T-Mobile are useless!!! need advice

morlandbanks

I want to END my contract with T mobile...Actually I want to END T-MOBILE...gggggrrrrrr

I got an upgrade last June. In October the phone wouldn't charge. Phoned them, they said take it to this T-mobile store in Town. Made the trip and they took it to be repaired. It can back. A week later it broke down with a different problem. They took it in to be repaired. 6 weeks later and after loads of calls they admitted they had lost the phone and gave us a new one. This one has stopped working too. They want to send it off to be repaired. NO WAY!!! I've had enough. It's a Nokia N70. I want a different phone. Don't care what it is - reconditioned, second hand, whatever. They said they won't do it. In the t-mobile store on the phone to t-mobile and the little squirt wouldn't let me speak to his supervisor!! Told him to stick the contract I'm going to cancel the D/D and they can take me to court for it.

My question? Am I screwed?

Any advice appreciated. x

superjaggybunnet

If you end the contract you will have to send them back the phone and everything that came with it then you are out of it. There may be a penalty in the small print of the contract though so it may cost you.

morlandbanks

superjaggybunnet wrote:

If you end the contract you will have to send them back the phone and everything that came with it then you are out of it. There may be a penalty in the small print of the contract though so it may cost you.

I would have to pay the remainder of the contract and return the equipment. But my argument is that they aren't providing the service I'm paying for.

superjaggybunnet

Write to them and tell them that. Write to a Customer Service or Marketing Director. The higher you go the more likely you will get what you are looking for. Tell them you are delighted with T-mobile service but the handset is letting them down, blah, blah and that you are willing to take a more basic, cheaper phone as a replacement. The nicer you are the more chance you have of getting what you want out of them. I think if you cancel your DD they will just harass you more.

richardjames73

I thought the phone did not form part of the contract? Thats why you were free to do whatever with the handset that is supplied to you under a contract, ie sell on ebay?

morlandbanks

A ray of hope - Spoke to my solicitor and she says thay are unreasonable to expect me to keep having the phone repaired and should replace it with another model.

I've called them, but the stupid girl in the shop just argued that it's not T-Mobile policy and that they CAN repair it again and again and that she's going to call her 'mate' who know all the law 'an' that' and she's going to call me back. For heavens sake. I'm dealing with idiots!!

I told her she might be better off speaking to her area manager and actually getting some proper advice. She even said she'll call the citizens advise centre and ask them!!

I've told her to get it authorised by tomorrow morning, when I'll be there to collect a different phone!

morlandbanks

richardjames73 wrote:

I thought the phone did not form part of the contract? Thats why you were free to do whatever with the handset that is supplied to you under a contract, ie sell on ebay?

The phone actually belongs to them and if I terminate the contract before the 12mth period ends, I have to return it and any othre equipment (charger) to them.

It's really the phone that's under question here. If you think of it as a TV, how many times should I reasonably expect them to be allowed to take away and repair my TV (and thus leave me without the equipment I've bought) before I decide enough is enough, the Toshiba (eg)is clearly rubish, let me have a bush(eg) instead.

I've said I'll take an old model/second hand/recon. I'm not asking for a new phone. My solicitor thinks I'm being reasonable anyway, so I at least FEEL justified, even if I don't actually get anywhere!!

espresso

morlandbanks wrote:

The phone actually belongs to them and if I terminate the contract before the 12mth period ends, I have to return it and any othre equipment (charger) to them.

I do not believe that the handset is part of the contract. It never has been with any contract that I have taken out. Nokia should sort out your problem under warranty, just use another cheap handset in the mean time.

morlandbanks

espresso wrote:

I do not believe that the handset is part of the contract. It never has been with any contract that I have taken out. Nokia should sort out your problem under warranty, just use another cheap handset in the mean time.

That's what they'd like me to do, but I don't have another cheap handset around to use!

Anyway, problem half solved, they're going to replace the phone with a different model. Only problem now is, they're insisting my husband (the contract holder) go to collect the phone. He's not able to get there until Saturday. It's so bloody annoying!! Why do people bother getting married in this country? It doesn't seem to mean anything legally!! If I hear one more person say 'data protection act' I'm going to scream!!!!!!!!!!!!!

morlandbanks

Thought I'd just update you all...Got a new phone.

T-Mobile had to relent in the end and they agreed to give me a brand new phone. Nokia 6233. Let's just hope this one's a bit better than the last one!