Sunday, July 15, 2007

He must have a death wish

John’s battery in his mobile phone isn’t keeping it’s charge so I asked if he’d like the Birthday bunny to buy him a new one.

He found one that he liked from T-Mobile website so I ordered it on behalf of the Birthday bunny. It arrived, along with a letter saying the £10 top-up credit that I had to buy with the phone, had automatically been credited to the new mobile phone number.

As John wanted to keep his existing SIM I rang T-Mobile and asked if it could be possible to transfer the credit to his existing number. The little man I spoke to was extremely snotty. Apparently it was not their policy to transfer credits so his attitude was tough…

I asked to speak to a manager as the website made no reference to the £10 automatically being credited to the new phone. If I had known this was going to happen I would have bought the phone elsewhere. He refused.

I asked again very nicely to speak to a manager, Again he refused and then started arguing with me big time. At the third time of asking to speak to a manager he deliberately cut me off.

As Dr Bruce Banner from the Incredible Hulk says, ‘don’t make me angry, you won’t like me when I’m angry’. Yep, guess who appeared, the Customer from Hell ! ! !

I rang T-Mobile again and asked ‘Pat’ very nicely if I could speak to a manager as I had a lot of shouting to do and she wasn’t paid enough to be shouted at.

She was more than happy for me to speak to a manager, but as they operate a call back system, it would be at least four hours before a manager would get back to me, so asked if she could help speed up my query.

I explained about the £10 credit but I was more concerned about making an official complaint regarding the guy I’d spoken to. Although it is their policy not to transfer credits, they have the authority do so in certain circumstances and as their website hadn’t explained what would happen to the £10 and as an apology for their bad customer service, she was prepared to do so.

However transferring the £10 wasn’t quite that simple. I knew John’s mobile phone number but didn’t know his password. Well actually I did, but she couldn’t tell me that it had three letters missing from the end as their passwords will only allow six characters.

So I had to give her John’s work number so she could speak to him direct. He then had to ring me to let me know his password so when she rang me back I could give her the details – I do hope you’re keeping up….

If that wasn’t enough John had to phone me at home from his mobile so she could verify that he really was who he said he was – apparently they are able to track what calls are made.

Having proved that John really was John and given her the correct password, the £10 was transferred to his original SIM.

As for the nasty little man, an official complaint was made and even though I only knew his first name, every call and telephone number are logged so it won’t be hard to find the guilty person.

Hah, that’ll teach him to upset the customer from hell ! ! !


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