A complete mess with TMobile

warehouse

My 2 year contract with TMobile is up later this month, so I spoke to them and upgraded to an IPhone 3GS on their £15 per month plan. All good so far.

They sent the phone by post promising it would be here Saturday morning. So far the phone is still not here and my 2 calls to TMobile have just led to them asking me to wait. I just asked them if I can take up the option of changing my mind, (7 day cooling off period), and they told me this only applies after the phone is delivered!

Is that right? What if the phone is lost/stolen, that could be 15 working days couldn't it?

daleski75

When I was with t-mobile a while ago the same thing happened to me and the CS said the same thing as I was worried it would be lost or stolen when it did not turn up when they stated however the phone did turn up a few days later and all was good.

The 7 day cooling off period would only start from when you get the phone as otherwise your 7 day period would run out at the same time you could potentially get the phone

Buzby

Non delivery of the handset means non-confirmation of the contract, so the clock never starts. The safest way if you have changed your mind, in NOT to accept the package so that it returned marked 'Refused' this saves you paying for the return yourself, and effectively terminated the new contract, but COULD reactivate your old one, so make sure you WRITE to T-Mobile, confirming your rejection and asking them to confirm your obligations to them have ceased.

grumbler

There is no cooling off period for upgrades unless T-mobile's internal policy says otherwise.

daleski75

grumbler wrote: »

There is no cooling off period for upgrades unless T-mobile's internal policy says otherwise.

I beg to differ it clearly states upgrades and renewals are also subject to a 7 day cooling off period.

http://www.t-mobile.co.uk/common/returns_policy.html

warehouse

grumbler wrote: »

There is no cooling off period for upgrades unless T-mobile's internal policy says otherwise.

I was told very clearly when I spoke to them last week that I had a 7 day grace period if I wanted to change my mind.

warehouse

Still no phone, still no help whatsoever from TMobile about next steps. Right now I'm stuck between a rock and a hard place and neither seems to give a ****.

What I can't understand is why did TMobile use royal mail tracked? Why not special delivery, courier, pidgeon, anything but. They are just telling me to wait, yet it was due last Saturday and is obviously lost.

Is there any common sense within TMobile customer services?
"Yes Sir, accept our apologies and get down the nearest shop to pick one up. When yours arrives just reject the delivery."
Would that be too difficult?

daleski75

I would ask T-Mobile how long would it take before they say err ok it is missing and then offer you a new phone in replacement for the one you never got also did you get any kind of tracking number?

warehouse

daleski75 wrote: »

I would ask T-Mobile how long would it take before they say err ok it is missing and then offer you a new phone in replacement for the one you never got also did you get any kind of tracking number?

Yes I have a tracking number, the status hasn't changed since last week when it said "waiting at distribution centre".

Jay83

Have you received your phone yet? if not I would just keep calling them until they send out a new phone or at least do something to resolve this.

Sorry to crash your thread but just wanted to ask, because you been a loyal customer to them did they increase your mins and tx allowance on that plan for you?

dodger148

I think tmobile think its clever to give incorrect information out,, earlier this week I obtained a pac for my wifes phone due to change her number today.
Got a text from the new provider saying the pac didnt equate to the phone number. Phoned tmobile back and they said i had the wrong pac and gave me another. They may think its funny but I think its bad practice and shoddy service
I am not deaf and used to getting these pac and macs' so i didnt mishear