hello.... I'm gutted!!!

[Guest blert596]

Hi all,

registered on here a couple of days ago after finding the Omnia i900 in the local T-Mobile shop and thinking I would really like one.

So, I done a bit of digging and found this site. Some excellent stuff on here, and a lot of stuff |I never even thought of.

Anyway, why am I gutted.

I've never really been that bothered about phone looks and usually let my girlfriend have first dibs on upgrades, or just get one and sell it on. I've had my 6630 for years and it does me well as I use it basically as a phone and use Nokias Engineering software on it.

But I've decided enough is enough and I really need to get something decent, and really liked the look of the Omnia, and seeing what people get up to on here I thought I could learn a bit and also have some fun. Plus my girlfriends sister has an iphone that she seems to think makes her some sort of celeb, and I'd love for her to come round, show her what is pretty much a better looking phone and then ask her to take a photo of my new phone and mms it to me. "What, you mean you cant mms....surely not" :)

Anyway, my girlfriends due an update and said she's quite happy with her N95 (for now) which basically means in 3 months time she'll want my available upgrade. So great I thought T-Mobile do the Omnia I'll price that up.

As were on friends and relations (half price rental) we pretty much have to stay on T-mobile. After phoning up my girlfriend was told the Omnia was available as an upgrade, which she told me we would order later that week. I cant actually remember what the price was to be honest but not that cheap. Anyway, it was a goer and I was quite happy to do it after the weekend.

Just phoned up today and T-Mobile now no longer offer it as an upgrade!!! :) "Because the newer Samsung Pixon is better because its camera has 8M instead of 5M". I kid you not!

They're still selling it as a new contract on a Flext 35 package for free though so they obviously have them available. Unfortunately, getting the new contract would be rather silly as she would lose the lifetime (as long as she sticks with T-mobile) half price line rental which she obviously doesnt want to do.

So from hoping to order it today and having it delivered tomorrow, I'm now pretty much fed up with T-Mobile, and the rest of the world. So there.

I can have a Tocco for £20 though. No thanks

Pixon for £100? No ta.

Something free to put on the auction sites sir? Yes please. :D

[Guest Paul (MVP)]

Phone them again, see if you get the same answer (I suspect not!)!

P

[Guest blert596]

Phone them again, see if you get the same answer (I suspect not!)!

P

Thanks Paul. I've just done exactly that and they can offer me one at £174.03 pence although the girl seemed quite reluctant to push it. Not so sure how my girlfiend will feel about us parting with nearly £200 now.

As it was my girlfriends account she said its unusual for it to be asked for as it was "more of a mans phone as its quite big"

However, she was keen to push the G1 at £79.99.

I think it might be an interesting discussion tonight that may well end up involving some Gina shoes. :) Hope its gonna be worth it.

[Guest Paul (MVP)]

lol!

Make sure the first thing you do is flash a new ROM over the standard T-Mo monstrosity... :)

P

[Guest blert596]

lol!

Make sure the first thing you do is flash a new ROM over the standard T-Mo monstrosity... :)

P

Just been investigating a bit more. She can get the 6600 for free and put that on ebay - they going for around £150 - 200 new.

Could buy a mint one off ebay for roughly the same - maybe slightly more, but overall the net outlay would be a lot less.

I understand the normal pitfalls on ebay, but is there anything that I should be looking out for on the phone as some come with reflashed stuff and "extras"

Anyway, whatever happens I'm deffo gonna get one. Well, unless she pulls the "only if you come to Ikea with me on Saturday" routine. Some things just aren't worth it.

[Guest fraktal]

Anyway, whatever happens I'm deffo gonna get one. Well, unless she pulls the "only if you come to Ikea with me on Saturday" routine. Some things just aren't worth it.

Made me laugh :) Each to his own I guess...I quite like Ikea! The only thing is, I always come out with loads of Quality Swedish Crap. I mean, I look at it afterwards and I know I need it all...I just didn't know that I needed it...

[Guest blert596]

I think I might need to change the title of the thread to "hello.... I'm a jammy s*d"

I only gave a brief overview of the conversations myself and my girlfriend had had with T-Mobile customer services (not the part I work in btw). My girlfriend said last night that she'd had enough of being messed around by them, so sent off the following mail:

Subject: Upgrade of mobile number XXXXXXXXXX password XXXXXXXXXXXX

I have been advised to contact customer services due to the ongoing problems that I have been encountering for the past week whilst trying to upgrade my contract. On Sunday 11th January I visited the T-Mobile store in XXXXXXX, as I knew that I was due an upgrade. I spoke to a member of staff who advised me that really I would be better speaking to someone in the call centre, as "they didn't have any good deals on at the moment". I felt a little discouraged by this, but thought little more of it.

On Tuesday 13th January I contacted someone within the T-mobile upgrades department, explained that I was due an upgrade, and also discussed which handsets I preferred, and what was available to me, given that I am part of the "friends and family" scheme (I worked for t-mobile for 2 years, my husband (edit - yeah she wishes :) ) has worked for them for over 4). She explained that a lot of the higher specification handsets would incur a cost, but that she would be able to "webmatch" - something that she couldn't normally do, but would on this occasion.

I was offered the following: G1- Free, Sony C905 - £20.75, SAMSUNG PIXON - FREE, SAMSUNG OMNIA - £30. I also expressed an interest in the Nokia N96 as I currently have an N95, I was told that this would be very expensive, unless I was to upgrade to a "50" talk plan.

I was happy with the options that we had discussed but as I had just been discharged from hospital that day I was feeling tired and was unable to make a decision. I asked if it would be possible for her to call me back once I had chance to discuss this with my husband (there it is again) and perhaps look at the specifications on the internet. I was told that unfortunately she was due to finish in 20 minutes, at 8pm but that she was back in on Friday and would contact me at 12pm.

Unfortunately the woman in question did not phone me back which I was very disappointed about.

On Sunday 18th January I visited XXXXX XXXX branch of T-mobile, and was told that they didn't deal with upgrades and again I would be best contacting Customer Services.

On Monday 19th January I contacted the call centre again, and explained the events of the previous week, and that I was keen to upgrade. The woman I spoke to was extremely rude, and basically accused me of lying about the conversation that I had the previous week as there was "no record of it on the system". She told me that they couldn't/wouldn't "webmatch" and that I wasn't able to have any of the handsets that I had been offered previously. I was given a couple of alternative options, but in my opinion they were not even on par with the handset that I have currently. When I told her this her reply was "well actually we have had A LOT of problems with the N95 - we don't even sell it anymore its that bad" -Something which I know to be untrue - and which is contradicted by your own webiste - as the N95 is clearly still available.

I took extreme offence at the above conversation and decided to speak to someone in Retentions as at this point I was seriously considering leaving T-Mobile.

I spoke with a member of the retentions team later in that day, when I queried that they should be able to see from my billing records that I had contacted T-Mobile on the day and at the time mentioned earlier he agreed that yes, this was the case and that he could see it. I explained the situation, and although he empathised with me, he explained that I could not have any of the handsets for the prices quoted in the first instance due to the tariff and friends and family scheme that I am on. I find this a little unfair, as on one hand they are offering a reward to staff, but on the other they are being penalised by not being able to have a reasonable upgrade handset because of the reduced tarriff. If I was to pay the price quoted to me for the Omnia, then averaging it out over 18 months I would be no better off than if I went to Orange, got it free and paid the full price for line rental.

My husband (getting worried now) spoke to T-mobile twice yesterday on my behalf, on the first occasion he was told that they do not offer the Omnia on upgrade, the 2nd he was told that they do.

I am severely concerned about the level of customer support and "service" that I have received from T-Mobile over the past week. In summary:

Visting 2 separate stores and effectively being told that they couldn't be bothered to upgrade me.

Being promised a call to finalise the upgrade which never materialised. Either the call or the promised upgrade path.

Implied accusations of lying

Given incorrect and conflicting information on at least 3 occasions.

The above incidents have left me severely disillusioned, upset and angry that I am no further forward than I was over a week ago despite the amount of time wasted. If this is a true reflection of the service that is offered to existing customers then it would not surprise me if the vast majority of those requiring upgrades chose an alternative operator - especially as there would be no financial benefit (friends & family).

I am contacting you as a last resort, in the vain hope that you can resolve this matter. I would appreciate you giving this your earliest attention, and getting back to me via email or on the number given.

Kind Regards

XXXXXXXX

So, she received a call this afternoon apologising for all the hassle that has been caused and that the Omnia i900 will be dispatched, and with her (me :D ) by 6pm latest tomorrow. Free of charge. Result!!!!!

So I can now take all the "watch item" marks off my ebay account.

To tell the truth she was really shocked and delighted that they had even got back to her. And at best she hoped we might get an apology and at very best maybe a small reduction on the £173 I was quoted.

But it seems that it pays to inform them of your poor experiences.

Well done in the end T-Mobile.