Phones4U - T-Mobile package (problem)

Jonno71

coolesticeking wrote: »

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]

Thank you

Complaint message sent to complaints along with an email to Richard Moat.

Jonno71

coolesticeking wrote: »

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]

A big thank you David. Not long after sending the complaint email, T-Mobile rang me to say they will speak with Phones4U about cancelling. I have to wait for T-M to get back in touch with me which they promised will be ASAP.

Jonno71

T-Mobile rang me this afternoon to say that it was all clear (with them) to cancel. A note had been attached to my account and all I need to do is call in Phones4U on Monday and return the phone and the contract will be cancelled. They said if Phones4U decide to play their face, get them to ring T-Mobile and T-M will put them straight.

MissKeith

Jonno71 wrote: »

T-Mobile rang me this afternoon to say that it was all clear (with them) to cancel. A note had been attached to my account and all I need to do is call in Phones4U on Monday and return the phone and the contract will be cancelled. They said if Phones4U decide to play their face, get them to ring T-Mobile and T-M will put them straight.

I HATE when T-mobile does this to me, it's not down to them to tell another retailer to do a return. Are you still within 14 days? If P4u t & c state the returns policies clearly, you need to follow that as they are the retailer and those are the terms you signed under, not the networks retailers. With the company I work for, our says right at the top of the contract that T-mobile do not offer a 14 day return through us but they sometimes give this exact same poor advise and all it does is create a bad customer experience. We have a 14 day no coverage guarantee so this wouldn't apply now but it's infuriating when they do this for other reasons.

Jonno71

MissKeith wrote: »

I HATE when T-mobile does this to me, it's not down to them to tell another retailer to do a return. Are you still within 14 days? If P4u t & c state the returns policies clearly, you need to follow that as they are the retailer and those are the terms you signed under, not the networks retailers. With the company I work for, our says right at the top of the contract that T-mobile do not offer a 14 day return through us but they sometimes give this exact same poor advise and all it does is create a bad customer experience. We have a 14 day no coverage guarantee so this wouldn't apply now but it's infuriating when they do this for other reasons.

The P4U contract has 14 days to return, this 14 day will be on Tuesday. I will be going into the store tomorrow (13th day). T-M state they are excepting the cancellation due to no being able to supply me the service.

Silk

MissKeith wrote: »

I HATE when T-mobile does this to me, it's not down to them to tell another retailer to do a return

Hi MissKeith,
This is always a problem with 3rd party retailers ...at the end of the day the contract is between the customer and the provider through a 3rd party and the provider always has the final say as to who has/what happens to the service contract.
All that a 3rd party retailer is doing is acting as an agent selling a service contract on behalf of a service provider. If the provider cannot or does not wish to supply that service then the 3rd party cannot overide that instruction.
The 3rd party does not provide the service they only provide the platform in which to negotiate a contract.
The provider pays the 3rd party's wages on a commision basis on the contracts they sell.

MissKeith wrote: »

Are you still within 14 days? If P4u t & c state the returns policies clearly, you need to follow that as they are the retailer and those are the terms you signed under, not the networks retailers.

As stated earlier in the thread the P4U T&C's was 14 days to return however it was subject to network aproval , which was the point I was making about the network calls the shots

All that has happened here is that the OP, as advised, has sought the aproval of the network before the 7 day window that the network imposes to cancel closes.

MissKeith wrote: »

With the company I work for, our says right at the top of the contract that T-mobile do not offer a 14 day return through us

So what window does your company give for returns as far as TM are concerned ? is it the same 7 day one that TM quote in their T&C's ?

Which leads me to another point because you say .....

MissKeith wrote: »

With the company I work for, our says right at the top of the contract that T-mobile do not offer a 14 day return through us but they sometimes give this exact same poor advise and all it does is create a bad customer experience. We have a 14 day no coverage guarantee

So if the customer takes out a TM contract through you which statement is he supposed to take notice of ...the one that says no return or the one that says you can ???

MissKeith

Silk wrote: »

Hi MissKeith,
This is always a problem with 3rd party retailers ...at the end of the day the contract is between the customer and the provider through a 3rd party and the provider always has the final say as to who has/what happens to the service contract.
All that a 3rd party retailer is doing is acting as an agent selling a service contract on behalf of a service provider. If the provider cannot or does not wish to supply that service then the 3rd party cannot overide that instruction.
The 3rd party does not provide the service they only provide the platform in which to negotiate a contract.
The provider pays the 3rd party's wages on a commision basis on the contracts they sell.

As stated earlier in the thread the P4U T&C's was 14 days to return however it was subject to network aproval , which was the point I was making about the network calls the shots

All that has happened here is that the OP, as advised, has sought the aproval of the network before the 7 day window that the network imposes to cancel closes.


So what window does your company give for returns as far as TM are concerned ? is it the same 7 day one that TM quote in their T&C's ?

Which leads me to another point because you say .....

So if the customer takes out a TM contract through you which statement is he supposed to take notice of ...the one that says no return or the one that says you can ???

My company do not offer a change of mind cancellation with T-mobile when bought in store at all. However, we will cancel within 14 days for no coverage as goodwill. But I believe T-mobile's terms and conditions are different to ours which is where the misinformation comes from. As far as I am concerned, if the customer signs up to our t & c, that is what they are bound by. I assume the provider has to agree to the terms otherwise we would not be able to sell on their behalf?

Silk

MissKeith wrote: »

My company do not offer a change of mind cancellation

But this whole thread is not about changing one's mind ...The OP was complaining of no coverage along with battery issues ???

P4U told the OP that the coverage was good TM told the OP that it was non existant

MissKeith wrote: »

But I believe T-mobile's terms and conditions are different to ours

Yes probably which is why you will probably have different terms for different networks.

MissKeith wrote: »

I assume the provider has to agree to the terms otherwise we would not be able to sell on their behalf?

It works the opposite way ...your company has to agree to the providers T&C's hence the provider has the final word.
A company can increase the consumers rights at their discretion and expence but they can't remove any as that would be deemed unfair.

diamonds

T-Mob can give you service with sister company Orange on a Orange branded Desire HD - a application called Kineto Smart-wifi routes calls, texts and data over wifi

Jonno71

It's going from bad to worse . . . . coutesy of T-Mobile.

Firstly, T-M who promised they would call me first thing this morning, never rang me. I went into the P4U shop in Wolverhampton and explained. They said they see no problems, but it is down to T-M. In the shop both myself and P4U spoke with T-M. The one department of T-M who deal with cancellations stated that I never made any complaint, even though they did have transcripts of the calls I made (and I have a recording I made of the conversation on my iPhone) and their transcripts have nothing logged as a complaint about the internet, texts or calls. AND nothing regarding the email I sent them via their customer complaints, even though I had a automated email reply within minutes of sending AND a phone call from the complaints department of T-M within an hour of me making the email complaint.

T-M advised that they will NOT do anything such as cancellation based on my evidence. They stated the diagnostic they carried out on the 15th March was NOT a full diagnostic and that they would ONLY consider a cancellation if the diagnostic was in full. They have asked I go home (which I am) and to contact them again (which I will shortly) for them to make a full diagnostic.

The P4U store manager has agreed that the store itself was to blame for the mis-sold contract. They also state that the sales rep who took the sale had filed the wrong mobile sim number, it shows on the contract, which also caused problems this morning in the store. But the manager and the sales rep had agreed that the sales rep HAD put the wrong sim card info down on the contract. However, firstly, this resulted in T-M stating the sim card had been switched by myself, hence why their service is not working properly (work that one out).

Now I have to ring T-M, run a diagnostic, get them to confirm AGAIN there is a problem then return back to the store before tomorrow mid afternoon. After tomorrow afternoon, the 14 day returns for the store has expired.