They have messed me about, failed to fix my phone or call me back when they said they would. They made me sit at home 2 days to have phone picked up but never showed and then sent it to get fooxed, only to have back still not working. I am still paying my bill as always have done for 2 years and i have 9 months left on my contract. They want to charge me £200 to leave contract or accept a new mobile from them, But there service is so bad i dont want to. What do i do to get out of the penalty fee. I offered to send phone back and settle my bill with them. The fault has been going on for over 4 mths.
2006-10-16 02:42:52 · 17 answers · asked by Navarra 1 in Consumer Electronics ➔ Cell Phones & Plans
i wouldnt pay them go to C.A.B and get some advice on where you stand they havent stuck to there contract so why should you!!. Good luck
2006-10-16 02:48:47 · answer #1 · answered by pinkdragon 3 · 0⤊ 0⤋
Sorry to be the bearer of bad news, ive worked for Orange for three years and all the mobile companies are pretty much the same. The problem in your case seems to be two pronged - first of all really poor customer service (which 3 are known for) and problem with the hardware. Now the customer service problem unfortantely doesnt entitle you to leave the contract early, this is an internal issue with 3 and should be addressed as such. The Hardware problem (the phone) is a problem with the company who makes them and the network doesnt have any liability for this as your contract is only for the provision of air time and not the phone at all. They have to replace it within the sales of goods act if its still within that time or alternatively you have manufacturers warranty. But still, niether of these allow a termination of contract. One of the previous answers was to stop paying the bill, dont do this as it will result in adverse credit rating for you and is rpetty pointless. I would however, advise the citizens advice bureau or telephone ofcom who are the regulators for this company
2006-10-16 05:56:06 · answer #2 · answered by morris994 4 · 0⤊ 0⤋
Your phone comes with an 12 or 18 month warranty.
within that time they will fix your phone free of charge as long as the problem is covered by the warranty.
After you have send your phone 3 times to be fixed, but the problem was not resolved its with in you rights to request for the phone to be replaced. They will not exchange it before that, as it is within their rights to take the phone for repair at least 3 times.
the problem you have with the delivery/collection time that is because of parceline not the network, unfortunately customers complain about that all the time, nothing anyone can do about that.
you have agreed to the upgrade and they will hold you against it, the penalty fee that you mention is effectivly the remaining line rental. You can avoid it, if you stop paying your bills and move house cause the bailiefs will be knocking on your door. Of course this will remain permanately on your credit record.
Send the phone off again, make sure its the third time, request for a credit to be applied to your account for the days that you didnt have your phone or couldnt use it (bargain with them). wait till it comes back, if not fixed again ask for the replacement. If they agree to the replacement, make sure you CALL EVERY DAY to make sure this has been actioned! when i say every day i mean it.
good luck
2006-10-18 11:25:40 · answer #3 · answered by Anonymous · 0⤊ 0⤋
Keep going back to them, they will get bored with you and resolve the matter. I would have thought that they have broken their part of the contract by not fixing the phone, picking it up on time, providing and inadequate service. keep asking to speak to the supervisor, line manager, manager, anyone higher up you can think off. tell then you are going to take it to an independent body who will look into the case for you. Most of these people in call centers will not know the legalities of the contracts only the bare bones of it. Remind them of all the problems you have had. Ask them if they would accept the service from a phone company that you are expected to get from them. Basically moan like hell but keep your cool. Good luck!!
2006-10-16 02:50:15 · answer #4 · answered by Anonymous · 0⤊ 0⤋
Go to the ombudsman - they have messed you about enough! You could argue that you have forfilled your part of the contract but they have not. A good solicitor would be able to help and the first hour consultation will probably be free.
Don't pay it or let them get away with it!!!
2006-10-16 02:52:53 · answer #5 · answered by nettyone2003 6 · 0⤊ 0⤋
They haven't kept their part of the bargain-they can't even give you a handset that works. Go onto the Oftel website, I'm sure someone there will be able to help you. surely you won't have to pay the £200-what a disgrace!
2006-10-16 02:57:50 · answer #6 · answered by Twisty 4 · 0⤊ 0⤋
I have heard that some carriers will let you go if you have no coverage. It would probably have to be pretty bad coverage. If you are persistent of no coverage, they may send someone out there to verify your claim and then let you go. Tell them you have missed important and emergency calls. Make sure you write down the persons names and date/time of calls.
2006-10-16 06:51:52 · answer #7 · answered by MOD 2 · 0⤊ 0⤋
I would take it to the department of fair trading with your local council to investigate there service as a provider that may help
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2006-10-16 06:28:58 · answer #8 · answered by carl j 1 · 0⤊ 1⤋
stop paying your bills for a start stop using the mobile, send it back to them and tell them that after such poor customer service you no longer want to be with them and if there willing to take you to court then let them.
2006-10-16 02:51:07 · answer #9 · answered by Jo. 5 · 0⤊ 0⤋
Get them to contact another person .... A mate /friend etc... they MUST ask about what is owed..... That way they will brake the " consumer credit act 1988 "... and you can then take them to Court ..!! ( i did this with Capital One credit .... i owed £2,100 ) i payed phuck all , as someone contacted my wife and spoke about MY Debt...! ( its the Law and they Broke it )
Good luck mate , hope this helps.
2006-10-16 02:58:08 · answer #10 · answered by Anonymous · 0⤊ 0⤋
send them a long letter threatening to cancel direct debits because they are so bad. give the most tinyest details on what has gone wrong so far, when, how bad, how long for, and so on...
if they dont reply send another letter.
demand a reply, but keep it kind. if you know what i mean
2006-10-16 04:41:32 · answer #11 · answered by Anonymous · 0⤊ 0⤋