T-mobile bad customer service- Advice Needed

[blue_bell123]

Right where to start, i upgraded my contrac with t-mobile in october last year and on upgrading my contract i recieved a new phone, sony ericsson X10i, the original reasons for taking this phone over the galaxy s that i were offered, was the 8MP camera it offered instead of 5.

Since december my phone has gone faulty and away for repair 4 times. On the 3rd time it went away for repair i was told that if it went faulty again i would be entitled to a replacement. so when it went faulty again the other week i took it back to the store and was told it had to go for a repair again no matter wheather i had been told it was replaced.

So the phone went for repair and i contacted t-mobile customer services who told be there was nothing else they could do, not been happy with this answer i persued the matter, i eventually spoke to a lady who said they would exchange the handset for me, informed me that they couldnt replace it like for like because it was end of line, and offered me 3 phones. non of which matched the specification of the previous phone. I informed the member of CS that i was not happy with the phones that had been offered she said she would look into it and get back in touch with me, 3 days later i am still waiting for her to ring. i have further contacted t-mobile, to try and have someoneelse attempt to resolve this issue for me. where i was told that i would only get £190 towards a new handset. After getting rather frustrated and having been offered a choice of 2 more phones that were still nowhere near the spec that i had previously. refused these. i contacted OFCOM who registered a complaint and sent me towards consumer direct.

who told me that if t-mobile could not provide me with a long lasting repair on my handset then they had to replace it and if they couldnt replace it with the same phone then i had the right to refuse anything they offered me and requst to be released from my contract at no extra charge, or have them replace the phone with a phone that is the same spec or higher than my previous phone ( this was something to do with the SUPPLIERS GOODS AND SERVIES ACT)

I then spoke to t-mobile again who still would not provide me with the same spec phone as previously had and saying that they do not have to release me from the contract as they are only resoponsible for the service they provide not the phone. even though the equipment was provided with the service.

Any help, advice or opinions would be much apprciated right now

i am not a very happy customer at the minute

 

thanks to all that replyed, please if you have somethig else to say about this or advice please post. i still not really sure weather i will be fighing a loosing battle with this or weather i am in the right

Edited July 2, 2011 by blue_bell123

[MARTIN3030]

Yes SOGASA would cover you.

You need to refer back to Consumer Direct,although they will want some evidence that you have been given a final response,or else a deadlock by T.Mobile.

[MARTIN3030]

Buying a service – the minimum you can expect

 

When you buy a service it must be provided:

 

• with reasonable care and skill – the service should be carried out to a good standard with no faults or flaws
  
• at a reasonable cost – the price charged should match the skills of the service provider, eg a builder would charge more than a handyman
  
• within a reasonable time, eg it would be unreasonable if an electrician charged for a day’s work to change a light bulb
  

Services include hiring a lawyer or tradesman and signing up to a contract for gym membership or a mobile phone.

Where goods are supplied as part of a service, they should not be faulty. For example an oven fitted as part of a new kitchen should work.

 

 

http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Yourconsumerrightswhenbuyinggoodsandservices/DG_194653

[blue_bell123]

SOGA was never even mention by consumer direct only the supply of goods and services act 1982 was mentioned by them, which i dont really know anything about. so what i need is t-mobile to give me response with there final say on the matter and then i can take it further? how do i stand on this matter?

[mr2mr2]

is there another type or make of phone you would like if the exsting phone is unavailable?

if so tell them.

[blue_bell123]

All i asked was that i recieved a phone that was of same spec as the phone i had originally, what they have offered was

- wildfire s - 5MP camera, 3" touchscreen and on android

- HD mini - 5MP camera, 3" touchscreen and on android

- xperia x8 - 3MP camera, 3" touchscreen and on android

- motorola defy -5MP camera, 3.7" touchscreen and on android

- nokia C7 - 8Mp camera, " touchscreen but not on android

 

the x10i has an 8MP camera , 4" touchscreen and runs on android

they told me that they did not have a phone whith this specification and they were not going to provide me with a top of the range phone which is fine i never requested one

they do 3 phones that have the same spec

- xperia arc

-samsung galaxy s 2

- HTC desire HD

to be fair they are all top of the range phones but so was mine when i took out the contract, and expect a little more than you only have £190 towards a new handset

[MARTIN3030]

SOGA was never even mention by consumer direct only the supply of goods and services act 1982 was mentioned by them, which i dont really know anything about. so what i need is t-mobile to give me response with there final say on the matter and then i can take it further? how do i stand on this matter?

 

Well CD have already given you their opinion.

They should still have your complaint logged,you need to escalate the complaint with them.

They will then contact T.Mobile and demand a response.

[watchinginvestigation2011]

experia play is offered by t mobile it has an 8 camera and takes excellent video pictures, just been playing with it myself. Its the one that converts into a console for games that I cant get my head round yet, but you could try asking for that one as its a sony too and see if they are then willing to compromise to one you want.

 

Just been telling the phone off for being so awkward in blue toothing video to my computer, but have to admit thats me, hahahahha. great phone though and I got there in the end. xx

 

Hope you get sorted.

[mr2mr2]

i work with a girl who got that phone.

actually quite a nice phone

[blue_bell123]

its only got 5MP camera though

to be truthfull they just aint playing ball and i am getting pretty cross

they dont ring when they say they will are rather rude on the phone

and yu will never speak to the same person twice

[blue_bell123]

it was an upgrade

[MARTIN3030]

Martins posts were in consideration of what the poster here had previously been told by Consumer Direct.