T -MOBILE complaint help Arbitration

[humandynamics]

Letter just sent to T - Mobile:

 

 

02 October 2010

FTAO The Chief Executive

 

Dear Sir,

 

I write in frustration at the poor customer service from your company. In brief:

 

I have had continuing problems with my phone. In June I was promised 200 free minutes would be added to my contract on a continuing basis. These did not appear on my phone. I phoned several times. At various times I was told that the 200 minutes were ‘invisible’ – they came off my total minutes at the start of a month before my 300 minutes ‘counted down’. Another person attempted to convince me that they added on ‘after my 300 minutes had counted down’.

 

In any case, neither of these excuses proved to be true. Just recently, it transpires that t-mobile have added 200 paid for minutes to my account. On contacting them again, they told me that the free minutes (which I did not receive anyway) were only issued for 2 months and, even more surprisingly, that I requested the extra minutes to be added to my account, which I did not.

 

All through this painful series of calls, it has been nearly impossible to conduct a conversation in English with all but a few of your call centre staff. Worse still, they attempt to rewrite history by telling me that I agreed to the 200 minutes because it is on their screen, due to the poor English of the previous customer service advisor.

 

I have become so irritated that I decided I wanted to leave t-mobile. All they can then say is that they wish to charge me for the privilege. I now intend to blog this whole experience widely unless you can explain where the free minutes went and how you managed to charge me for free minutes.

 

yours etc.

Edited October 3, 2010 by cerberusalert
name removed

[Somebody Told Me]

Have you written proof that the additional 200 minutes would be added on a reoccurring monthly basis until you elected to change your tariff?

If not, then I'm afraid it's going to be a case of your word against theirs and resolution will be down to their discretion and goodwill.

In terms of cancelling, I wouldn't have thought they'd agree to this unless you've either fulfilled your contractual obligation or pay a cancellation fee.

[humandynamics]

Discretion and goodwill are not part of t-mobile's lexicon

[buzby]

Of course they're not. They don't even have a UK network anymore.

 

T-mobile (A German telco) and Orange (A French telco) merged the UK operations to form a NEW network called 'Everything Everywhere', with a brand new MD (Orange's). So any bets as to their pointing to this changeover for (a) the service complained of, and (b) the reason they may not respond?

 

I just love how their consumer contracts allow them to assign the contract to anyone they like (Everything Everywhere), but YOU can't do the same thing as easily as they can.

 

Shame.

[Human Writes]

As far as I know they haven't started assigning contracts to Everything Everywhere yet, I haven't received any such notification and they'd have to do notify you before assigning the contract.

[humandynamics]

Hi thanks for that .They have told me that there was a record of the phonecall but no " talk of for the same tarriff " .

 

This is exactly my experience. They record things on their computer that have not been discussed. I guess we must either gear up to record our conversations or leave t-mobile as they are liars.

[buzby]

They new company is already the active entity, and licenced to provide the services. Contract assignation is no big deal, and for most consumers this will simply be a bill stuffer, a note that nothing will change and the rest is history!

 

As for your own recordings of what happens, this is a must, and always has been CAGs sage advice for years.

 

As for them being liars, perhaps, perhaps not as it is possible for two conversations to exist, with both meaning different things and totally misunderstood or misheard by the other.

[locutus]

They new company is already the active entity, and licenced to provide the services. Contract assignation is no big deal, and for most consumers this will simply be a bill stuffer, a note that nothing will change and the rest is history!

 

As for your own recordings of what happens, this is a must, and always has been CAGs sage advice for years.

 

As for them being liars, perhaps, perhaps not as it is possible for two conversations to exist, with both meaning different things and totally misunderstood or misheard by the other.

 

I wholeheartedly agree, and in fact telesales and retentions rely on this. Things like "You can add broadband to that order for only 50p a day" is actually £15 per month and "If you take this out by direct debit aswell we'll discount £60 per year" actually equates to £5.00 per month... both ways of saying the same thing are true, just makes the figure smaller or bigger in your mind.

 

All sales, especially telesales techniques are very advanced, and easy to fall for. Record the call and if they cross the line in promising something that doesn't get delivered you have a comeback, or at least clarity when you re-listen to the call!

[buzby]

Yes - it is important tp remember that (nearly) all interactions a 'scripted' in such a way as to provide a particular reaction. It is no accident the telephone staff say the same things, they are after all reading from a screen. The creator has a good many drafts to ensure what is being said is promoted in the best possible way, whereas you (a) will be hearing it for the first time, (b) whilst taking in all this information, not in a position to voice your concerns on any particular elements that could be an issue, because the rest of it sounds so good, © consumers often believe the offer is being made directly to them (true) and only to them (untrue).

 

NEVER decide anything on the basis of a single call. Think about it. If it's that good, the dela will still be there tomorrow. If it isn't, then skip it, as the arrangement will probably work against you anyway.