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Over the recent months when calling customer services i have been hung
up on several times, i have been mis-informed on numerous occasions by
both advisors AND managers. I have had my account suspended due to
reaching my credit limit, recieved the standard "approaching your credit
limit" text message an hour after suspension. I was then informed by a
manager that my account would be re-instated, only for it to be
suspended at midnight. This happened 2 days in a row despite
re-assurances on both occasions that as long as i paid the bill by a
certain date i would continue to receive a service. I have requested
several times in the past that my payment date is changed to the 27th of
the month and this has never been processed. The website is frequently
out of date which stops me being able to keep track of my
allowance/calls etc. In the past few weeks i have also purchased a nokia
6131 from the t-mobile store in edinburgh which later turned out to be
faulty, despite returning the phone to the store in as new condition
within 28 days i was told under no circumstances would i be given a
refund and if i took a less expensive phone as a replacement i would not
be entitled to a refund of the difference. This was eventually resolved
with a printout of the "sale of goods act" which was shown to the store
manager. I have also been informed that the notes on my account state
that i have been "cheeky and abrupt" with advisors on the telephone,
which would constitute a breach of data protection as "cheeky" would be
tantamount to a personal opinion. I was also informed that the only time
i could speak to the cancellation department/ loyalty team would be
between the hours of 13:00-16:30 as they were "too busy" otherwise. I
was also told that i could recieve a callback from a manager but at "a
time which suited them" not myself as the customer. A little over 2
weeks ago the sim card i had began to show the message "insert your sim
card" i tested the sim in around 10 seperate handsets but the same
message appeared. i then called to report this fault only to be told i
had broke the sim and i would be charged £10 for the replacement, after
much persuading of the advisor and a check with his manager this again
was confirmed to be incorrect and the sim was replaced free of charge.
This arrived only to have EXACTLY the same problem. I again tried the
new sim in several different handsets only to get the same results.

The following is the main body of an email recieved from ofcom, using
the ofcom.org/complain/ online form, in response to the same text from above

"Let me begin by thanking you for taking the time to contact myself with
regards to the issues
you have experienced recently with t-mobile. Some of the issues you have
discussed would need to be raised
with the t-mobile customer services/relations department however the
issues you have had with regards to your account
billing and sim are of a subject we will address. I would recommend
following t-mobile's escalation process first as they
may be able to offer a resolution, if you are still unsatisfied with
t-mobiles response then please contact us again using
the same email address and we will investigate this further. We take all
reports of customer dissatisfaction extremely
seriously and will investigate regardless of the type of issue.

You also asked if it was possible to end your contract early, whilst
given the events which have transpired would constitute
a breach of t-mobiles terms and conditions this would need to be
processed with t-mobile. As they have attempted to
replace a faulty product once already without a resolution then you are
entirely within your consumer rights to a refund for
the time unable to use the product/service or early termination of the
service
without further cost to yourself"


I do not feel i have been a valued t-mobile customer since joining
t-mobile and in fact actually fear calling the customer services
departments. I used to be a customer of orange and speaking to their
customer services was a pleasure
i also used to recieve a handset upgrade every 3 months providing i paid
the upgrade fee, (usually £50), and if i was with them now i would also
get free broadband, 3g video calling and television services. I have yet
to find any benefit of my contract with t-mobile.

I was wondering what you guys think i should do? i've sent this to customer relations, should i be looking out for anything? any idea what will happen apart from being told to get stuffed?
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Posted: 2006-10-11 13:44:39
Edit : Quote


Sounds similar to my experience.

They're almost as bad as Sky Customer Services.

A friend of mine got an excellent deal from Orange. 500 mins, 500 txts, free broadband and free evening and weekend landline calls all for £30/month.

I would move to Orange and try and negotiate a data package bundle similar to web&walk and tell t-mob to do one.
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Posted: 2006-10-11 14:22:10
Edit : Quote


I say move networks! I only had T-mobile for a short time and had to change due to coverage in my area - regarding Orange though, to date I can't fault them, whenever I had a problem they have sorted it out. Recently, they resolved an email problem by ringing me back on my home land line and going through the set up on my phone. (....and no, I don't work for orange!)
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Posted: 2006-10-11 14:56:27
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iv never had probs with t mob and they normally give me upto £100 a year towards a new handset.

and web n walk is amazing

and the flex deals they have suits me fine too

[ This Message was edited by: Mr Miyagi on 2006-10-11 14:14 ]
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Posted: 2006-10-11 15:08:44
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I had T-mobile for a few years with no problems, have had a terrible time since moving to orange and my wife has no problems with O2, it seems that the customer experience can vary at all of the suppliers.

The way you have been treated by t-mobile does seem extremely bad and I'd be pushing for a free release from my contract so that I could move to another network.
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Posted: 2006-10-11 15:30:19
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I've been with T-Mobile for a decade now and have never had to endure as bad a service as you've experienced.

Not meaning to offend you, but I'm sure we can to and throw through this problem, as we'll have just as many people say they've had good service as those who have bad.

My suggestion would've been to advise T-Mob of OFCOM's response, which you appear to have done already. A schedule of what has happened (although probably being on their systems already) might also help, as they can respond (again) to each of your points/criticisms.

I can only hope that they will take on board your points and put your account back to (in your opinion) working order. Compensation will probably be a topic of discussion, at least for the time you've been unable to use your account (as OFCOM have stated). You may well just have satisfaction knowing that they will allow you to terminate your account without being penalised.

The point about your account being suspended, were you hitting your credit limit regularly? Maybe they should've have raised your account credit limit instead, if you were paying your bills on time? I remember years ago that my credit limit was LESS than my monthly price plan (I was on Precept Max), so come billing time, my account would automatically be barred. It was my fault as I missed 2-3 payments date (POINT: always have Direct Debit). Obviously, I cannot assume that you are are/were in the same situation, but just to point it out.

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Posted: 2006-10-11 16:16:16
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