T-Mobile incorrect information

spangledkandi

I recently signed up over the phone for a contract with T-Mobile after looking on their website at their deals. After 30 minutes of giving all my details etc the salesperson informed me that their would be a delivery charge. I was adamant that because I could get this for free online I would rather go and order via their website. She then spoke to her supervisor and came back and assured me she could wave the charge, so I was happy to continue.

I have just got my first bill and I was charged for delivery. After ringing T-Mobile and speaking to customer services all I was offered was an apology for being incorrect information.

I don't think this is good enough. Surely their must be some consumer protection right that if we are told something the company must abide by this?

Despite this being a measly amount of money it is the principle.

I looked for this question on the boards - I do hope it hasn't been asked before. Apologies if this is the case.

carrieparkinson

i'll ask @ work tmz. i work for t-mobile customer services (but still training).

jazzberry

Just e-mail into [EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL]

They'll sort it out. I believe the free delivery is a internet only thing at the moment but if they promised it and haven't done it it's human error.The e-mail channel is the best way to go with complaints.


Oh and I forgot to say, mention that you are considering cancelling through distance selling relations due to the loss of trust through this issue. Should give extra you extra brownie points.

spangledkandi

Thank you for your suggestions! I've emailed T-Mobile to the address you gave me. Hopefully they will honor what they originally promised.

carrieparkinson

yup. i enquired at work for ya and they agreed that an email to customer relations should sort it