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Mobile Phone Complaints: A guide

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  • Mobile Phone Complaints: A guide

    This was a collaboration between Hurricane Puffrose and myself with some useful input from Sapphire in Site Team. We have tried to make it simple but if you are unsure then please start a new thread and hopefully we can advise you what to do.
    Mobile phone complaints



    Definition of a complaint:

    “‘Complaint’ means:
    a) an expression of dissatisfaction made by a customer to a Communications Provider related to either:
    i) the Communications Provider’s provision of Public Electronic Communications Services to that customer; or
    ii) the complaint-handling process itself; and b) where a response or resolution is explicitly or implicitly expected. “
    Source: http://stakeholders.ofcom.org.uk/bin...dling-code.pdf

    Before making a complaint here are a few things that you might do that could solve the issue without needing to speak to your mobile phone provider.
    1) Turn the phone off and then back on again (you will be surprised how often this resolves the issue)
    2) Take the SIM card out and wipe it on a clean tissue gently. Also wipe the place where the SIM fits into. Static can build up and cause real problems.
    3) Try you SIM with another handset. If this works then the handset is at fault. Otherwise it will be the SIM. You can pop into the nearest store and get a new SIM card and problem is resolved faster than needing to call the mobile provider.
    If steps 1 to 3 do not resolve the issue then you will need to speak with your mobile phone provider and explain the problem that you are having.
    When you get through ask for the adviser's name, their department and call log number (and make sure you write it down as well). If you are happy with their response then please tell them.
    If you are unhappy with the response that you are given then ask to speak to the supervisor/team leader. If they need to call you back then ask for the name of the person who will call you and an approximate timescale for that call back. Surnames are not usually given by mobile phone providers so do not expect one. Please ask for a reference number for the complaint.

    If you have been given a timescale of 24 hours then please do not call back prior to that timescale unless the problems gets worse. When they call back ask for their name, position and call log number.

    The company should deal with your issue as a complaint and have up to 8 weeks to resolve it in full. However, they should make contact with you within the first 72 hours and from there on in should provide timescales for further contact.

    What you should get from your mobile phone provider:

    Courtesy and manners from the advisers
    A reference number for your complaint
    An offer of fault finding in cases of handset faults
    That your complaint is to be taken seriously and dealt with promptly.

    Some resolutions may include an early upgrade of your handset if this will rectify the problem. You might be offered credit on your account depending on the problem and severity of it.



    Links to complaint handling:

    o2
    http://service.o2.co.uk/IQ/SRVS/CGI-...le),CASE=13668

    Orange
    http://www.orange.co.uk/contact/complaints.html

    T-Mobile
    http://e-gain.s3.amazonaws.com/exter...e%20010213.pdf

    Talk Mobile
    http://www.talkmobile.co.uk/help-and-advice/contact-us

    Section 5 below
    http://media.secure-mobiles.com/talk...b6dqsi5p215785

    Tesco Mobile(part 17 on the link)
    http://phone-shop.tesco.com/tesco-mo...fpractice.aspx

    Three
    http://www.three.co.uk/Support/Conta...omplaints_code

    Virgin Mobile
    http://www.virginmobile.com/vm/media...ode_Jan_11.pdf

    Vodafone
    http://www.vodafone.co.uk/about-us/code-of-practice/



    List of contacts should you need to contact them:

    EE
    http://help.ee.co.uk/system/selfserv...USTOM_BRAND=EE

    o2
    http://www.o2.co.uk/contactus

    Orange
    http://help.ee.co.uk/system/selfserv...D=BROWSE_TOPIC

    T-Mobile
    http://ee.co.uk/t-mobilehelp/

    Talk Mobile
    https://self-help.talkmobile.co.uk/S...ward=contactus

    Tesco Mobile
    http://phone-shop.tesco.com/tesco-mo...contactus.aspx

    Three
    http://www.three.co.uk/Contact_us

    Virgin Mobile
    http://www.virginmobile.com/vm/gener...s.footer.sm013

    Vodafone To access the form enter the code WRT135. As well as stating your query in the questions box, please also quote “Legal Beagles”.
    http://www.vodafone.co.uk/contact-form/index.htm
    Last edited by Tools; 28th April 2015, 14:37:PM.
    "Family means that no one gets forgotten or left behind"
    (quote from David Ogden Stiers)
    Tags: None

  • #2
    Re: Mobile Phone Complaints: A guide

    An Addition to the above.

    Some basic timescales, please note these may vary slightly company to company, but it is a good basis to work on.

    REMOVAL OF ANY BARS ON ACCOUNT:

    OFFICIAL: up to 24 WORKING hours (can take longer at the weekends)
    UNOFFICIAL: Wait an hour or so, turn your phone off and on and try again.

    CREDITS TO ACCOUNT:

    Up to 5 working days

    REPLY TO A LETTER:

    Up to 5 days in the first instance, most companies aim to have the entire issue resolved within 28 days.

    RETURN OF A HANDSET:

    PLEASE READ CAREFULLY, THIS IS IMPORTANT.

    If you purchase/upgrade online or over the phone, you have a 14 days cool off period on any product, some companies have an extended happiness gaurentee but that is at their descretion.

    If you go to a store YOU HAVE NO COOL OFF PERIOD UNLESS YOU GET IT IN WRITING! This is because you can physically hold the phone, see it and see if you like it.

    IF YOU ARE A BUSINESS CUSTOMER YOU HAVE NO COOL OFF PERIOD.

    If you have an issue with a phone taken online/phone contact customer services re it going in for repair (within 18 months)

    If you took it via store, go back to store.

    Comment

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