I am posting this in the hope that it may give others some encouragement and ideas on how to go about complaining:
My initial email went on the 30th of March:
----------QUOTE----------
To: cust.rel@t-mobile.co.uk
I have a T-Mobile G2 handset on a monthly contract. The handset was received by me towards the end of last year and I am on an eighteen month contract however I am having a number of issues with the handset:
(a) It will not maintain a data connection using 3G. I myself live in a non-3G area but when I travel into a 3G area I experience the same 3G problems as a number of other users. The phone reports 3G on the screen but when browsing/downloading it will NOT transfer data. It sometimes shifts to HSDPA but more often simply fails to download and ends up switching to GPRS – a very slow data rate and certainly NOT the service I am paying for.
(b) Many times my phone will miss calls – the calls are being sent direct to answer phone and I have to re-boot the phone to start receiving calls again. This is a huge inconvenience as you can imagine.
(c) SMS messages are failing to get through to the phone or are being delayed by anything from fifteen minutes to over an our. Again, this is causing me inconvenience.
Currently the phone is unreliable and is, in my opinion, unfit for purpose and I would welcome your suggestion on what my options are with regard to a replacement. I do NOT wish to cancel my T-Mobile contract as I am overall happy with the service and the price plan, but the handset itself is NOT of a satisfactory quality.
For your information I have made sure the handset is running the latest version of the software from your web site, and have fully tested the handset without any additional applications or configurations other than the default ones. I have re-booted the phone, wiped the internal memory, etc.
----------END QUOTE----------
This was followed by receiving a call from T-Mobile. The first person I spoke to assured me that there was nothing wrong with the handset. I asked to speak to her manager and a “Floor Manager” came on who advised me that I needed to provide them with five postcodes where I was finding that the 3G wasn’t transferring data. I explained that this would be impractical at best and near impossible at worst.
He then advised me that the reason I miss calls and texts is due to living in a non-3G area so the phone is getting a weak signal when set to 3G. He advised me to set the phone to 2G when in a non-3G area and 3G when in a 3G area. I suggested he was fobbing me off, informed he I would be making a formal complaint and hung up on him.
I then sent this:
----------QUOTE----------
To: MDTMOB@t-mobile.co.uk
I have today been speaking to two of your support staff regarding problems with my T-Mobile G2 handset. This was provided by your company towards the end of last year on an 18 month contract and has recently started to exhibit two of the “known issues” that are making the phone, in my view, unfit for purpose.
The handset itself is very good, feature and construction-wise, but it has an issue with calls not being sent through to the handset (or the handset not notifying of incoming calls) and in maintaining data on a 3G connection.
These issues can be found at:
Phone not notifying of calls:
http://support.t-mobile.co.uk/discussions/index?page=forums&topic=8010381029d6090123c3bc94d6007c47
http://support.t-mobile.co.uk/discussions/index?page=forums&topic=80103834aaca0127056e04620070e2
No data transfer on 3G:
http://support.t-mobile.co.uk/discussions/index?page=forums&topic=8010384abbabde01276d5f3caa005e2d
http://support.t-mobile.co.uk/discussions/index?page=forums&topic=8010386cc3d18901276dca37bd0064b9
And then there are the other issues that I haven’t even asked your support people about:
G2 suddenly going “dead” and needing battery pull:
http://support.t-mobile.co.uk/discussions/index?page=forums&topic=80103864a032901275f3d54db007899
http://support.t-mobile.co.uk/discussions/index?page=forums&topic=80103834aaca0127056e0462006e1e
Your customer service people were very polite, however considering the number of people talking about these same problems I found it hard to believe that they were unable to offer any kind of solution or to admit that there even *is* a problem with this handset and 3G.
Your advisers suggestions were as follows:
On the subject of no data being transferred on 3G, he asked me to call back when I had at least FIVE postcodes where this is happening. I explained that (a) it happened everywhere when I was in a 2G area and (b) I don’t *know* the postcodes of all the places I am (for example – shopping). This sounded to me very much like a “go away and come back another time when someone else might deal with it” answer.
On the subject of missing calls (and delayed texts) the adviser suggested that it was due to the handset being set to try and connect to 3G and my home address being in a non-3G area. He advised me to go into the settings on the handset every time I was in a non-3G area and change the handset to only look for 2G. Then change it back when I am in a 3G area. This is totally, totally impractical and again suggested to me a brush-off answer.
Having been with T-Mobile for many years, with two other contract handsets in the family AND a pay-as-you-go, I am NOT looking to move networks as I am happy with the service, coverage and prices of T-Mobile. I am, however, very unhappy with the handset that I am left with and the apparent lack of concern and knowledge of your support staff, especially on issues that have been confirmed as “known” by T-Mobile staff in your own forums.
A number of your forum members have already written to Watchdog and Trading Standards and at least one has filled out an Ofcom “complaint not being handled” feedback form. I am avoiding these issues as I do not feel that a company of your size and standing need be dragged through the public eye with the Android/G2 fiasco, but please can you advise me on my next course of action?
PS: I would appreciate all correspondence in email as (a) I am able to keep a copy and maintain a history and (b) I have extreme difficulty in understanding your support staff at the call centres I am usually transferred to.
----------END QUOTE----------
To which I received this:
---------- QUOTE----------
Good afternoon Mr Anderson
Thank you for your email about the problems you are experiencing with the G2 phone.
Before I can look into this for you, I will first need to implement certain procedures in line with our privacy policy. To answer your query I need to access your account and I need to make sure you are the account holder.
When people contact us by email we do have to be careful and to make sure we have as much security information as possible. We do not want to give out account information to people who are not entitled to it, this is why we need to ask for your password.
To allow me to look in to this matter for you, please can you reply to this email with your account password.
If you cannot remember your password, can you please tell me the amount of your last bill and how you paid it.
Thank you again for your email, I am sorry I was unable to help you today. Please be assured, once I can access your details, I will look into this as a matter of priority.
Kind regards
(name withheld)
Complaints Investigation
T-Mobile
----------END QUOTE----------
My reply:
---------- QUOTE----------
My account password is “**********”.
As can be seen here: http://support.t-mobile.co.uk/discussions/index?page=forums&topic=8010380706d79930127a9fadba8007725 there are many people with the very same problems.
----------END QUOTE----------
Shortly after, I received a missed call from T-Mobile. I didn’t answer and they emailed me this:
---------- QUOTE----------
Good afternoon Mr Anderson
Thank you for replying to my email and confirming your security details. I am grateful for this as it allows me to access your account. I am sorry to hear of the problems you have had with the G2.
I have looked into these issues you have experienced and I am afraid these are not known faults. Due to the problems you are experiencing, I am happy to offer an exchange of the same phone.
Please contact me on the number below to organise this. I am available next week from Tuesday due to the bank holidays.
Calls to this number are charged at local rate if you are a BT customer, however please check your BT plan. If you are with another provider this may differ, so please check. (Please note calls to this number from your mobile will be charged at 40p inc VAT per minute.)
I look forward to hearing from you soon Mr Anderson.
Kind regards
(name withheld)
Complaints Investigation
T-Mobile
----------END QUOTE----------
I called and (name withheld) was actually off – she’d gone home, but someone else sorted the address. The replacement came on the Tuesday after the bank holiday (6th April) and on the following day I sent this:
---------- QUOTE----------
Dear (name withheld),
Thank you for sorting out the replacement handset. However this one is showing exactly the same issues as the previous ones with 3G and it’s 2G signal strength is even worse than the one just returned. With the previous handset I was able to make and receive calls/texts when on 2G anywhere in the house. With this handset I receive no signal downstairs and one bar upstairs. Sending texts is a major issue as even with apparent signal the phone is reporting that it is unable to send.
It is plain that the G2 is NOT fit for purpose and I would like to ask what can be done to rectify this situation as I am now paying a monthly contract for a phone that can (a) make and receive no calls, (b) make and receive no texts and (c) is not able to use any 3G signal anywhere otherwise calls and texts do not come through.
Kind regards
----------END QUOTE----------
Turned out we have a problem with our local mast – I brought this up with her later on when she called me on Thursday. The first time she called I didn’t answer and she left a message for me to call her back. The second time was about half past four on Thursday. (name withheld) was very nice and accepted that the handset was not up to scratch – the signal problem I clarified with her and accepted that it was a localised temporary problem as they are still working on the transmitter.
I did press that the missing calls were a major issue along with the missing texts and that I have been using the phone in various locations to test this fully. I had indeed driven from Peterborough to High Wycombe and back on that very day to collect my children so their records could show every single cell tower I connected to throughout the day. They do check things like that.
(name withheld) then offered a replacement handset. Just like that. I explained that I tested software and web sites on mobile devices (half true – I work for a web site testing company part time) and that I therefore needed a smartphone with the ability to run apps. I asked if they did the iPhone (knowing that officially they didn’t) and she said no.
I explained that I therefore needed to stay with an Android device but of their current range, the Galaxy Portal and the LG were both of a lesser spec that the G2 and neither had a confirmation of the latest OS updates. I then pressed that I needed a handset that was kept up to date with the 2.1 update and explained my concerns over the Sony X10 and Sony’s reputation for being very slow in issuing updates. (name withheld) asked me to hold for a second while she looked if there were any other Android phones due to come to T-Mobile in the next month or so but said no.
That only left the Desire, so I asked outright: “is it possible for you to send me an HTC Desire as a replacement?”
(name withheld) said that would be fine and she would just check that there was one available. She put me on hold for a couple of minutes and then informed me that there was no stock (I asked if I could collect one in-store but she said that this upgrade was not like-for-like, therefore out of process, so had to be sent by her) but that she would check daily and send one out as soon as they came in. Would I like it sent to my home address?
In addition she said that she would give me seven days to then transfer everything from my G2 to the Desire. I said not to worry – it all sync’s and data is on the SD card so they can do a replace and collect at the same time and she said that they wouldn’t take the G2 back but that it would be blacklisted (fine – handy mp3 player for the wife!).
Finally I asked if it was okay if, when I got home, I could write a note to her and have her confirm it so I had something for my records. She said no problem so I wrote:
---------- QUOTE----------
Dear (name withheld),
Just to confirm our telephone conversation this afternoon. This replacement G2 is showing the same problems with 3G and data. I would like to accept your offer of an alternative handset, namely an HTC Desire, as I understand that this handset does not suffer from the same 3G issues. I also understand that this handset is currently out of stock but that you will be checking stock daily and will send one out on next day delivery as soon as available.
If you could be so kind as to confirm that the above is correct, then we can touch base in a day or two regarding stock.
Kindest regards
----------END QUOTE----------
To which I received the reply:
----------END QUOTE----------
Good morning Bryan
Thank you for your email requesting confirmation of my resolution.
I am happy to offer a non like for like exchange to the HTC Desire. Unfortunately there are none in stock but I will be checking daily.
I look forward to speaking to you soon.
Kind regards
(name withheld)
----------END QUOTE----------
That was Friday 9th April. (name withheld) then did indeed keep in touch, calling me every other day to tell me that there were no Desires in. By the 22nd I was getting frustrated seeing that some Desires had indeed been sent out and emailed (name withheld) links to the forum showing people receiving phones. On the morning of the 23rd I received a call from (name withheld) saying that a Desire had been sent out to me and I ought to have it Saturday or Monday.
It turned up Monday.
I would point out that everything since my second email has been addressed to and replied from MDTMOB@t-mobile.co.uk so that is the email to get stuff done. (name withheld) has been very helpful and never once insisted I was in the wrong at all. I did however, all the time, try to get over that the lack of 3G itself was far less of an issue than the missed calls.....after all, data is not an essential part of the contract whereas the ability make/receive calls is.
So I now feel guilty but happy. And loving my Desire. Though not yet worked up the guts to test 3G and calling/texting again....currently on 2G and WiFi!
Complaints Investigation
T-Mobile
----------END QUOTE----------
My reply:
---------- QUOTE----------
My account password is “**********”.
As can be seen here: http://support.t-mobile.co.uk/discussions/index?page=forums&topic=8010380706d79930127a9fadba8007725 there are many people with the very same problems.
----------END QUOTE----------
Shortly after, I received a missed call from T-Mobile. I didn’t answer and they emailed me this:
---------- QUOTE----------
Good afternoon Mr Anderson
Thank you for replying to my email and confirming your security details. I am grateful for this as it allows me to access your account. I am sorry to hear of the problems you have had with the G2.
I have looked into these issues you have experienced and I am afraid these are not known faults. Due to the problems you are experiencing, I am happy to offer an exchange of the same phone.
Please contact me on the number below to organise this. I am available next week from Tuesday due to the bank holidays.
Calls to this number are charged at local rate if you are a BT customer, however please check your BT plan. If you are with another provider this may differ, so please check. (Please note calls to this number from your mobile will be charged at 40p inc VAT per minute.)
I look forward to hearing from you soon Mr Anderson.
Kind regards
(name withheld)
Complaints Investigation
T-Mobile
----------END QUOTE----------
I called and (name withheld) was actually off – she’d gone home, but someone else sorted the address. The replacement came on the Tuesday after the bank holiday (6th April) and on the following day I sent this:
---------- QUOTE----------
Dear (name withheld),
Thank you for sorting out the replacement handset. However this one is showing exactly the same issues as the previous ones with 3G and it’s 2G signal strength is even worse than the one just returned. With the previous handset I was able to make and receive calls/texts when on 2G anywhere in the house. With this handset I receive no signal downstairs and one bar upstairs. Sending texts is a major issue as even with apparent signal the phone is reporting that it is unable to send.
It is plain that the G2 is NOT fit for purpose and I would like to ask what can be done to rectify this situation as I am now paying a monthly contract for a phone that can (a) make and receive no calls, (b) make and receive no texts and (c) is not able to use any 3G signal anywhere otherwise calls and texts do not come through.
Kind regards
----------END QUOTE----------
Turned out we have a problem with our local mast – I brought this up with her later on when she called me on Thursday. The first time she called I didn’t answer and she left a message for me to call her back. The second time was about half past four on Thursday. (name withheld) was very nice and accepted that the handset was not up to scratch – the signal problem I clarified with her and accepted that it was a localised temporary problem as they are still working on the transmitter.
I did press that the missing calls were a major issue along with the missing texts and that I have been using the phone in various locations to test this fully. I had indeed driven from Peterborough to High Wycombe and back on that very day to collect my children so their records could show every single cell tower I connected to throughout the day. They do check things like that.
(name withheld) then offered a replacement handset. Just like that. I explained that I tested software and web sites on mobile devices (half true – I work for a web site testing company part time) and that I therefore needed a smartphone with the ability to run apps. I asked if they did the iPhone (knowing that officially they didn’t) and she said no.
I explained that I therefore needed to stay with an Android device but of their current range, the Galaxy Portal and the LG were both of a lesser spec that the G2 and neither had a confirmation of the latest OS updates. I then pressed that I needed a handset that was kept up to date with the 2.1 update and explained my concerns over the Sony X10 and Sony’s reputation for being very slow in issuing updates. (name withheld) asked me to hold for a second while she looked if there were any other Android phones due to come to T-Mobile in the next month or so but said no.
That only left the Desire, so I asked outright: “is it possible for you to send me an HTC Desire as a replacement?”
(name withheld) said that would be fine and she would just check that there was one available. She put me on hold for a couple of minutes and then informed me that there was no stock (I asked if I could collect one in-store but she said that this upgrade was not like-for-like, therefore out of process, so had to be sent by her) but that she would check daily and send one out as soon as they came in. Would I like it sent to my home address?
In addition she said that she would give me seven days to then transfer everything from my G2 to the Desire. I said not to worry – it all sync’s and data is on the SD card so they can do a replace and collect at the same time and she said that they wouldn’t take the G2 back but that it would be blacklisted (fine – handy mp3 player for the wife!).
Finally I asked if it was okay if, when I got home, I could write a note to her and have her confirm it so I had something for my records. She said no problem so I wrote:
---------- QUOTE----------
Dear (name withheld),
Just to confirm our telephone conversation this afternoon. This replacement G2 is showing the same problems with 3G and data. I would like to accept your offer of an alternative handset, namely an HTC Desire, as I understand that this handset does not suffer from the same 3G issues. I also understand that this handset is currently out of stock but that you will be checking stock daily and will send one out on next day delivery as soon as available.
If you could be so kind as to confirm that the above is correct, then we can touch base in a day or two regarding stock.
Kindest regards
----------END QUOTE----------
To which I received the reply:
----------END QUOTE----------
Good morning Bryan
Thank you for your email requesting confirmation of my resolution.
I am happy to offer a non like for like exchange to the HTC Desire. Unfortunately there are none in stock but I will be checking daily.
I look forward to speaking to you soon.
Kind regards
(name withheld)
----------END QUOTE----------
That was Friday 9th April. (name withheld) then did indeed keep in touch, calling me every other day to tell me that there were no Desires in. By the 22nd I was getting frustrated seeing that some Desires had indeed been sent out and emailed (name withheld) links to the forum showing people receiving phones. On the morning of the 23rd I received a call from (name withheld) saying that a Desire had been sent out to me and I ought to have it Saturday or Monday.
It turned up Monday.
I would point out that everything since my second email has been addressed to and replied from MDTMOB@t-mobile.co.uk so that is the email to get stuff done. (name withheld) has been very helpful and never once insisted I was in the wrong at all. I did however, all the time, try to get over that the lack of 3G itself was far less of an issue than the missed calls.....after all, data is not an essential part of the contract whereas the ability make/receive calls is.
So I now feel guilty but happy. And loving my Desire. Though not yet worked up the guts to test 3G and calling/texting again....currently on 2G and WiFi!
