Hi all, I have a situation with T-mobile and I was wondering what my next steps should be with the incident. Basically on the 20th of December I ordered a new mobile phone contract on the flext 35 tariff with T-mobile at £30p/m. This was due to be delivered 3 days later on the 23rd via royal mail. Despite having been in all day the phone never arrived at my address so I have them until the 27th of December and when the phone still hadn't arrived I phoned them up. After having to fax them my signiture to prove it didn't match the one that took delivery of the phone (which turned out to have been stolen) I told them that I would like to cancel the contract as T-mobile had offered me an upgrade of my existing contract. They told me that cancelation was no problem and that they would get it sorted straight away. They said as I hadn't signed or even seen a contract that they wouldn't need any paperwork from me and that it could be done internally. I thought nothing of this untill May 11th when I noticed T-mobile had been taking £30 p/m for this contract via direct debit out of my bank account and had done 6 previously. So I rang their helpline and spoke to a bloke who was very proffesional, apologised profusely and told me I could expect a refund within 14 days. On May 16th I recieved a bill for -£180 saying it would be payed into my account as soon as it had passed their clearing process. On June 1st no payment had been put into my account so I rang up their helpline again and was told by a woman that payment was due to be added on June 3rd. By June 4th there was still no payment so I rang the helpline again. I was told that the refund would be put through 'manually' and that this would take up to 14 days. Slightly annoyed at this as I had to borrow money to pay rent as a result I grudgingly accepted to wait however upon checking my account today there has still been no money put into my accounted. I was just wondering if anyone had any ideas of what to do next with regards to recieveing my payment. I seem to be getting nowhere with phone calls however have no idea what to do next to get my money back. Sorry for the essay and thank you in advance.

I work in Currys and from a sales point of viewthe best way to negotiate a discount is to outline what you want straight away (product, accesories, cover, delivery etc.) and just ask nicely for a deal. There are very rarely any deals for cash, as it makes no difference to me how the customer pays. Infact I prefer cards because I don't have to count the (EDIT) stuff. Whatever yolu do don't be pushy as it just irritates the sales people, we aren't paid commission and see very little reward/incentive for risking a bollocking from giving a bit of a deal. I've lost count of the times i've not given people a deal because they behave like morons. With regards to the cover although not neccrsarily needed sales staff are judged on their sales of the stuff. It makes alot of money and you are much much more likely of getting a better deal if you take it up, (especially if it's monthly because you can just cancel the direct debit)

I assume the model you tried to order was the 37PX70, which is a model which Panasonic are slowly trying to phase out as they are looking to push their new 37LZ70 LCD model. With it being completely true that Dixons and Currys are owned by the same company (DSGi) they are in no way the same company and therefore it was true what the advisor said about not being able to get one from Currys. I do agree with you that this is bad service from Dixons but when you order something off the net I am afraid you are always going to run the risk regarding stock.

I work at Currys and the company has a 7 day price promise garentee meaning that if the product goes down in price at Currys or any retail store which has stock to take away then the difference will be refunded as well as 10% of that difference. Mention this to your friend as there will more than likely be POS explaining this if it isn't allready mentioned on his red reciept wallet. If your friend is wanting to return the product for a refund or wanting a price match on an internet price then Currys don't really have to do anything. (Unless borght over the phone or online) as mentioned distance selling laws apply. A word of advice however, make sure your mate goes within 7 days of purchase so he has a leg to stand on. Also make sure he goes back to the store that he borght it from not a different one. This is because any refund or discount will dfirectly affect the bonus of te store you return it to, therefore if it is a non faulty refund then the store that you are trying to return it to will not want to know. If you need any more help or any more advise on policies etc then just give me a shout.

Not entirely, they will have sent a document to HFC finance with two of your signitures upon them, one agreeing to the terms of the loan (identical to the terms on the page which you signed and took home) the other signiture is a direct debit instruction. Regardless of the form that they may or may not have lost you would be still expected to pay for the price of the goods through direct debit on a credit agreement, Which if its the payment plan does give you the option to pay what you want each month to lower your timescale and lower your intrest. I agree what the salesman has led you to believe is wrong and however underhand it may have been I suspect that legally you have nothing to stand on

I'm not saying you did agree to anything. I'm just saying how the procedure works. Have a look at the pre contract agreement and see if there is a heading that says 'key financial information' does it give an APR% or monthly repayment. The reason I ask this is Currys top money earner and wha the company push for is an option called 'easiplan' this is basically a 48 month loan at 24.5% APR which can be settled before the 48 months to lower interest. Standing orders can also be made monthly to help lower the interest. Now there have been cases reported in the past (not so much now ut mainly when comission was still in force) where salesmen would not state to the customer that it was a 48 month loan or that there was a direct debit set up at time of purchase, all they would say is that HFC would contact to arrange the payment time and options. As I said before the actual contract is printed off with the pre contract agreement, (you are meant to talk through the pre contract verbally before the customer signs the actual contract) which is, maybe without your knowledge what you signed. Have a look where your signiture is in the bottom right corner it should say 'customer copy page 1 of 3 ' If it does then that is indeed a contract. I am in no way trying to defend Currys, as is the case with about 90% of the staff I hate the company and al it does and stands for but the blame here if the points I have raised are correct stands with the salesman as he has blatently misled you and as much as it may anger you you have signed a contract for the finance of the goods. What happens from here with regard to the lost paperwork is a different matter. They can reuest a reprint from HFC's end anyway who will have the online credit application in their system anyway but I reckon they wouldn't want to show a lack of profesionalism witin themselves, or they are attemting to cover-up the fact that they have been misleadingly selling finance

They did it also to my colleague at the Currys where we work, he dropped his laptop and broke the DVD drive they sent out a letter saying that the damage was incosnsistent with what was recorded at the time The laptop also came back more damaged than when it went and knowing what ****s they ould be we took dated of the damage pictures before it went. They've now summoned him to court if he wants to challenge the decision and the manager of the store has volunteered to be a carachter witness rather than acting on behalf of the store Now consider that he works at Currys and is expected to sell this on every major electrical product is just abysmal treatment. What i'd recommend you do is try and get the manager on your side, these things are decided at the top as the people who make the decision know they will never get the stick. The manager has very little power to stop it yet a manager refusing to back a court case will have massive impact on your case. If not hopefuly common sense should prevail

Just for the record the correct procedure for credit agreements is that after the acceptance of finance 3 contracts are printed. The first one is for the customer, this has the words 'customer copy' on the bottom right hand side of the page. The first 2 pages are for PPI if you opted for it, (if not some slaesmen rip it off the contract.) The third page is your pre contract agreement outlining the terms of the loan. The rest of your pages are the contract itself which if you've signed as you have said then you have signed the contract itself. The second one is for the store which we are meant to file in a locked filing cabinet for store reference if needed. This is just simply the PPI statement (if taken) and the contract which once again you sign. The third one is for HFC bank and is just a simple sheet with two signitures, one for the loan itself and one is a direct debit instruction. From there the deal is done, Currys send HFC their copy of the agreement and HFC should send you a nice letter explaing who they are and what they do etc including how to go about setting up any standing orders to pay the loan off quicker Under no circumstances would HFC send you your contract directly to you as it automatically prints out in store. In my humble opinion what I think has happened is that you have been 'powered' by the salesman, he has got you to sign your 3 copies of the contract under the pretences of it being a pre contract agreement. What they've done after that is anybody's guess. I hope that clears it up a bit so the more law savvy can advise further

Forgot to mention it but we fed it to security internally who said they would look into it. We also passed all the customer's information to the police who although can't do anything at present have got the incident on file. And also passed the customer's name, address and description to stores around the area. We didn't get any photographic evidence but apparently we have CCTV of the gentleman taking the TV out of the box in the foyer and also clear shots of him at customer services. Statements have been taken from all involved. Anyhow he wasn't back in today either to collect his box or to 'do us in' so I can only assume that him and his smashed Philips TV are very happy together.

I work at Currys and basically just want to get your opinions on an issue that happened today. A Man came in today to buy an LCD TV. he selected the TV he wanted and called me over and asked me the best price on it. I asked him if he had seen it cheaper he said no, I explained that as the TV had £200 off and it wasn't anywhere any cheaper I wasn't going to do anything off it. He proceded to frog march me to the manager who explained the same thing. He then called me a c**t and the manager a tight k**b and made what I'm sure was a racist remark under his breath. Anyway as he was going to buy, I mentioned the insurance, now I don't pressure sell or anything if someone doesn't want it then fair enough and you can tell that by my sales of it, but the guy flipped, he called me a p**ck several times and caused so much fuss he caught the attention of the manager. So it goes through and we wheel out his TV and low and behold he can't fit it in his 2 door car. So we explain we can get a local courier to deliver it but there is a price because its not our company who do the delivery. He swears at us again and says he'll get a mate with a bigger car. About 10 minutes later he comes back in, it seems he hasn't got a mate to come, has taken the TV out of its box and tried to put it into his car himself, dropping it in the process and cracking the outer shell and the screen. He was expecting a replacement and we refused point blank, claiming it was accidental damage and for him to get in contact with his insurer. He then claims he has no home insurance and attempts to take out the insurance, to which again we say we can't do. He then takes a swipe at my colleague (missing) says he's going to 'do us in' and leaves loading his TV and leaving the box in the car park. Now what I need to know is even though our policy states he isn't, does this gentleman have any claim to a free repair or a replacement? Thanks in advance and sorry for the essay

Sounds like you got shafted. As far as i'm aware there is no actual guarentor policy. Whats most likely happened is your BF's mother failed the credit application and the salesman not wanting to lose his sale ran the check on your credit rating and put the loan in your name. Yet used the BF's mother's bank account details for the direct debit payments. As a result any failed debit payments, due to lack of funds, changing of account or otherwise will directly affect yourself. With regards to the bank statement did he see your bank card as the reference he needs to process that is the card number. In all honesty I feel your friend has been harshly and unfairly shafted by the company, yet the BF's Mum should have had a copy of the agreement and you can proably ask for a copy from HFC. (Ignore if you think this isn't the case, as this is just guess as to what has happened)

Hey, I know you'll hate me for this but I actually work at Currys. The reason why you may have had problems returning you internet purchase is for two reasons. Firstly the company have stopped sales commision and have replaced it with an unfair and stupidly structured bonus system. Basically we're not paid out on pound notes we're paid out on how much profit we earn and get a bonus of about £30 each if we make over 105% of our profit (or something along those lines) Now any returns/ refunds we have to process eat into the proftis we make the company and in turn our bonus and many staff don't think its fair something beyond our control directly affects our pay. Secondly our own internet website undercuts us drastically (sometimes up to 25%) now because we are paid out on profit theres no point matching this price because the pound notes are worthless. As a result many staff simply won't have anything to do with internet purchasers because they havn't borght it from their store. Admittedly if we're busy and someone comes in with an internet receipt and a query I refuse to help them, I know its bad customer service but hopefully you can see our point that we are being shafted by the company as much as you are. The company know about our feelings towards this, they know some stores refuse internet refunds (refunds are technically down to managers discretion anyway by our policy so the internet is a big contradiction) Yet they do nothing about it. Its just pure greed on their behalf shafting both staff and customers to rake in as much as possible. Hope you see it from our side a bit more now, cheers