Mobile phone Complaint Advice
Discussion
Hi guys, firstly ill explain my gripe then see if you think its worth complaining.
I was involved in car crash on weds last week and my phone was snapped in half.
Thursday
I called ******** explained what happened and that I needed a replacement phone through my insurance. I was told I don't have insurance and after half an hour of being on hold and arguing they said they can see I have been paying it and will sort it out on my account and transferred me through to the insurance dept, who then messed me about and transferred me back to customer services. Then after explaining I was told ill receive a sim card and phone separately on Friday.
Friday
I receive sim card but no phone! Told to call back after 6.30pm as the phone could arrive anytime until then.
Still no phone after 6.30 call again who tell me warehouse is closed so cant do anything call again in morning.
Sat morning
call up told no phone has been ordered after bouncing between departments and spending a long time on hold, so they order one for me which will come on Tuesday (fair enough bank hols and all that).
Today! (Proper ****ed off now)
call up to double check ill receive phone, guess what! No order put through, get put on hold and line goes crackly and they hang up, call again, explain put on hold 20mins later they cut me off. Call again get through tell the guy I'm ****ed off at been cut off he's nice enough and goes through explains he needs to transfer me to insurance as no phone had been ordered. They then tell me they can’t have ever put order through as phone is discontinued so impossible to deliver!!!
She takes me through insurance claim after I had to explain to her I do have insurance and have been paying it! Who then asks where the phone now is I tell her with the car which the police have. The phone was snapped in half so I left it in the car. she puts me on hold to speak to her supervisor, comes back saying sorry but as the phone is with the police the phone is uninsured and reads a T&C to me. So they won’t replace the phone until it’s released by the police (the officer investigating is on hol till Thurs). Now I’m not ****ed off about the insurance not sorting it out but ****ed off big that I’ve spent 2 days waiting for a ****ing phone that’s not coming! Why was I told that I would get it if it’s impossible!
Now is it worth me complaining? And how should I do it? As I’m proper ****ed off with wasting my time because of pricks in call centers.
and would someone give me some help in how to complain as if i call them im likely to go mental.
Mod note: Just removed the names so there's no N&S
I was involved in car crash on weds last week and my phone was snapped in half.
Thursday
I called ******** explained what happened and that I needed a replacement phone through my insurance. I was told I don't have insurance and after half an hour of being on hold and arguing they said they can see I have been paying it and will sort it out on my account and transferred me through to the insurance dept, who then messed me about and transferred me back to customer services. Then after explaining I was told ill receive a sim card and phone separately on Friday.
Friday
I receive sim card but no phone! Told to call back after 6.30pm as the phone could arrive anytime until then.
Still no phone after 6.30 call again who tell me warehouse is closed so cant do anything call again in morning.
Sat morning
call up told no phone has been ordered after bouncing between departments and spending a long time on hold, so they order one for me which will come on Tuesday (fair enough bank hols and all that).
Today! (Proper ****ed off now)
call up to double check ill receive phone, guess what! No order put through, get put on hold and line goes crackly and they hang up, call again, explain put on hold 20mins later they cut me off. Call again get through tell the guy I'm ****ed off at been cut off he's nice enough and goes through explains he needs to transfer me to insurance as no phone had been ordered. They then tell me they can’t have ever put order through as phone is discontinued so impossible to deliver!!!
She takes me through insurance claim after I had to explain to her I do have insurance and have been paying it! Who then asks where the phone now is I tell her with the car which the police have. The phone was snapped in half so I left it in the car. she puts me on hold to speak to her supervisor, comes back saying sorry but as the phone is with the police the phone is uninsured and reads a T&C to me. So they won’t replace the phone until it’s released by the police (the officer investigating is on hol till Thurs). Now I’m not ****ed off about the insurance not sorting it out but ****ed off big that I’ve spent 2 days waiting for a ****ing phone that’s not coming! Why was I told that I would get it if it’s impossible!
Now is it worth me complaining? And how should I do it? As I’m proper ****ed off with wasting my time because of pricks in call centers.
and would someone give me some help in how to complain as if i call them im likely to go mental.
Mod note: Just removed the names so there's no N&S
Edited by mechsympathy on Tuesday 1st September 15:04
TheArchitect said:
RobCrezz said:
What car got crashed?
please forgive my ignorence but dont see how it could it be of any relevance, its still being investigated by the police so not keen on discussing unnecessary things about it yet.Edited by TheArchitect on Tuesday 1st September 14:54
TheArchitect said:
RobCrezz said:
What car got crashed?
please forgive my ignorance but dont see how it could it be of any relevance, its still being investigated by the police so not keen on discussing unnecessary things about it yet.Edited by TheArchitect on Tuesday 1st September 14:54
TheArchitect said:
RobCrezz said:
Did it stand up well to the crash?
Yeah very well, although a few foot shorter. once i can get to the car ill take some pics to show the level of damageI'm assuming, but at least you're not badly hurt then?
hondafanatic said:
TheArchitect said:
RobCrezz said:
Did it stand up well to the crash?
Yeah very well, although a few foot shorter. once i can get to the car ill take some pics to show the level of damageI'm assuming, but at least you're not badly hurt then?
TheArchitect said:
hondafanatic said:
TheArchitect said:
RobCrezz said:
Did it stand up well to the crash?
Yeah very well, although a few foot shorter. once i can get to the car ill take some pics to show the level of damageI'm assuming, but at least you're not badly hurt then?
I'm joking.
I'm glad to read you're in a better state than your phone. Sorry I couldn't help with your original question... in my experience, all mobile phone companies are useless when there is a difference between what the computer tells them and reality. However, a well written letter might get you somewhere with regards to free line rental for a couple of months or similar.
Call Ofcom, they cant do anything but they give you a complaint number and a phone number to call at your network. Call it, give ref number, explain problem and they are normally helpful. Kind of shortcuts their whole internal procedures.
If that does not solve it let me know and I'll give you another way to resolve it, but its a longer method and can take up to 28 days so try this first.
HTH
If that does not solve it let me know and I'll give you another way to resolve it, but its a longer method and can take up to 28 days so try this first.
HTH
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