princess jackson
DIS Veteran
- Joined
- Feb 25, 2005
- Messages
- 2,484
SORRY........... I'm so fed up and feel I'm not getting anywhere fast.
Why does customer service tend to be more for the company than the customer....
Been on contract with a certain company for many years, started a new deal in feb increasing my spends per month, and got a great handset (well was at the time)!!!!!
Needed to be repaired 7 weeks ago, and the outcome was a brand new circuit board as they could not repair the problem, only thing that was not changed was the case. Took a week from handing in and returning which was pretty good service.
Well things changed, last week phone decided to have a mind of it's own, either switched off and refused to come back on, to totally resetting itself losing everything including default settings. So yet again it went back into repair. I did some research on the handset and found that it's a common fault.
I spoke with sales person in shop, and explained this and. Asked what the chances would be to change handset and even add the 6 months on to end of the contract. Salesman said they do it for people who lose or have the handset stolen. So great, only way is to speak with customer service.
This is where I become really frustrated, only way I can change handset is to pay the remaining 17 months of contract and start new, as the fault has to be reported three times. I explained that this is not going to happen as they replace the circuit board so it's never going to be the same fault as it will have a new imei number.
The customer service kept repeating the same line over and over, stating the phone will be like new when I get it back, shame they said that the first time. And that i have to give them 3 days.
It's taken a week to arrive at the repair centre, then it's taken 4 days at the quality check part, I know this as i can track the repair. They think it's acceptable for me not to have my handset for 3/4 weeks out of 6 1/2 months.
I popped int o the store again today to be met by a miserable member of staff who just stands and plays on the iPad. Not interested in trying to help, was told that they only have 2 collections per week tue and fri, so I asked would it be back by fri. No it won't as it went on a tue so won't arrive unless it's a tue
nsorry for RANTING, 
I went into the store again to chase up the repair.
Why does customer service tend to be more for the company than the customer....
Been on contract with a certain company for many years, started a new deal in feb increasing my spends per month, and got a great handset (well was at the time)!!!!!
Needed to be repaired 7 weeks ago, and the outcome was a brand new circuit board as they could not repair the problem, only thing that was not changed was the case. Took a week from handing in and returning which was pretty good service.
Well things changed, last week phone decided to have a mind of it's own, either switched off and refused to come back on, to totally resetting itself losing everything including default settings. So yet again it went back into repair. I did some research on the handset and found that it's a common fault.
I spoke with sales person in shop, and explained this and. Asked what the chances would be to change handset and even add the 6 months on to end of the contract. Salesman said they do it for people who lose or have the handset stolen. So great, only way is to speak with customer service.
This is where I become really frustrated, only way I can change handset is to pay the remaining 17 months of contract and start new, as the fault has to be reported three times. I explained that this is not going to happen as they replace the circuit board so it's never going to be the same fault as it will have a new imei number.
The customer service kept repeating the same line over and over, stating the phone will be like new when I get it back, shame they said that the first time. And that i have to give them 3 days.
It's taken a week to arrive at the repair centre, then it's taken 4 days at the quality check part, I know this as i can track the repair. They think it's acceptable for me not to have my handset for 3/4 weeks out of 6 1/2 months.
I popped int o the store again today to be met by a miserable member of staff who just stands and plays on the iPad. Not interested in trying to help, was told that they only have 2 collections per week tue and fri, so I asked would it be back by fri. No it won't as it went on a tue so won't arrive unless it's a tue
nsorry for RANTING, I went into the store again to chase up the repair.
And 
What an absolute pain Ginette, no wonder you need a rant ! I hope it gets sorted soon hun
