[nathanbrazil]

I recently tried to upgrade my Pay-As-You-go phone, with T-Mobile, to a V3 model. After talking to a salesman, who assured me I could just swap the SIM, I ordered on the Net. The next day, bright and early, my delivery arrived.... and there were two phones, when I'd ordered just the one.

Naturally, I thought that any reasonable company would want to put this right, (I'd already established that they'd charged me for both), so I rang them up. This time, I was speaking to someone with an indeciperable Scottish accent, so I tried again later, only to find the line - from my home land line - was appaling. The stupid bint on the other end asked me a security question 'when was the last time you topped up your phone?' When I replied that I had absolutely no idea, as my mother was recently diagnosed with cancer of the spine, and I wasn't memorising trivial details, the line went dead.

I am now waiting, another few hours, to see if T-Mobile will respond to a furious e-mail. If not, I shall be sending both phones back under the distance selling regulations, and cancelling my original phone. Service this bad, I can do without.

[stud u like]

I can never remember the date I last topped up my phone as I seldom use it.

What appalling customer service,I hope you got the womans name and demand she has some re training as she is obviously incompetent at her job.

When they ask me about topping up my phone I just say "god knows a tenner the other day" and they laugh and say ok.

[markslavin]

It's just part of the security process for unregistered PAYG SIMs. It's just to prove that you're the user (owner).

[nathanbrazil]

Quote:

Originally Posted by markslavin

It's just part of the security process for unregistered PAYG SIMs. It's just to prove that you're the user (owner).

I understood that, but it was a bloody stupid question. I had already proved who I was, by answering a series of other questions.

I am pleased to report that I now have a fulsome apology, an assurance that the incident will be looked into, and that arrangements are being made to return the spare phone/ refund my credit card.

In the mean time, I talked to a mate as Consumer Direct, who tells me that in the event of any company sending goods that have not been ordered, it is legal to send them a letter stating that if the unsolicited goods are not retrieved promptly, they will be considered a free gift. If the company does not respond, you get to keep the merchandise, and get a full refund.

Quote:

Originally Posted by nathanbrazil

In the mean time, I talked to a mate as Consumer Direct, who tells me that in the event of any company sending goods that have not been ordered, it is legal to send them a letter stating that if the unsolicited goods are not retrieved promptly, they will be considered a free gift. If the company does not respond, you get to keep the merchandise, and get a full refund.

What your mate told you is correct...however in this instance it appears that the goods were not exactly unsolicited. You called them to request an upgrade.

What appears to have happened is that a simple mistake happened and that they sent you 2 handsets by mistake.

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Last edited by dawson : 12-08-2006 at 09:38.

[nathanbrazil]

Quote:

Originally Posted by dawson

What your mate told you is correct...however in this instance it appears that the goods were not exactly unsolicited. You called them to request an upgrade.

What appears to have happened is that a simple mistake happened and that they sent you 2 handsets by mistake.

One phone was requested. The other was not. They not only sent me a second phone by mistake, they charged me for it.

I am informed, by T-mobile, that the matter should be dealt with in 14 days. Perhaps in future, it would be a good idea for them to speed this up. It took a few seconds to buy a phone, and delivery was next morning, but it apparently takes two weeks to sort out their error.