so sick of the whole palaver.

So, I dont want to but I'm going to have to pay termination (£88) and take contract elsewhere, dissapointing to know that a company will take over £500 of your money over 18 months but when the chips are down they wont bend the rules a little to keep your custom, I even said if they upgraded me now I would take on a 24 month contract!

Never mind, you win some you lose some!