Complaint

S_Taylor_3

Hi
Is there an ombudsman to make a complaint about a mobile phone issue?

Story to date: I received my new phone in march 2015 and followed the instructions to download my info from old phone to new phone. As I was at home and the phone was new, it prompted me to add my home broadband code. ThereforeI was using my broadband NOT data. Long story but to cut it short, I was charged for data usage (an extra £70) I argued my case, they picked up the phone, to sort and I got it back with a letter stating the fault had been fixed. Therefore I feel I should not have to pay for the fault (£70). I have phoned them several times, been passed from department to department, they have offered me £30 back but I feel I was their fault. I was also initially told to wait till my bill came in to make a complaint, which I did only to be told i was outwith the return policy 14 days. As buy this time I had lost faith in the phone.

How do I take my complaint further? I have emailed, called and alway tell them if they want me to call after 4:15pm as I'm working. They call back (once) but it's always earlier and then I'm back to square one. I'm very frustrated, and feel they think I will just go away, but I'm not prepared to do so.

The company are utility warehouse and I have my home phone, broadband, gas & electric as well as my mobile phone through them. I have said I will move companies, but truthfully it's such a thought to move everything.

Please help

S Taylor

JJ_Egan

Write a letter in ink headed complaint to the vendor .


(add my home broadband code)

Do you mean wifi ??

Any smartphone will use either mobile network data or wifi .Its the users choice as to which they are using at any time .
This has to be your fault so i would take the £30 as i believe their was no fault just you not understanding how to use the product .

What is the £70 for you say data and in the next sentence for repair .

Jon_01

Also it's fine entering your own wifi password but what happens when you're away from home?

Unless you've explicitly set the phone up not to use mobile data when it can't find your wifi it'll just switch to mobile data. Even if you're not using the phone the background tasks will be using data (again, unless you've set them up not to).

SnowTiger

Likely to be user error.

However, OP seems to have a letter confirming the fault was fixed. I would take as an admission there was a fault with the phone.

As JJ Egan mentioned: send a written complaint.

forgotmyname

I had an issue with the wifes phone, she got a new Nokia from Voda and because the plan did not have any data allowance and she was unlikely to need any i deleted or disabled all the data settings.

It would only connect to the internet via the home wifi.

3 months after having the phone it started to connect to the internet, the first time was at 3 or 4am when she would have been in bed.

I took the phone to the shop an d got the look another user who failed to set it up properly. after a few minutes they were puzzled and had to take it through the back for the brainy tech.
They were stumped also and rather than have to keep refunding the charge they added some data for free.

It would constantly try to connect for a few minutes then pause then repeat then nothing for a while and repeat.

The only explanation they could give was it had done an update and connected to the vodafone 360 service but it was not a vodafone 360 enabled device.

It always used some data after that, even with the settings deleted.

JJ_Egan

Difficult as OP has not been back yet .
Puzzling as complaint is
They used their own broadband but usage incurred overuse charges circa £70.( users fault )
The phone fault was fixed but has to pay for the fault £70 . I am guessing that this was not a fault charge but the excess broadband charge .
All the repair was probably turn wifi off .

Unless their was an actual hardware fault then its simply the OP does not know how to use the product .Cannot be the vendors fault that OP used A in stead of B when both are the users responsibility .