t-mobile upgrade problem

murphwiz

Other half went into local t-mobile shop in town to upgrade her phone.
Was talked into a samsung u600, this is a hateful phone, she or i couldn't get on with it..

No problem we thought, upgrade, so we pop back into shop after 6 days (earliest we could get in) to be told, tough, no exchanges on upgrades, you've not started a new contract, you've upgraded so no right to cancel...

Spoke to tmobile customer services, they say no right to cancel, but shops have individual discretion to swap upgrades...

She's happy to stay with tmobile, if she can swap to a phone she can actually use???

Any advise or ideas?

lawbunny

Hey, unfortunately T-Mobile do not offer any cooling off period for phones bought directly from T-Mobile stores (as opposed to those purchased via website/telesales where you are covered by Distance Selling Regulations).

The shops DO have individual discretion to exchange, but to be honest I have only ever rarely heard of this happening.

Best suggestion I can offer is e-mail [EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL] (include your telephone number, name, and password or address): just explain situation to them and see what they say.

murphwiz

Customer service reply today, have to sort it with store, hands washed, have to wait til another manager goes in on monday, lets hope the manager doesn't go in with the hump

Lesson learned, never get a phone in store,. no protection at all, get em online or over phone, make the stores go bust.

mobilecat

Why dont you sell it on ebay like all the other incorrent and unwanted upgrades and get yourself one the same way in the process - worth a try.

Alternatively do what I would do - go into the shop at the busiest time possible - when full - and make a huge fuss until they swap it for you because they will lose customers if you harp on about them not helping, not caring, not exchanging poor phones, poor customer service etc.:)

alnsv1000s

murphwiz wrote: »

Customer service reply today, have to sort it with store, hands washed, have to wait til another manager goes in on monday, lets hope the manager doesn't go in with the hump

Lesson learned, never get a phone in store,. no protection at all, get em online or over phone, make the stores go bust.

If you buy on the phone or Web, you have the right to inspect the goods under distance selling regs, but not use them for a few days to see if you want to keep them. I think CPW put a seal on their phone boxes and if you break the seal and want to return it they charge a fee.

With THREE, there is a note in the box of their phones stating that as soon as you have put a sim in the phone and switched the phone on you cannot return them.

When you chose that phone in store did you ask for a demo?

In my independant store I always Demo a choice of handsets to my customers to ensure it is the right phone for them.

You will not get that online.

The main reason that stores do not change the headets now, if the customer changes their mind, is that the Networks have capped the amount of returns to 4.5% of handsets purchased, and for every return over that CAP they charge us up to £80 a handset.

This practice is totally unfair in my opinion, but I have seen many instances of customers who have damaged their handsets trying to get a swap done under warranty.

silvercar

I just got the U600 on a t-mobile upgrade in store and tbh I couldnt get the hang of it at first. 2 weeks down the line and I'm really happy with it - analogue clock and clouds and all!

murphwiz

Surprise surprise, the elusive manager (which i really have doubts exists) said no....
Asked to speak to shop manager, gone for the day won't be back til thursday... all this after trying all day to get hold of someone at a shop employing 3 people, phone kept ringing when called from a number they know, but answered immediatley from a different mobile number... cynical moi?
Not gonna let this rest.... the battle continues.

T-mobile, you cannot wash your hands of this and blame it on the shops......
Thakfully the T-mobile HQ is a 5 min car drive down the motorway.

lawbunny

Hey, sorry to hear you're still having problems with this

To be honest, if the shop manager and Customer Relations are unwilling to exchange the phone, there is not much more you can do. You could try writing to the Directors' Office as a last resort, but I don't know how successful this would be.

Ultimately, T-Mobile cannot be compelled to exchange the phone if purchased directly from a shop; it is not covered by DSR and T-Mobile offer no cooling off period.

Unfair, I know, but I am sorry there is no more advice I can give.

murphwiz

The real gripe is customer relations are not willing to help, they simply pass it back to shop. The sales rep in shop mis-sold this phone, partenr asked for same features as her current nokia, the samsung does not have anywhere near those features, and to top it all is a pain in the butt to use!
We'll keep trying, worst case it ends up on ebay and I'll continue to put people of using t-mobile!

reehsetin

^what was her current nokia?

t-mob should have provisions for a dealer error but its your word against theirs

murphwiz

nokia 6111