[Touch Pro, Fuze General] spzero:
Hey i thought i would share my experience with t mobile so far due to their upgrade blunder::

T-Mobile Customer Relations	Mr ###########

Cust.rel@t-mobile.co.uk	###address###

mobile.misselling@ofcom.org.uk

Account Number:	##########

Mobile Number:	07#########

Due to recent as yet unresolved problems I have had from T-Mobile I feel I have no other choice but write this email. the staff I have spoken to have all being very nice on the phone and made promises that as yet have not being fulfilled and the majority of times nothing has being done.

I was informed by my local T-Mobile store on the 23rd of July that T-mobile had stock of the new ‘MDA Vario IV’ and this had being confirmed by other people (see this link   ((see this link   (by the way my user name on this site is spzero)) then the next day I rang up and asked if I could upgrade to the new Vario IV knowing there was some confusion I questioned the member of staff about this and was informed that they did have some in stock and would be sent one out, after posting of my joy on the same site above I read further that people were being lied to about this phone and sent the ‘MDA Compact IV’(  see further proof here in this same thread) I rang back T-Mobile and was informed I had ordered a ‘MDA Compact IV’ despite my conversation verifying which phone I was after. I spoke to a CSA who was helpful and tried to resolve the problem but the phone had being dispatched and all I could do was refuse the delivery she did also say that “many phone companies do similar things she used to work at Orange and informed me they purposefully placed early, incorrect due dates on there systems and website to entice customers, knowing orders could not be fulfilled and by the time a complaint had being made stock would be in and the customer would have got the phone they wanted.” It seams the same thing is going on here at the end of the call she advised she would call me back before the 4th of august as my next statement would be issued if not sorted out then that I would be charged for a higher Tariff that I had agreed to, in order to be able to get the phone I wanted and also would be charged for the phone.

I waited and received no phone call on the 5th of August I received two text messages from T-Mobile one advising my phone had being returned and one advising my available credit for the rest of the month. I rang up to enquire about this immediately as they was much talk time available than expected and assumed I had being charged at the new higher price tariff, I was informed that this was a mistake and my bill would be adjusted when I received it in the post.

A few days later on the 8th of August my Bill turns up for £106.26. This included a £5.95 charge for delivery which I never agreed to and am quite sure was never told about. I rang T-mobile and got thru to a Stephen the line was disconnected instantly and when I called back got the same agent who listened to my problem and then said I will place you on hold while I look at the account but he didn’t give me chance to agree to this or ask if it was ok. While waiting for Stephen to come back I managed to eat my tea that had being prepared and after 10 minutes I was still on hold. I rang back and spoke to Ashley who’s team number was 799. I was told that a credit would be applied to my bill to make up for their error and that it had all being sorted and asked if they could help further I asked what my bill would be with the credit and was told £99.27 I couldn’t understand this as I had returned the phone and had a text message to confirm safe receipt and the tariff had supposedly being adjusted (My previous tariff was about £35.00 a month and I rarely used any texts or calls above my free allowance. In fact the only charges outside of my price plan was for £0.68 for call charges.) and as I had previously requested a cheaper tariff knew they was no valid reason for my bill to be above £30.00.

My call was transferred to another agent I was told by Ashley she would advise what my call was regarding and give the agent my account details, I was transferred to a CSA called Mark in the Ready 2 team who had no idea what the call was regarding and didn’t have my details so I had to confirm security questions again, after this Mark was able to help I was told to cancel my Direct Debit at my bank as he was not sure if it would take the £106.26 or the new adjusted amount he was processing, I was also told to wait 3 days and my bill would be corrected and could pay the new amount with a debit card over the phone and cancel my account as by this time I was that upset with the service I no longer wanted to deal with T-mobile again.

On the 12th I received a call from T-mobile but as was at work missed it I rang back and was told there was no information on my account as to who had called or what it was in relation to I was also told my current balance still hadn’t being adjusted but as it had not yet being 3 working days I decided to wait. The next day I received a further call and answered this and was asked if I was interested in T-Mobile’s fantastic Mobile Broadband and declined to accept the offer due to all the problems I have had and that I already had a similar service from 3.

When I got home today (The 14th of August) as I was unsure if my account had being sorted I rang T-Mobile to check (this shows on my phone the call was made at 5:15pm) I was advised by the automated service that my balance was still at the £99.27. I then spoke to spoke to mark on team 718 and asked to speak to a team leader, he refused to put me thru and wanted to know what I was calling about. I advised that due to the way my problem had being handled I didn’t want to speak to a CSA again but I wanted to speak to a manager and I knew my legal rights concerning this as I work in a call centre he still refused to transfer me and continued to ask what it was regarding I said if he checked the notes it should indicate what the problem was regarding, he looked at the notes and advised the last two calls showed I had called up and asked for my balance and the second time asked for my Direct Debit to be cancelled but no other notes so he was clueless, as the two previous calls on the system were lengthy complaints and took some time I was surprised at the lack of any further information. He checked back at other notes and advised me that a credit was going to be applied to my account at my next bill date, I advised that this would mean in order for me to pay my account this month and not miss a payment I was having to pay for their error as the only reason I took the new Phone and Tariff was because I was lied to at the outset about the availability of a phone, I don’t mind paying for my call time and text usage but I don’t see why I should pay for T-Mobiles error. He didn’t respond to this and advised they have their processes and no one can credit my account before my next bill date. A asked why I had already being credited a refund that was showing on my account as my bill had reduced and again no real answer was given just that it was a credit for delivery and this was different to the credit of a handset and tariff adjustment. As I used to work for o2 and currently work in a call centre I know how things should work and I know some one can sort this problem out and place a credit on my phone account now, but I was told by Mark that it would not happen as no one was able to do this in the end after going in circles I again asked to speak to a team leader, manager or whoever could help me and was informed I would be called back by a Team leader as none were available, in between one and two hours. Due to these problems I asked for an email address I could complain to and was advised of the one above, then I was informed that this department could credit my account and sort all my problems out but no telephone number was available and all communication had to be by email or post. I advised Mark that I was going out and needed the manager call back ASAP. When I returned home my phone showed just one missed call which was made at 8:12 so again I was given wrong information as this was actually over two and a half hours after my request.

Due to the way I have being treated as a paying customer and the fact that I have repeatedly being lied to over the phone by and that my account has not being updated I find no other alternative but to send this email which shows the underhanded tactics that T-Mobile is using and despite myself and others advising of the lies in regards to stock of the new phone fact the blunders, thru either lack of training or blatant dishonesty, continue (just read the following forum threads in full from xda-developers.com same links as above) It also seams the same pattern of lies happened with the release of the Vario III and Compact III.

I hope some one can sort my statement out as at the moment I am being charged for a mistake that T-Mobile has made due to lies or marketing strategy and this seams to not just be an operator error but a marketing scam in order to hold on to customers and entice new one’s and I think this should not be tolerated by paying customers and I expect my account to be sorted out so I can have the privilege of never having to deal with such a company in the future. Also due to the now many hours of my time in writing this email and speaking to staff I expect compensation or this matter will be taken further

PS this information has being posted on the internet where no doubt all those wanting to buy your new phone will be warned of what a terrible company you are and no doubt purchase the o2 xda diamond pro (which is the same phone just renamed :mad::mad: