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Author My Really bad service with T-Mobile UK
jcwhite_uk
Sony Xperia Z1
Joined: Feb 18, 2004
Posts: > 500
From: Dorset, UK Phone:Xperia Z1
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Posted: 2013-11-29 14:52
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Edit:
Removing this for now as I am making some progress with T-Mobile and don't want to upset them and ruin chance of getting sorted. Will repost it soon if all goes wrong.
[ This Message was edited by: jcwhite_uk on 2013-11-30 19:00 ]
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"Duct tape is like the force. It has a light side, a dark side, and it holds the world together."
tranced
LG Nexus 4
Joined: Jan 19, 2006
Posts: > 500
From: Santo Domingo, wonDeRland
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Posted: 2013-11-29 15:17
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And I thought we had bad customer service. Orange and Claro are not the best model to follow. I wish you good luck with the replacement. They should get a Z-ish phone instead for all the problems you've been through.
I jay0726 | (+3, 0) | Clara, Evita, Mimmi & Victoria | My Pics | Do your job!
jcwhite_uk
Sony Xperia Z1
Joined: Feb 18, 2004
Posts: > 500
From: Dorset, UK Phone:Xperia Z1
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Posted: 2013-11-29 15:41
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On monday when they hadn't sent the phone I spent about 20 minutes going round in circles with one of the call centre reps trying to explain that the phone hadn't arrived as she kept saying it had arrived on saturday (how can a phone arrive a day before they arranged to send it?).
Annoyingly I still have 6 months left on my contract so can't leave yet, although it is tempting to pay the £160 left on my contract to buy my way out.
I defiantely will never be going back to any EE company (T-Mobile, Orange or 4GEE).
Checkout my photos at My Website

"Duct tape is like the force. It has a light side, a dark side, and it holds the world together."
goldenface
Sony Xperia Z3 Compact
Joined: Dec 17, 2003
Posts: > 500
From: Liverpool City Centre
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Posted: 2013-11-29 17:07
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That is what you call 'farcial' customer service. I began laughing half way through the first post, even though it's far from funny.

I don't know why you don't go on their Social media channels and kick up a fuss there, you're always sure to get results when you use a public forum.
TeeGee
Nokia Lumia 925
Joined: Apr 10, 2012
Posts: 96
From: UK/NL
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Posted: 2013-11-29 17:49
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Exactly! Twitter and/or Facebook are the way to go!

Live and let live, how hard can it be ?
tranced
LG Nexus 4
Joined: Jan 19, 2006
Posts: > 500
From: Santo Domingo, wonDeRland
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Posted: 2013-11-29 18:05
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The social networks hurt them harder than when customer service.
I jay0726 | (+3, 0) | Clara, Evita, Mimmi & Victoria | My Pics | Do your job!
jcwhite_uk
Sony Xperia Z1
Joined: Feb 18, 2004
Posts: > 500
From: Dorset, UK Phone:Xperia Z1
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Posted: 2013-11-29 19:19
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I have started to try the social media but they just ignore them. May step it up a bit.
Checkout my photos at My Website

"Duct tape is like the force. It has a light side, a dark side, and it holds the world together."
Bonovox
LG G4
Joined: Apr 13, 2008
Posts: > 500
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Posted: 2013-11-29 19:38
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EE/Orange/T Mobile have had nothing but complaints recently since 4G started. Esato member Del had similar issues with an EE branded Lumia 920 it was in repair within the first month about 3 times
Phone?? What phone??
Del
Sony Xperia Z1
Joined: Jan 11, 2003
Posts: > 500
From: Kent, UK
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Posted: 2013-11-29 20:07
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@jcwhite_uk I feel for you mate, as bono has said a couple of months ago I had exactly the same problem as you with a lumia 920, it would seem that T-Mobile (EE) still haven't changed their ways, if you can afford to just leave them mate as there a totally useless mobile operator to be with, they lie, cheat and steal as far as I'm concerned
Brought to you straight from the event horizon of a quantum singularity.
jcwhite_uk
Sony Xperia Z1
Joined: Feb 18, 2004
Posts: > 500
From: Dorset, UK Phone:Xperia Z1
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Posted: 2013-11-29 20:55
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At least its not just me they don't like!
Checkout my photos at My Website

"Duct tape is like the force. It has a light side, a dark side, and it holds the world together."
Del
Sony Xperia Z1
Joined: Jan 11, 2003
Posts: > 500
From: Kent, UK
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Posted: 2013-11-29 23:38
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On 2013-11-29 20:55:12, jcwhite_uk wrote:
At least its not just me they don't like!



No, they fecking hate me now
Brought to you straight from the event horizon of a quantum singularity.
Away
LG Nexus 4
Joined: Oct 15, 2012
Posts: > 500
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Posted: 2013-11-30 00:09
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Unless you get a really good contact with them because you've been with them for so long, or you don't have good 3 reception at important places, what are you doing with them in the first place?

The bigger networks are the worst.

With 3, at least you get good internet and 3 are very reluctant to let old customers go.

You're pretty much helpless for now, unless you want a massive headache, which is more trouble than it's worth. You'll have to just put up with it for the last few months.

Edit: I forgot - the best thing you can do is try your best to escalate the case. I would have tried that after about half way through your saga.
[ This Message was edited by: Away on 2013-11-29 23:11 ]
Del
Sony Xperia Z1
Joined: Jan 11, 2003
Posts: > 500
From: Kent, UK
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Posted: 2013-11-30 08:07
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As @Away has said mate, try and escalate it as high as you can and just bombard them with calls, emails, and on their social networks, but if your told to go to a store to get it sorted, ie an exchange, then you'll probably get no joy. I was told to do that but the sales staff in the store just laughed at me and said "No, we're just sales and have nothing to do with the call centre, it's up to them to sort it"

So either escalate and stay with them for the last few months or buy your way out and go else where, personally I will never go with them again when buying a phone.
Brought to you straight from the event horizon of a quantum singularity.
mlife
T68 grey
Joined: Jan 16, 2003
Posts: > 500
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Posted: 2013-11-30 16:41
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Having worked in wireless retail (many moons ago) we heard this complaint all the time... I hate to sound like the bad guy, but its as simple as this - Within 30 days of purchase, you get a new phone... after 30 days your phone is no longer considered new so any replacement is a COURTESY or WARRANTY. When exchanging a "used" phone, you should only expect to get a used phone in return.... If they did otherwise, EVERYONE would say they are having battery issues or whatever with their phone so that the could get a "NEW" phone. Good luck though - maybe if you raise enough cane, you'll get what you want.
Bonovox
LG G4
Joined: Apr 13, 2008
Posts: > 500
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Posted: 2013-11-30 19:11
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Makes me laugh that EE said take it to a store where they will replace the battery. EE don't have repair centres in their stores and the Xperia T battery is non removable
Phone?? What phone??
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