t mobile dongle contract

[wesleyt43]

My daughter took our granddaughter to a t mobile shop to purchase a pay as you go dongle, and to be honest knew nothing about them, it resulted in my daughter on being told how good the coverage was etc it would be better to purchase the dondle on contract, which she did, as she was assured this was cheaper, and on looking at the figures yes they were right, anyway on returning home my grandaughter tried the dongle but it did not work, they went bak to the shop 2 days later and was told that the lap top must be broken in some way but the dongle was fine, they came home with the dongle (my daughter is not very assertive) and still tied to the 18 month contact of £15 p/m A work friend of my daughters the said to check the coverage herself, so she checked from the t mobile site, typed in her postcode and it stated sorry but no coverage in your area, I know she should have checked herself before buying but didnt, but surely the shop is also to blame as when the contact was took out surely the post code on buying this item would have shown that she did not live in an area covered by them?? and can she cancel her contract due to this.

[binkhus]

i would go back to the shop with your daughter and insist on seeing a manager, tell the manager about the coverage but also mention that your daughter tried to bring the dongle back within the cooling off period but was sent packing.

[wesleyt43]

Thanks, I tried ringing the shop but was told as it wasnt me who took out the contract they wont discuss it with me, my daughter finishes work it time for us to get to the shop though later on.

[BSC]

No cooling off period binkhus

[binkhus]

i was told i could bring mine back within the week if i changed my mind.

[BSC]

That was goodwill rather than entitlement. I'd be interested to know what they would have done if you had taken it back

[locutus]

T-Mobile offer you to return it providing they do a full check for you before you order. If you don't ask for the check I'm not sure what happens.

[wesleyt43]

Hi, thanks for the responses, I went back to the shop with my daugher yesterday, who told the person that on buying she was told that there was excellant coverage for her post code, however they still became awkward, apparently the person who sold her the contract was not in work as it was their day off, suggested we come back in today, so off again shortly.

[binkhus]

good luck, it seams these companies can sign people up for long contracts then with a rubbish product and deliver crap service and there is nothing anyone can do.... it makes my blood boil

[itstheone]

So what happened then??

[wesleyt43]

Sorry but have had computer problems for the past 3 weeks, hard drive decided to die, went back to the store and spoke to th eperson who sold my daughter the contract, they assured me still that coverage was good, so I gave them a print out of their website where it allows you to check coverage and get an instant decision which stated "sorry but there is no coverage in this area at this present time, the contract was cancelled within 5 minutes and all monies paid were paid back, also have received an apology from a tmobile manager, we were told that the contract was misold to my daughter as there was clearly no coverage in the area. I would like to take this further somehow as tmobile are clearly doing this to lots of people and it really is not fair, have been advised to go to trading standards.

[locutus]

Posted this earlier in the "Telecoms" part of the forum.

 

Here is something interesting from T-Mobiles Code of Practice :-

 

Complaint handling and alternative dispute resolution procedures

We hope that you will never have reason to complain about any aspect of our services. However, if there is something you are not happy with you should contact Customer Services and we will seek to resolve any complaint or query you may have. Customer Services can be contacted on telephone number 150 if calling from your T-Mobile phone, or on 0845 412 5000 from a land line. We will aim to find an immediate solution where possible; however, more complex complaints may take several working days or longer to resolve. If, having contacted Customer Services, you feel that your complaint has not been addressed or resolved, you have the right to ask for your complaint to be escalated to a Manager. If your complaint then remains unresolved, you should follow the complaints procedure below.

T-Mobile complaints procedure:

 

Step 1.

 

Put your complaint in writing and send it to the following T-Mobile address:

The Customer Resolutions Team

T-Mobile (UK) Limited

6 Camberwell Way

Sunderland

Tyne and Wear

SR3 3XN

 

The letter must include:

 

A) Your name

B) Your address

C) Your T-Mobile account number and /or mobile telephone number

D) Details of your complaint

E) Your resolution requirements

F) A daytime contact telephone number

 

Step 2.

 

T-Mobile will acknowledge receipt within 3 working days of receiving your letter.

 

Step 3.

 

T-Mobile will provide a full written response to your complaint within 14 days of receipt of your letter. Subject to point 4 below, the complaints procedure will be at an end.

 

Step 4.

 

If the letter from T-Mobile makes an offer of settlement, or it includes a proposal to resolve your complaint, you must respond to it in writing within 14 days of its issue, again addressed to The Customer Resolutions Team.

 

Step 5.

 

If you do not respond to the letter from T-Mobile within 14 days of its issue, the complaints procedure shall be at an end. If you respond by accepting the offer of settlement or proposal to resolve the complaint, T-Mobile shall within 7 days of receipt of your letter either:

 

Reply to your letter acknowledging your rejection, upon which the complaints procedure shall be at an end, or;

Reply to your letter putting forward new proposals in respect to which the provisions of points 4 onwards above shall apply.

 

You may also obtain independent advice from the Citizens Advice Bureau, Consumer Advice Centre, Trading Standards Departments or other telecoms user organisations recognised by the Secretary of State. Whilst we are happy to work together with any of the above independent organisations, if you decide you need their help to resolve your complaint, we would always recommend that you contact us first as most problems can be resolved quickly this way.

 

If after discussion with T-Mobile you are still unhappy with any aspects of our services, we have established, in consultation with the Chartered Institute of Arbitrators, a straightforward and convenient procedure for independent, dispute resolution. This process may be used where we are unable to resolve your complaint after a period of 8 weeks from the date of your initial complaint has passed or if we write to you at any time informing you that we cannot resolve the complaint.

 

If the amount you are claiming does not exceed £5,000, subject to consent by T-Mobile, you have the right to put the dispute to this adjudication process.

 

Details of how to apply to the T-Mobile adjudication services can be obtained by writing to the legal department at:

T-Mobile (UK) Limited

Hatfield Business Park

Hatfield

Hertfordshire

AL10 9BW

Or by email to [email protected]

 

and this is from Ofcom. It's nice to watch aswell

A guide to telecoms complaints Ofcom

[itstheone]

Thanks for coming back wesley, it's always good when a thread is 'finished' rather than being left hanging.