I don’t use my blog to rant about things very often but when you’re driven to breaking point and in a helpless situation then maybe it’s time to let EVERYONE know what a crap service some suppliers out there are offering.
It all started when I was due my T Mobile upgrade back in July. I was staying at mum’s visiting Nottingham with her (beautiful town by the way) and whilst she looked after the twins for me I popped into the store to enquire.
With T Mobile (now EE) stores up and down the country I wasn’t to know that I’d have been better off going to my local store.
A very pretty assistant helped me, I mentioned I wanted to upgrade to an iPhone as I’d never had one and was curious to see the difference.
I have been a client with T Mobile for 5 years but still I had to change plan (it was going to cost more) and I could only get the iPhone 4 not the 4s or above.
No information on the difference between the 4 and 4s was given just the fact I would have to pay an extra £69 so as this was getting more and more expensive by the moment I opted not to.
I would later discover the Fitbug app doesn’t work on the iPhone 4!
Would I like to pay £10 insurance A MONTH for my brand new iPhone in case I dropped it?
I opted not to as personally I think £10 a month is extortionate.
I wasn’t given any demonstration on how to use my iPhone.
Do I have broadband at home?
Yes I do, I work from home and need it, I’m currently with Virgin Media. (This piece of information will come VERY relevant later on)
Would I like to change to EE and save myself a fortune?
Can I do that?
Yes we will sort out the switch over for you, you won’t have to worry about a thing. Do you have a BT landline connection?
Yes I think so but I’m not sure it’s working. We’ve never used it since we moved in and it wasn’t used previously as the owners were on Sky.
We can check that for you.
So you’re telling me you will swap my accounts from Virgin to EE and I will have the same service as I enjoy now and I will save money too?
Yes, I saved about 50% off my bill in the last year, it’s brilliant.
Ok then. Let’s go ahead only thing is I’m on holiday next week for three weeks and won’t be back until the end of August. I don’t want it starting up until September, will this be a problem?
No, no problem at all, I’ll sort out all the paperwork for you to sign today and it’ll be set up for you when you’re back from your holiday.
I wish I’d never done it.
It was set up whilst I was away on holiday and charged too. In fact I am currently paying TWO suppliers, Virgin and EE.
PLUS my broadband is very intermittent and my phone works and then doesn’t work. I imagine the BT connection is faulty or broken and needs replacing.
My 93 year old grandmother tried to contact me 3 times on Wednesday and didn’t get through once hearing only an unobtainable sound.
Action taken to resolve the situation
First I phone the 0800 number for customer services as my phone wasn’t working and I hadn’t realised I could use the 150 option on my mobile. I was asked to select a lot of options and finally spoke to a man in India in the technical department. I struggled to understand him and asked to speak to someone who could help me explaining my problem. I got cut off.
I phoned a second time, went through all the choices and got through to another lady in India, the line was so bad I couldn’t hear her, I mentioned this and she cut me off.
Not going well so far.
I phoned for a third time, I chose different numbers this time, sod it I need to speak to someone and I got through to customer services in Rotherham (I think) but at least I could understand. I spoke to a lady, told her my problem and she was very nice. She asked me to hold the line whilst she put me through to someone
…in India. I asked this person kindly to put me through to a department in the UK who could help me with my problem please. I promise I asked nicely even though I was losing my rag.
The connection was lost so I re-called customer services. I was firmer this time and at this point said. I wish I’d never bothered.
“I’ll put you through to cancelling then.’
Where I was informed, ‘Yes you can cancel but we will have to charge you £129.00 cancellation fee.’
Because you signed the contract.
But this isn’t what I had signed for at all.
I was told lots of notes were written on the system on my account and I left the conversation very frustrated as I wasn’t getting anywhere.
I try working off my EE router, I have no landline. The connection comes and goes, I spend one hour with no connection as the router tries to find the signal again.
I phone customer services I speak to someone who gives me the name Jed, again in cancelling. A nice man, he listens carefully. He understands, he can’t find any notes written only a log of when I have called. I plead with him to write notes so whoever I speak to will know and save me the problem of re-telling the whole story.
He says I should never have been sold the service in the first place as we can’t do Virgin.
He advises me to go into my EE store and claim for a miss-sale.
This morning I visited my EE store at Bluewater, I spoke to a very nice man who listened and said he couldn’t take my router off of me as they don’t have anything to do with EE broadband.
But Jed told me I could, he advised me to follow this route!
Sorry, there’s nothing I can do.
Can you write notes on the system for me so there is a log of my actions?
No we don’t have access to those systems I’m afraid.
So you can sell the products to your clients but you can’t do anything about it afterwards, not even take back the router off me and give me a receipt for it?
I return home with my router, my two suppliers and no better off than I was 10 days ago plus nothing logged anywhere.
So this blog will act as my log and EE I want to cancel my contract with you.
I have been told by your customer services I have been miss -sold this product, I have been told by customer services that I won’t be charged for this month as I need to get the problem sorted.
I have been advised by your cancellation team that I should put it all in writing and send a letter in to them in order to make a claim for your cancellation fee of £129.00 and they will see if I am applicable or not. I shall be putting it to my twitter followers too to see what they think?
EE, £129 is a week’s shopping for me, you’ve already taken a monthly rate out of my account when I wasn’t even set up, I think you’ve had enough of my money for a service you can’t give, don’t you?
I’m linking this post up with the famous Mummy Barrow’s Ranty Friday she’s even on the Alan Titchmarsh show today at 3pm, do watch out for her, she’s amazing and lovely too