Phones4U - T-Mobile package (problem)

flyingscotno1

Jonno71 wrote: »

As I have insurance on the phone, if I persist, I should be able to get the handset exchanged, in theory. Question is, T-Mobile, can I insist (again) on switching to another provider?

Forgive me, but reading this it seems you are in an extremely poor signal area. O2 has had limited coverage and cut you off for months. T-Mobile and Orange have poor coverage (and by association 3 Mobile). Apart from Vodafone not much left!

How is it outside your house compared to in your house.

Jonno71

flyingscotno1 wrote: »

Forgive me, but reading this it seems you are in an extremely poor signal area. O2 has had limited coverage and cut you off for months. T-Mobile and Orange have poor coverage (and by association 3 Mobile). Apart from Vodafone not much left!

How is it outside your house compared to in your house.

Hi

Not much differance outside the house to be honest. It has been suggested that a black spot has crept up. I have had no issues with signal until the middle of January this year.

Silk

This is starting to get out of hand :rotfl:

gjchester wrote: »

The OP bought through p4u any policy TM may have may be for direct customers only. Nothing can override statutory rights but this return is not under a staturory right, so can be voided by the p4u contract.

Regardless of what T Mobiles policy is with P4U we are only interested in the policy regarding coverage as that is the issue.
The T Mobile policy is that they will cancel a contract up to 7 days if it is a coverage issue.

gjchester wrote: »

Thres no point emailing or talking to TM, they were not the retailer it was P4U. Even trying to cancel it via TM is a waste of time, only the retailer can do that without any early termination fee's being charged.

Apart from the etiquette of keeping both parties up to speed the point of emailing T Mobile in this case is to cover the OP for the 7 day window.
At the end of the day should it become an issue that the out of time card is played it will be able to be proven that the request was made within the limit.

gjchester wrote: »

As stated "Phones4u does not operate a 14 day return period on Pay Monthly Contracts" therefore there is no return possible if they consider coverage to be adquate. Question is what is adqeuate?

Whilst shop T&C's are different to online T&C's the fact remains that if coverage is an issue on a new contract then the customer is able to return and cancel the contract.
In this case T mobile have stated that according to the OP's postcode it's non existant and as such the coverage is not adequate.

Jonno71 wrote: »

I did speak with T-Mobile about cancelling, but they said I need to take it up with Phones4U as I had the package with them.

This is quite true as P4U are acting as your agent and is the correct way to proceed ....however should communications fall apart at the end of the day your contract is with T Mobile as they are the supplier of the service to you and it may be required to go direct to them but most certainly you need to try and do it through P4U

Jonno71 wrote: »

Hi

Not much differance outside the house to be honest. It has been suggested that a black spot has crept up. I have had no issues with signal until the middle of January this year.

As flyingscot has just pointed out your options for a provider are becoming thin on the ground.
The only thing you can do is try all the various sims in a phone that works ok on a payg basis and see which comes out best.
When you find the best one look at a contract.

I'm wondering whether you have got a 3g signal problem and 2g is ok ? so have you tried turning off 3g not that that would solve the problem to any great satisfaction :rotfl:

As for the phone problem the Desire great phone though it is does have short battery life as do a lot of smart phones and is always a major complaint esp to first time users.
Whilst yours seems to be very short most seem to improve after 3/4 charges and people seem to be able to improve the life by figuring out which apps to turn off etc etc

gjchester

Silk wrote: »

This is starting to get out of hand :rotfl:


Regardless of what T Mobiles policy is with P4U we are only interested in the policy regarding coverage as that is the issue.
The T Mobile policy is that they will cancel a contract up to 7 days if it is a coverage issue.

Sorry have to disagreee with you there.

P4U is the retailer, the OP has no relationship with TM so TM's policies are not relevent. Unless it's a statutary right P4U's retail terms can override anything TM set.

As I said if the P4U T&C say the OP has 14 days for no coverage thats the only lever you have.

Silk

gjchester wrote: »

Sorry have to disagreee with you there.

In that case we will have to agree to disagree :rotfl:

gjchester wrote: »

P4U is the retailer, the OP has no relationship with TM so TM's policies are not relevent. Unless it's a statutary right P4U's retail terms can override anything TM set.

The relationship is that P4U are acting as agent and the OP has become a client of TM.
The OP is financilly obligated to TM in the same way that TM are obligated to provide a service etc
It works the same way as in my well documented case on here when I cancelled the O2 contract when mobiles.co.uk failed to do so

As stated earlier in the thread P4U's T&C's state.......
"Cancellation is subject to network provider approval" and TM's say they will approve within a 7 day window in which case ensuring this window is met keeps the door open.
Most 3rd party sellers T&C's vary depending on the network chosen which would vary the window ie O2 give 14 days Virgin 28 days etc etc but in the case of Virgin P4U would play their 14 day card using their T&C's

Jonno71

I have missed that 7 day deadline, so I'm aiming for the stores 14 days as printed in the contract. One thing I have noticed is that in the T&C, each section of the contract drawn up by P4U has a box which the stores ticks to (I guess) honor, and the Refunds & Exchange is ticked by pen by the store. They have it in writting, so I cannot see how they could possibly try and get out of that (now doubt they will). I was going to go into the store today but I am laid up in bed ill.

The small print also states returns on faulty products within 28 days for a like-for-like exchange.

Jonno71

As I have up to 28 days to take the handset back, I will give this new battery a couple of days of damn good charge and see if there is a differance. I understand that smartphones will drink the power quickly, but the first battery was draining very rapidly. If by Saturday the problem still exists, then it's the handset. I will ask them to swap for a same model handset.

With T-Mobile, I will ask the store to switch me over to another provider. If they reject that, I will use the terms as posted in this thread about supply of service and send a tracked letter of complaint to T-Mobile stating that requesting it to be terminated based on being mis-sold to me by P4U.

One other thing, as I went into the store and they sold me this package with a handset fee of £150 which I have paid for upfront already, as their website has the exact same deal but with a FREE handset, am I entitled to ask for that £150 back? The store made it out to me that without paying the £150 for the handset, I would be paying MORE than the £25.53, which is the exact same figure on their website which includes the handset.

gjchester

Jonno71 wrote: »

As I have up to 28 days to take the handset back, I will give this new battery a couple of days of damn good charge and see if there is a differance. I understand that smartphones will drink the power quickly, but the first battery was draining very rapidly. If by Saturday the problem still exists, then it's the handset. I will ask them to swap for a same model handset..

In normal use the phone only polls the network every so often. If you in a poor signal area, then when the phone drops off the network it will try and reconnect immediatly, this burst of radio (the static you hear if you leave a phone near a card radio) occurs more often and so uses more juice.
Your battery life may be fine in a normal area, it's just the constant re-aquiring that taking it's toll. on battery life.

That said you mentioned 30 minute battery life after a charge, which clearly is wrong.

Jonno71 wrote: »

With T-Mobile, I will ask the store to switch me over to another provider. If they reject that, I will use the terms as posted in this thread about supply of service and send a tracked letter of complaint to T-Mobile stating that requesting it to be terminated based on being mis-sold to me by P4U.

I know Silk and I differ in if this is viable as you have no commercail relationship with TM, but best of luck, as I said I think it will be an uphill battle.

Jonno71 wrote: »

One other thing, as I went into the store and they sold me this package with a handset fee of £150 which I have paid for upfront already, as their website has the exact same deal but with a FREE handset, am I entitled to ask for that £150 back? The store made it out to me that without paying the £150 for the handset, I would be paying MORE than the £25.53, which is the exact same figure on their website which includes the handset.

If you get to cancel the contract you should get this back but web site and bricks and mortar stores often differ in prices. You got the device there and then (and yes with hindsight online would have been better as the DSR would let you return it without this hassle) whereas if you ordered it online it may be a few days to get to you.

Jonno71

I have come to the end of my tether with this now. I almost threw the damn thing in the bin tonight. The phone is on it's 4th charge TODAY (this is costing me). I spent more time TRYING to get online than being online today, tonight being the worst it's ever been. Lost signal now end of times, it's getting past a joke.

I think it would be best if I went back to the shop, demand they have it back, including the contract, no replacement, cancel contract, get money back. And if they start getting shirty with me, pull them up on their sales techniques and I will contact the head office and take the matter up with them directly, but firmly demand they cancel and refund. There is NO WAY I could hack this for the next 2 years.

There are somethings about the stores selling techniques that I have not mentioned here which I strongly feel was a polite bullying method.

coolesticeking

Jonno71 wrote: »

I have come to the end of my tether with this now. I almost threw the damn thing in the bin tonight. The phone is on it's 4th charge TODAY (this is costing me). I spent more time TRYING to get online than being online today, tonight being the worst it's ever been. Lost signal now end of times, it's getting past a joke.

I think it would be best if I went back to the shop, demand they have it back, including the contract, no replacement, cancel contract, get money back. And if they start getting shirty with me, pull them up on their sales techniques and I will contact the head office and take the matter up with them directly, but firmly demand they cancel and refund. There is NO WAY I could hack this for the next 2 years.

There are somethings about the stores selling techniques that I have not mentioned here which I strongly feel was a polite bullying method.

Try this:
http://www.t-mobile.co.uk/service/contact-us/email/comments/

And then this:
T-Mobile Richard Moat, Chief Executive [EMAIL="richard.moat@t-mobile.co.uk"]richard.moat@t-mobile.co.uk[/EMAIL]