Leaving T-mobile. Can't talk to someone

sebtomato

Well, I will try again this week, but if I have to spend 3 or 4 hours on the phone waiting to talk to someone, and there are no other options to get a PAC code, they are going to have to compensate for my time, as it's not acceptable not being able to talk to a PHONE company!

I am not sure why the stupid iPhone launch would mean the retention team being flooded with calls. I think lots of people are just leaving useless T-mobile.

Regarding the collapse of Phone 4U, and people not getting their iPhone, apparently only 130 paid for one and won't get it. Carphone Warehouse has said that they will get people a refund, but it's really a fairly cheap marketing stunt given the small number. And to be honest, only 130 ordering an iPhone 6 ahead of the launch from a major phone retailer? Not really inline with Apple's numbers. Hmm, something is not quite matching.

Since I bought an iPad in December, which had been out of stock everywhere since July, and realised that it had been built in July, I do believe they are making up their numbers, and surely constraining the stock sent to shops to make some buzz.

Wayne3765

I tried for a few days before I finally got through and I also registered a complaint online on 24/09

I had an auto response back from the complaint that said

Your complaint will now be assigned to one of our complaint handling teams who will investigate. Depending on the nature of your complaint, they may need to contact you for more information. We try to respond to all complaints within 72 hours.

It seems they are not trying hard enough or more likely just don't care as it's now well over 72 hours and I've not heard a peep from them.

Shocking way to treat customers , somebody should be looking into the fact you can only give notice over the phone but you cannot get through to do this.

sebtomato

Tried again tonight, for the fourth time since Saturday. Another 45 min on hold, having to listen to that terrible music (and saturated on top of it).

It's basically not possible to talk to that company, and therefore request a PAC code or any other changes.

gycraig_2

sebtomato wrote: »

Well, I will try again this week, but if I have to spend 3 or 4 hours on the phone waiting to talk to someone, and there are no other options to get a PAC code, they are going to have to compensate for my time, as it's not acceptable not being able to talk to a PHONE company!

I am not sure why the stupid iPhone launch would mean the retention team being flooded with calls. I think lots of people are just leaving useless T-mobile.

Regarding the collapse of Phone 4U, and people not getting their iPhone, apparently only 130 paid for one and won't get it. Carphone Warehouse has said that they will get people a refund, but it's really a fairly cheap marketing stunt given the small number. And to be honest, only 130 ordering an iPhone 6 ahead of the launch from a major phone retailer? Not really inline with Apple's numbers. Hmm, something is not quite matching.

Since I bought an iPad in December, which had been out of stock everywhere since July, and realised that it had been built in July, I do believe they are making up their numbers, and surely constraining the stock sent to shops to make some buzz.

my store alone at cpw had 20 preorders ready to be collected on launch day.

Techhead_2

Wayne3765 wrote: »

I tried for a few days before I finally got through and I also registered a complaint online on 24/09

I had an auto response back from the complaint that said


It seems they are not trying hard enough or more likely just don't care as it's now well over 72 hours and I've not heard a peep from them.

Shocking way to treat customers , somebody should be looking into the fact you can only give notice over the phone but you cannot get through to do this.

I raised a complaint with them on 13/09, still haven't had a response. It seems the poor attitude to customers must come from the very top.

sebtomato

complaints@everythingeverywhere.co.uk does not work anymore, emails are bouncing...

macman

sebtomato wrote: »

complaints@everythingeverywhere.co.uk does not work anymore, emails are bouncing...

Presumably because that Inbox is full...:rotfl:

mobilejunkie

Call CISAS and ask them for a current complaints email address - that's who gave me the address above in the first place. I only used it (twice) to show CISAS I'd complained 8 weeks earlier, since they ignore complaints however you make them.

sebtomato

Made another two calls today:

* this morning,at around 9am. Spoke to someone very quickly (maybe 5 min wait), but then got disconnected when she transferred me to the retention team
* tried again this afternoon, on hold for 60 min without talking to anyone

Total waiting time since Saturday is now 4 hours, without being able to talk to the team providing PAC codes...

Looks like their email address for complaints has been converted to a web form.

sebtomato

I have now waited 5 hours on various calls, and still without being able to talk to the retention team or get a PAC code.

Saturday 6pm 45 min
Sunday 11am 45 min
Sunday 5pm 45 min
Monday 8pm 60 min
Tuesday 09:00 spoke to someone fairly quickly (5 min), but then got disconnected while she transfered to the retention dep Tuesday 14:00 40 min
Wednesday (today) 14:00 60 min

In term of giving them notice, I have completed the online complaint form, so that they have received the notice in writing at least 30 days before the end of the contract. I will cancel my direct debit once the 12th month is paid.

If I don't get a PAC code before my account is terminated, I will seek compensation from them for losing the number (can go to small claim court).

Regardless, I am going to seek compensation from them for the 5 hours lost.

What a terrible customer experience. I guess that explains why the retention team is flooded with calls...