T-Mobile flaunting the law

iamozy

I never needed to use the Dongle but as a live in carer, I travel the country and need access to the Internet. While in Hertfordshire, I had no access to Internet so I went to Orange shop in the plaza in High street in Hemel Hampstead. I informed the salesman that I have never used the Dongle but it will be for use on and off. I was looking for pay as you go and he told me that I could use the credit within 6 months. I bought the credit for £15. When I arrived home and tried I could not connect to the Internet, as it required a booster. I used the Tmobile sim to ring T-mobile support. It cost 5p a minute and I was told that I need a booster for £15 per month. The customer services guy knew that I had £30 on my mobile but insisted that it has to be done. I was livid. He advised me to return the mobile as I have 7 days to return, as I was not provided with this info.

Within two days I was back in the shop and I was told that it has never happened before. After ringing the T mobile customer services, we waited for 10 minutes. I asked for refund but was declined. I was then taken to the T-Mobile shop and the salesman confirmed that a booster was needed. He then stated that I already had credit so no more money was needed but it needed to be activated. In the meantime I was getting angry as the salesman who had sold me the Dongle kept lying. I requested a refund but was declined so I left it with them and threatened to let the world know. I came back to the orange shop and asked for the salesman's name but no reply forthcoming, I told a customer that whatever he is buying from the shop, if it was I, I would not. In the end when the salesman returned, he gave his name as Nick but would not give me a refund as advised by their customer services on the phone. Allegedly, they all have different policies not that I was told. I told them that they have not learnt anything from Banking Fiasco and going in the same direction. He threatened to call security, I told him to do so as I was neither abusive, nor aggressive. After three repeat tries to confirm his full name, I left. I am trying to contact trading standards but with 0844 number from a mobile phone, I would be paying the same price. I left the Dongle in the shop.

I am aghast and ashamed for this country as the people selling are British and they have no moral or ethical values. I would be grateful if anyone has any advice as I will be complaining to T-Mobile and see what happens. I want the newspapers and consumer organisations to know what is happening out there.

While writing this, I am still furious.

DUTR

It sounds like you misunderstood the deal that was being offered.

Guys_Dad

Orange shop? T-mobile sim? Credit on which?

Sorry, but your post is most unclear and I suspect DUTR is right.

pooch

Misleading thread title alert

antrobus

pooch wrote: »

Misleading thread title alert

Yes indeed. To 'flaunt' is to ostentatiously display. I think the OP meant to say flouting the law, as in to show contempt for.

Other than that, I can't really make head nor tail of the OP's complaint so I can't really decide whether flouting or flaunting is actually the most accurate.

iamozy

Well. Thanks for all the feedback. I purchased a dongle from Orange shop with credit of £15 to be used over six months period. When I went to return it as advised by the Customer services team on the phone, I was informed that T- mobile and orange have merged and it has been a full year since the merger hence they can sell T-mobile products in Orange shops. Flaunting or flouting, you decide. When the shop refuse to refund against their own customer services advice stating that they can not accept the advice given to me by their own team, what does it says about the company and what about statutory rights. I hope that this is clear.
My complaints is in two parts.
1. I was sold something with misleading advice that I can use the credit on dongle within six months and was told that I would need to connect it and it will work however when it did not work and I rang the support team, I was told that I will need to pay £15 a month for a booster. confused? so was I.
2. I am well within my statutory rights to return the item, if I am not satisfied and they refused.
I hope that it makes it clear.

thatsean

I can't comment on point 1, but where did you get the idea that you have a legal right to return an unwanted product?

TakeThis

You are getting things mixed up.

What modem do you have exactly? T-Mobile or Orange?

Did you buy one of these?

Guys_Dad

Still as clear as mud.