Phones4U - T-Mobile package (problem)

Jonno71

Just got off the phone with T-M who insist that P4U are the ONLY one's who can cancel this contract and they will not/cannot do it.

I explained that the 14 days store policy on returns was up tomorrow afternoon, and T-M say that I have to run a diagnostic on 5 seperate occasions over a 24 hour period which put me PAST tomorrow afternoon.

When I said they are passing the buck, they said "I suggest you go through the complaints procedure".

Unprofessional.

Silk

Jonno71 wrote: »

. 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.

This is what I was meaning about advising them via durable media in case you need to prove your case later

The problem with these companies is that they are only as good as the person you deal with and up to now they are conflicting each other.

The important thing however is that you have requested cancellation due to coverage within the time limits imposed and hopefully will be able to prove it .

You need to keep a log of all calls, dates, times, people you spoke to and a brief outline of each communication so that they can be referred to later. It's always important to do this so that you can demonstrate exactly what you have done to try and rectify the position.

As TM have suggested you put a complaint in If it was me I would be dropping the CEO an email with a brief outline of whats happened today and that you have not had a reply to the email you sent him.
I would also ask that someone from the executive office call you back to discuss the finer detail.

Idealy refer them to the phone call you received from them on the 19th saying a note had been attached to your account saying they agree to cancel and attach a copy of the automated reply you got proving you had complained prior to getting the call as it should highlite who was dealing with it.

Jonno71

I have sent Richard Moat (cheif ex) a 2nd email just now. . . .



Dear Richard Moat

I was forwarded on your contact address via the Martin Lewis website.

This email is in regards to the extremely poor nature of your company and the way your company T-Mobile have/are dealing with me as a customer. I am both shocked and sickened to the nature of the unfair treatment I am receiving.

On the 8th March 2011, I went into the branch of Phones 4 U in Wolverhampton, West Midlands. My initial intentions were to find a suitable replacement of a provider for my handset (iPhone 4) after spending 10 years with O2. I was informed by the store rep at Phones 4 U that a contract would be better suited for my needs than Pay As You Go (PAYG). Before making any further agreements, I made it clear to the sales rep to check my post coded area for any network problems. I was told T-Mobile was a good choice and that NO problems were discovered in that post coded area. Based upon this, I opted for the contract with T-Mobile. It was not until I got home to the contractual address that I found the T-Mobile service was below poor. From my contractual address, I have been only able to make one (1) phone call, the service is down, problems with internet, sending/receiving texts and phone calls from that contractual address. I contacted T-Mobile on the 15th March to make a complaint about lack of service due to the above. After almost 30 minutes of changing settings on the handset, it was established there was a problem with the service. I was asked to go into the nearest T-Mobile store and have the sim card checked. I went into town, called into a T-Mobile and had the shop staff to check the sim card, which turned out to be perfectly fine and working. I called back into the Phones 4 U store and made a complaint about the T-Mobile service. While in store, I contacted T-Mobile, explained the situation and they gave me an Orange Booster. This, however, has made no difference at the contractual address.

Again I contacted T-Mobile to check the post coded area. I was informed by T-Mobile that and I quote “almost non existence” in that area for service. The T-Mobile website area post code for service shows the areas covered by service from T-Mobile. The map differs from the one I was shown in the Phones 4 U store, which in store it stated good to very good.

Again I logged a complaint via the complaints procedure page at http://www.t-mobile.co.uk/service/contact-us/email/comments/ on the 17th March. I received within minutes a email confirmation followed within the hour by a telephone call from T-Mobile. I expressed I wanted to terminate the contract due to T-Mobile being unable to supply me service to the contractual address. I was informed by T-Mobile that the Phones 4 U store would have to deal with the contract cancellation and that T-Mobile would contact Phones 4 U and put it through. I was told during that telephone conversation that T-Mobile would contact me again ASAP regarding this issue. After receiving no phone call, I contacted T-Mobile again on Saturday the 19th March and was informed again by T-Mobile that a request had been put through for a cancellation, a note attached to my account, and that T-Mobile would telephone me first thing on Monday morning, the 21st March. I was also told that any problems would be from Phones 4 U and that I should and I quote “get Phones 4 U to contact T-Mobile for confirmation”.

As of today, the 21st March, I have received no phone call from T-Mobile. I went into the Phones 4 U store in Wolverhampton today (21st March) after being told during the telephone conversation with T-Mobile on the 19th March that Phones 4 U will terminate the contract and with me returning the handset for a full refund based upon Phones 4 U store policy of 14 days returns/refund in which this expires tomorrow afternoon (22nd March). While in store, Phones 4 U agreed to a refund based on the contract termination from T-Mobile. Phones 4 U contacted T-Mobile and spoke with them on my behalf. We were told that I had not made any complaints about the service (or lack of) and that cancellation would be down to the Phones 4 U head office and again based on a full diagnostic from T-Mobile at my contractual address. T-Mobile state that the diagnostic on the 15th March was NOT a full diagnostic and so is NOT valid.

I am extremely angry that T-Mobile, despite my complaints, states that I have made NO complaints, even though I made them via telephone conversation and via the complaints procedure via the link I posted above and with T-Mobile acknowledging them. I am angrier at being made out to be a liar, something I take deep offense too. It is one thing paying a £25.00 contract per month, but it’s another when I have no service and then when I complain, it is ignored then myself as a customer is referred too as lying about said complaints.

Again, Phones 4 U based on what T-Mobile had stated today on the 21st March, to go back home and contact T-Mobile to perform a diagnostics while at the contractual address. Back home I telephoned T-Mobile to ask them to carry out a full diagnostic. I was informed that it was I who would have to carry out a 24 hour diagnostic, make note of the times and contact T-Mobile back AFTER 24 hours. This takes me past the 14 day deadline set by Phones 4 U for a return/refund. I brought up the cancellation and again I was informed by T-Mobile that only Phones 4 U can do this. When I stated that I was being passed from pillar to post (or passing the buck), the rep from T-Mobile stated that I should “I suggest you go through the complaints procedure”. This is insulting to say the least.

T-Mobile is failing to not only supply me a service in which I am paying for, but also to recognise and fully assist and help it’s customers, and certainly a new one with issues with the poor service. I do not appreciate being treated in this manner and I can clearly see that T-Mobile wish to keep me in this 24 month contract, regardless of if a service is supplied or not.

I have had to tolerate the sheer incompetence of T-Mobile during these past 13 days, not only with service, but also with customer support. I have gone through the correct channels and procedures, been insulted along the way and lied too by T-Mobile. I have sent you this email with the hope that this can be resolved correctly and amicably before I take the matter further with the media such as tabloids, radio, television, watchdogs, and the telecommunications ombudsmen and Offcom.

As you can see from this email, I am very unhappy and deeply distressed by the actions of T-Mobile. I went with Phones 4 U and T-Mobile with the hope that I would receive a full service which I was promised. I did not expect this, which is causing me considerably grief. My mobile device was to connect me with the outside world due to my disability. Shame I have had to spend most of my time sorting this out and travelling over 6 miles to sort this out with store staff at Phones 4 U, specially when I have difficulty in travelling due to my disability.

I hope to hear from you or someone at T-Mobile who will take this matter seriously enough to resolves this issue and put an end to it instead of passing the buck, so to speak.

Account holder: ***************
Account Number: *************

Regards
Mr *************

Jonno71

No reply from T-Mobile. They have gone quiet.

Jonno71

Just got off the phone with Technical support at T-M, who were actually very helpful. They state that only P4U can cancel the contract under the stores 14 days returns. The agreement is with P4U with only T-M supplying the network. T-M have run a diagnostics, state there is poor service in that area, pinned a note to my account stating this, and called the P4U store and told them that P4U are the ONLY one's who can cancel the contract.

Back to the store I go.

Jonno71

Finally, at last, it's all been sorted. The contract has been cancelled, handset returned and refunded. Phones4U saw the error of their ways, apologised after I told them face to face that they purposely mis-sold me the contract and continued to mis-lead me by trying to push me past the 14 day return policy to make a commission.

I want to thank everyone in this thread who has helped and advised.

Thank you

Jon

Jonno71

And still it continues. . . .

I have received a phone call this morning from T-Mobile asking if everything went OK on Tuesday with the return of the handset back to Phones 4 U. They have just told me that P4U have NOT cancelled the contract (as of todays date), yet I have a receipt from P4U that states otherwise.

aggi

it takes time for p4u to cancell, has to go through head office, may even take 2 weeks. as you got your refund receipt you are safe. i would ring t mobile in month time and ccheck on safe side though

Jonno71

aggi wrote: »

it takes time for p4u to cancell, has to go through head office, may even take 2 weeks. as you got your refund receipt you are safe. i would ring t mobile in month time and ccheck on safe side though

Exactly what I thought. I told T-Mobile it was cancelled and that I have a receipt to prove it. I also told them to take the matter up with P4U. It has nothing to do with me anymore. I returned handset, had contract terminted and have documents to prove it.