Is is just me, or do mobile phone companies give bloody appalling service?

I have been repeatedly given handsets which fail after a few weeks, due to a "common fault" on the Nokia 8310 but every time I phone up, have to go through a series of ridiculous "tests" before they will consider sending me a replacement.

I've been asked if I've droppped my phone in water, if the battery is actually charged, if I know how to switch my phone on and if I can knock on neighbours doors to see if I can borrow their phone and battery to swop bits about to see if mine really does have a fault and finally get a pencil rubber and clean the battery and sim card with it! And I'm having to pay for this call! I had to go through this process three times in one day recently!

It's driving me mad!

You've just been unlucky mate.

I gather you're with Carphone Warehouse? There customer service is a nightmare.

If you shop around, you'll find a company whose staff are really friendly and can't do enough for you.

Although I totally sympathise with you, I'm afraid it's just the World in which we live, duck. It is fast becoming almost impossible to get treated fairly and competently in these modern, strange times.

Once they have your money, they will do anything to wriggle away from accepting responsibility for anything going wrong. I contracted food poisoning on a holiday a few years and was extrememly ill. It took me four courses of antibiotics to rid me of the dreadful bug.

The tour company who shall remain nameless (although it does have the word 'tours' in it's title and we went by 'air') said it must have been something I ate outside the hotel (which was total rubbish as we were full board) and refused to compensate me after making me pay for a doctor's report which comfirmed that I had Campylobacter.

So, you see, this is what you are up against, duck.

Chin up, and a have a few bevvies tonight.

You know it makes sense.

Be firm, polite and don't do their job for them. It is up to them to figure out why phone X doesn't work after you are happy with working phone Y.

Always be polite as the poor soul you are dealing with, is reading from a script for a minimum wage salary and they don't have the authority to help you.

But firm politeness and telling them you want to cancel your contract will get you though to the complaints team (often called customer care or specialist care).......it must say so on the script ;)

These complaint guys have more authority and are paid to be nice to you too.

Tell them to give you a NEW working phone or cancel your contract so you can go elsewhere. It is reasonable to have a working phone after all.

If you are very sweet with them, you might even get a new phone couriered to you.

Good Luck :D

Originally posted by cathypoos
Is is just me, or do mobile phone companies give bloody appalling service?

I have been repeatedly given handsets which fail after a few weeks, due to a "common fault" on the Nokia 8310 but every time I phone up, have to go through a series of ridiculous "tests" before they will consider sending me a replacement.

I've been asked if I've droppped my phone in water, if the battery is actually charged, if I know how to switch my phone on and if I can knock on neighbours doors to see if I can borrow their phone and battery to swop bits about to see if mine really does have a fault and finally get a pencil rubber and clean the battery and sim card with it! And I'm having to pay for this call! I had to go through this process three times in one day recently!

It's driving me mad!

I work for an B2B mobile phone provider. (not in customer service!)
These 'Tests' they are asking you to do are to find out if it is an SIM or Phone is at fault. You never said what was wrong with your phone. Let us know and I am sure some one here can help you. And if it does need repaired I know I can help. :)

My friend tried to get a new phone from the 02 shop in Meadowhell. They won't replace your phone unless it has been sent off at least three times to their workshop. She sent it off, and each time it came back with the same fault (it kept tuning itself off). Finally, after four months, they decided all it needed was a small piece of rubber under the battery so it didnt move!!!

I have personally had trouble with Phones4u and The Link. I only place where I have had things sorted out properly is Carphone Warehouse, where i took my fone back and i got it replaced straight away.

Thanks for your replies...

I think "service culture" in Britain has been obliterated.

Interestingly, my phone also keeps switching itself off! I think it's happens on a lot of phones, which is why it's really annoying they won't just replace it, but make you run around the bushes...getting pencil erasers got to clean the sim card etc.

They also won't let me out of contract without paying to be released...if only I didn't NEED a mobile so much, then I'd just say sod it, I'll go without.

cathy

Cathy - If you want it fixed or looked at drop me a PM and I will do so if you wish.:)

Switching itself off if a common fault with Nokias - especially ones that have lived in bags/pockets rather than cases.

Although it's annoying you have to look at it from the company viewpoint - they don't want phones being returned/replaced that aren't actually faulty, now obviously in your case it is and you know what you are doing but you might be surprised at how many people don't and end up wasting time and money trying to fix something that isn't broken.