When he rang T Mobile for something else he was told that he’d been charged and it was NOT free at all!

When Carphone called me about this blog post I told them about my friend so that they could contact him about this case of mis – selling.

Since then my phone’s been playing up. I don’t get replies to texts so I check the details and it says it’s been delivered but the recipients have NOT received it.

I rang T Mobile, received an update by sms, acted on it and the phone was slower.

T Mobile did something else and I was then getting message saying ‘NOT delivered’ when they obviously had been because I received replies.

We then re-set the phone to factory settings. It was even slower. Messages were received twice when they were only sent once. The sent items didn’t show the messages that had been sent and so on.

So I called Carphone as T Mobile said the phone was faulty.

I was advised that the store would have a loan phone. There are 2 types; free ones and those that one gives a £50 deposit for but it is given back. I asked him to put notes on my file about the call as I now expect trouble with Carphone.

I got to the branch. No loan phones of any sort.
Free ones do not exist either.
They cannot get a loan phone sent from another branch via internal delivery.
No options, but to go without a phone until it’s repaired!
The staff at the branch said it could take 1 1/2 to 2 weeks.

I called them back and was told that the gent hadn’t put notes on my account, he had mis-advised me re loan phones as all branches do not have them but he could have checked before sending me to the nearest one and it could actually take up to 28 days for the phone to be repaired.

They offered to put a voucher on my account so that I could buy a cheap phone to use whilst this one is being repaired. They said £10 would cover it but they’ve given me £20 just in case.

I got to the branch and the £4:95 phone had been sold out. The next one up was £10. That was gone too! So the next available was £20 PLUS £10 top up!

I had been given a £15 voucher as a good will gesture for the hassle I blogged about in this post so I used that to get myself a phone!

Again, I’m not impressed!
Would you be?

Thanks for your email.

Your extra £150.00 for agreeing to stay with us is automatically raised after the first 60 days of the new agreement and sent out to you as a cheque. The total waiting period can be up to 90 days after agreeing the upgrade as it takes 60 days before the cheque is authorised and then a maximum of 30 days for that cheque to be delivered to you.

However, in this instance, the auto-cheque has not yet been authorised and it is past the initial 60 day period. I have therefore requested that this cheque be raised for you as part of your agreement entitling you to the sum of £150.00. The cheque will then be delivered to yourself a maximum of 30 days after this request has been authorised, which I will monitor for you personally.

Please accept my sincerest apologies for firstly, the need for you to escalate the initial deal as you were promised £200.00 and also for the delay in getting this second cheque out to you. I understand that upgrades should run a lot smoother than this and the initial error made seems to be having a knock on effect with the release of your £150.00 cheque.

Regards,
Mark Wallace
Customer Support
Carphone Warehouse