Mobile lost by courier - Tmobile won't send another one!

I4bargains

I ordered my new phone (Iphone 4S) on 18 December. Been so looking forward to getting new phone as my Samsung phone hasn't worked properly since I got it and has been in for repair twice!

Anyway they didn't have any in stock in the shop so had to order on the phone through tmobile. 3 weeks later (a sunday) still hadn't received the phone or heard anything about it. Rang Tmobile and was told it had been sent by the courier on the Wednesday. Got tracking number then found they had attempted delivery on the Thursday. No card through the door! Anyway.. after spending the whole Monday morning on the phone between courier and tmobile it seems the phone has been lost - hmmm(!!) and they don't know where it is. It is now 11 days after that time and tmobile still won't send me another phone! Is this normal? They say they are investigating the matter. Nothing I say or do seems to get anywhere!! I feel like I am never going to get this phone. Been on the phone to them so many times and sometimes in tears - just don't know what to do anymore.

To make it even worse they are now charging me for the iphone (which is double the tariff I was on) and I don't even have the phone!

Is it normal that I should be waiting while they investigate with the couriers as to where it is?

Gordon_Hose

I'd call them up tell them you'll be cancelling your direct debit until such a time that their investigations are complete. Make sure the agent makes a note of it all on your account, ask them to specifically take note of what you're saying.

Have you tried calling the couriers yourself to see what's happened?

I'd be on the phone to them everyday during their investigation asking for an update.

grumbler

a) Cancel [STRIKE]everything[/STRIKE] the order and demand a full refund for everything
OR
b) Keep waiting until phone arrives and demand a refund for all payments taken while you wait.

Guys_Dad

grumbler wrote: »

a) Cancel everything and demand a full refund for everything
OR
b) Keep waiting until phone arrives and demand a refund for all payments taken while you wait.

I always worry about cancelling DD payments as, right or wrong, the "system" can go into "Computer says no" mode and your credit history gets bashed.

Letter to Chief Exec telling him simply that you have not received phone, attach a PDF of the "Sorry you were out" and tell him that you are being charged for something you clearly have not received. You want your payment returned, and a new handset pdq.

Should get best result.

grumbler

Guys_Dad wrote: »

I always worry about cancelling DD

My apologies for not being clear. I meant cancelling the order, not the DD.

I4bargains

Thanks for your advice.

I can't send a copy of 'sorry you were out card' cos they never left one. They probably never came here in the first place!!! I will ring them again tomorrow and also maybe write to the chief exec - I will see if I can find out who he is.

I think part of the problem is when i ring up I speak to a different person and have to tell my story from the beginning. Can be on the phone for ages and just don't seem to get anywhere. They keep telling me they are escalating it but still nothing seems to get resolved. i just want my phone!!

robbies_gal

ask to speak to a manager dont just tell the story to the forst person that you connect too

its up to them to prove it was delievered

chanz4

Ask for a POD from the carrier

DUTR

I4bargains wrote: »

I ordered my new phone (Iphone 4S) on 18 December. Been so looking forward to getting new phone as my Samsung phone hasn't worked properly since I got it and has been in for repair twice!

Anyway they didn't have any in stock in the shop so had to order on the phone through tmobile. 3 weeks later (a sunday) still hadn't received the phone or heard anything about it. Rang Tmobile and was told it had been sent by the courier on the Wednesday. Got tracking number then found they had attempted delivery on the Thursday. No card through the door! Anyway.. after spending the whole Monday morning on the phone between courier and tmobile it seems the phone has been lost - hmmm(!!) and they don't know where it is. It is now 11 days after that time and tmobile still won't send me another phone! Is this normal? They say they are investigating the matter. Nothing I say or do seems to get anywhere!! I feel like I am never going to get this phone. Been on the phone to them so many times and sometimes in tears - just don't know what to do anymore.

To make it even worse they are now charging me for the iphone (which is double the tariff I was on) and I don't even have the phone!

Is it normal that I should be waiting while they investigate with the couriers as to where it is?

Ok, let's cut to the chase, any theiving courier worth their salt is not going to steal an iphone 4s.
Yes the parcel can get lost and the supplier has to raise a claim with the courier before they can send a replacment or refund.
However as you have not recieved the handset to use then I 'm not sure how they can be charging you anything :eek:

esuhl

As I see it, you have placed an order for a new phone and airtime contract. T-mobile have failed to deliver it to you, so you cannot be deemed to have accepted the goods/service.

Therefore, I think you should be entitled to cancel your order without penalty under DSRs/SoGA.

You could then place a new order (if you want) and (if T-mobile accept it) then perhaps that will be the quickest way for you to resolve the problem.

malcolmffc

Legally it was T Mobile's responsibility to get the phone to you. As they have used a courier that has faile to deliver the phone to you try need to send you another at their cost.