Three Mobile
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117
- Lowly Janitor Guru
- Posts: 12548
- Joined: Sat Jun 14, 2003 12:23 pm
- Location: a destination a little up the road
soooooo the guy that originally offered me a deal that didn't exist phoned me tonight 
hi said that he had offered me a K800i for free on an upgrade and he said that yes it could be done...... if i signed up for an 18month contract on a higher tariff, so we argued, then i moved the conversation on to the fact that i still hadn't had a call about repairing the phone i have now, so he said i'd definitely get a call in the morning, so then as my phone was beeping a low battery warning in my ear it occurred to me that i hadn't received a charger with the phone, and i'd sent my old one away with the old handset (as requested), so i told him and he said that he'd get a charger out to me in 3 working days. so i put it to him that even if the phone they sent me was working properly, i still couldnt use it for 3days due to not having a charger, he had no answer to that.... he then asks me if there's anything else he can do for me, so i responded with "yeah, cancel my contract immediately and don't charge me any money as i'm fed up with your company now", naturally he told me that if i cancelled now it'd cost me ?90, but if i waited until dec 22nd i could cancel for free...... but only if i gave them 60days notice and carried on paying my bill ffs. end of call
10mins later he phoned back, said he'd spoken to his manager and his manager said they'd replace the phone on monday with a refurbed SE K608i, so i agreed to this on the condition that i wasn't upgrading or signing into a new contract, and he said no it was definitely just a replacement handset until the end of this contract.
i await monday with bated breath....
hi said that he had offered me a K800i for free on an upgrade and he said that yes it could be done...... if i signed up for an 18month contract on a higher tariff, so we argued, then i moved the conversation on to the fact that i still hadn't had a call about repairing the phone i have now, so he said i'd definitely get a call in the morning, so then as my phone was beeping a low battery warning in my ear it occurred to me that i hadn't received a charger with the phone, and i'd sent my old one away with the old handset (as requested), so i told him and he said that he'd get a charger out to me in 3 working days. so i put it to him that even if the phone they sent me was working properly, i still couldnt use it for 3days due to not having a charger, he had no answer to that.... he then asks me if there's anything else he can do for me, so i responded with "yeah, cancel my contract immediately and don't charge me any money as i'm fed up with your company now", naturally he told me that if i cancelled now it'd cost me ?90, but if i waited until dec 22nd i could cancel for free...... but only if i gave them 60days notice and carried on paying my bill ffs. end of call10mins later he phoned back, said he'd spoken to his manager and his manager said they'd replace the phone on monday with a refurbed SE K608i, so i agreed to this on the condition that i wasn't upgrading or signing into a new contract, and he said no it was definitely just a replacement handset until the end of this contract.
i await monday with bated breath....
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117
- Lowly Janitor Guru
- Posts: 12548
- Joined: Sat Jun 14, 2003 12:23 pm
- Location: a destination a little up the road
complaint letter number 2 just sent:
Further to this, I have now had more trouble....
I was contacted by Mumta regarding my original email, after a few phone conversations she agreed to return the handset for repair again, and the handset and charger was collected from myself on 22nd Nov. On 24th November I received a refurbished Nokia 6280 (instead of repairing my own handset), however as soon as I started using this handset I experienced problems with the screen of the handset turning off whilst performing functions. I contacted customer services and explained that the refurbished handset was faulty, immediately the gentleman (by mistake I failed to get hi name) started offering the same upgrade deals that I had been offered the week before that I was not interested in, and after 30mins of him offering the same deals that I wasn't interested in I asked to speak to Mumta as she has been dealing with my complaint - the gentleman then agreed to get Mumta to call me back, but said that it wouldn't be until after 10am the next day. Imagine my surprise when half an hour later I received a call from Mumta, so I explained what had happened this time, and she said that (a) she would get the person who originally offered me a deal that did not exist (Guarav) to call me, and (b) she would get the repairs team to call me that afternoon to sort out the problems with the new handset. Approximately 7pm that same day (Fri 24th Nov) I received a call from Guarav with him attempting to explain to me why he had lied to me before - he claimed to me that when he said "yes you can definitely have the SonyEricsson K800i on upgrade for free" I should have read into it that what he meant to add to the end of the sentence was "as long as you are happy to sign up for 18months and change to a more expensive contract" - how silly of me to have missed that. Guarav then proceeded to carry on trying to get me to sign up to one of your 18month contracts at a higher price, despite me telling you people repeatedly that I am not interested in paying you any extra money or subscribing to an 18month contract. Whilst on the phone to Guarav my phone was beeping to tell me that the battery was low, which prompted me to remember that I hadn't received a charger with the refurbished handset (you'll remember from a few lines ago I said that I sent my original charger back with my original handset as requested), so I mentioned this to Guarav and pointed out to him that even if you had done the unthinkable and sent me a handset that wasn't faulty, I still wouldn't have been able to use it as you hadn't sent me a charger, Guarav failed to see the irony in this and in fact offered to get me a charger sent out "within 3 working days" (oh how noble of him) - I then pointed out that that wouldn't matter as the repairs team were supposed to have called me to arrange for the handset to be taken away again, but they hadn't called me as yet. Guarav then decided to act on behalf of the repairs team and book my handset in for repair again (what a guy he is), so he arranged for the handset to be collected on Monday 27th Nov for repair again. Guarav then asked me if there was anything else he could do for me, to which I replied with something along the lines of "yes, cancel my contract with immediate affect and don't charge me any more moeny, as I'm fed up with you guys now", he failed to see the funny side in this and told me that I could cancel then and there but I would be charged in the region of ?90 for the pleasure (funny, I'm sure one of your people told me last week that cancellation then would cost me ?69, how has it gone up?), or he said that if I waited until December 22nd I could cancel at no cost - this actually sounded like a good idea until he added on the end "with 60days notice, for which you will be charged for" - cunning, I see what he did there. I ended the call as I didn't want to hear any of Guarav any more - so imagine my surprise when Guarav phoned me back 15mins later to say that he had spoken to his manager, and you were now happy to offer me a SonyEricsson K608i as a replacement refurbished handst for the Nokia 6280 on Monday - having learned my lessons from my dealings with the wiley character that is Guarav I got him to confirm that this wasn't an upgrade of any kind and I wouldn't be charged any extra money - he confirmed that this was a simple replacement handset because mine was faulty, so we agreed on this and left it at that.
Which brings me to today (you still reading?) - I received the SonyEricsson K608i at approximately 1pm and returned the Nokia 6280, all looked fine and initial inspection seemed to show that the phone was actually working properly - however after 20mins it required charging so I plugged the charger in....... it failed to charge, so I contacted customer services again and spoke to Rashid. Having attempted to explain the situation to her (which to be fair wasn't easy as my problems have been going on for so long now), she suggested that I "walk down to a 3 retail store and ask them to try a different battery and charger in the handset" - I told her that this wasn't possible as I was at work (and please tell me why I should use my time and money to find one of your shops to sort a problem of your doing?), so she said the phone would need be sent away for repair again, which we arranged for tomorrow (Tues 28th Nov), at this point I said to her that I really wasn't happy that for the best part of a month I had had very limited use of a phone for which you would be requiring a month's line rental, she looked at my usage and said that as there had been some usage of the phone all she could do was "arrange a ?2 credit on my bill for this month", I responded with a sarcastic "oh how generous of you" which she saw through and told me that this was because I had used the phone this month - I then pointed out that although I had used the phone this month my usage was very limited (limited indeed to brief periods when the phones you supplied actually worked, and occasionally when the stars were aligned sufficiently) and would surely be a lot less usage than is my norm, after a brief deliberation she the offered a ?5 credit on my bill - I had at this point run out of patience with talking to you and agreed to it, having given her the details (yet again) for collection and return of the handset tomorrow. Later on in the afternoon I managed to borrow a charger for the same phone from a colleague, and with this charger I was able to charge the handset, so it appears that the problem is with the charger rather than the phone you sent me, so I decided to phone you yet again and cancel the collection of the handset and get you only to collect the charger for repair. A long hour phone call then ensued with a gentleman (I neglected to get his name again, my standards really are slipping, perhaps one day they'll get as low as yours), who really did have trouble grasping what needed to happen. Eventually he said that you were unable to collect just an accessory (which several times he confused with the battery), so he would give me an address to send it to - I then asked if it was going to be freepost as I shouldn't be expected to pay to send back a faulty charger that you had supplied, after 5mins on hold he confirmed that it was a freepost address and gave me the address (along with numerous disclaimers about it being my responsibility for the safe arrival of the charger). I then asked him if there was a reference number or any form of identification to put with the charger in the post, he said "no", so I asked him how they would know that the charger was coming from me and where to send it back to - he then agreed that it might be a good idea to enclose a small note with my address with the charger - total time of this call 29mins. That's right, 29mins to make simple arrangements to cancel collection of a handset and get a postal address to send a charger to, blimey!
So anyway, I clock that in at at least 4hours of phone calls I've made to you guys in the last few weeks and yet my situation is still not fully resolved.
Keep up the good work.