Complaints/Mis-selling

[Anonymous]

Hi all, I got bamboozled into getting a Galaxy Ace in store and have raised a complaint about it. No-one is dealing with it or getting back to my numerous callback requests. I have been calling since 6th June with no-one helping! Am i right to say if the have not addressed this by week 8 I can go to the ombudsman as losing faith and patience. I spoke to a (seemingly) help agent 26th June who stated he would take the complaint on. 3 calls later asking for some help from ANYONE and keep getting palmed off with "we'll e-mail him to call you back" this has been going on for for 5/6 weeks (with the call back promises for about 3 weeks). Now my main question is apart from going to the ombudsman is there anyone else I can bring into the matter? (I.E trading standards etc). Thanks

[Anonymous]

ooh forgot to state I have fully followed the customer complaints procedure too

[adamtemp64]

HAve you followed thr full complaints procedure? http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

was searching for link but you have emaild the complaints review service and they have not replied?

[Anonymous]

Indeed I have followed the procedure. The agent has called me back and we are progressing. Based on the current action being taken will review after a decision has been made prior to emailing customer relations.

[Anonymous]

Stick at it,you will get there in the end!!

[Anonymous]

Probably not a brilliant suggestion, but perhaps try walking in-store and seeing if there's someone there that can deal with your issue - to see if they can push it forward a bit quicker?

Always seems to work better in person...

[Anonymous]

If you got it in a store I thought you would have to return to the store to make a complaint, have you tried this option?

[anticpated]

O2 Guru's eh? 

So essentially they fobbed a Galaxy Ace onto you when what you wanted was probably a Galaxy S 2 or something in that calibre? The Ace is great for medium-priced smartphone however probably not if you want the bells and whistles. 

I had a question for a supposive "guru" and they ensured me I was doing the right thing. Which clearly I wasn't as I still had the same problem later. Anyway I resolved it myself only by chance, by browsing through the internet and something caught my attention.

The best place to find out about any Telephone is GSMArena.com. 

The biggest let-down on any smartphone is the battery however also considering it's actually a small computer running a version of Linux inside it's understandable.

[Anonymous]

Nope. Didn't want a smartphone at all. I said I just wanted a phone with a decent camera ( like my old cybershot) and was "advised" the Samsungs was better. Having never had a smartphone I asked about any hidden charges or any cost I may incur as I was aware of smartphones online/app stuff. I was "advised" there were none apart from a £1 per day charge if I was to use the internet. As my bills got higher and higher I finally acted and inquired why my bills were £40/£50 per month when I never use my minutes and have unlimited txts (£21 per month contract) Was then advised "oh as its a smartphone it will connect to the web for software updates which are chargeable. Over the last few months this has totaled £140. A CSR was very helpful and told me how to turn the thing off from doing it and raised a credit for the £140 which was rejected on the basis (and I quote) " as you never asked for a data bolt on its your own fault" My complaint being AT POINT OF SALE I asked about any charges like this and as stated was only advised of the £1 per day web charge. My argument was If I knew of this phones need to do this I A) would never have taken the phone ...period and b) if I did know about this I would have happily paid £3 a month for the bolt on. I went back in store to address this and was advised "no we would have told you". funny the girl that mugged me off no longer works there.

[anticpated]

It's very hard to get away from Smartphones in the mobile market now.  Nokia and Samsung still do functional, tactile key handsets for under the £100 mark. The shop staff probably work on commision and are encouraged to 'get rid' of older stock.

Mobile shop staff generally hate me, as I am kind of clued up about the handsets, so it's harder for them to fob me off with sales hype. I don't know everything however I know enough.

If you are using a smartphone, they should have added a data tariff to cover that aspect. I pay £6 for 500MB of data allowance which rarely gets used to it's maximum potential. You can add this on your bills page by adding a data bolt-on.

And to bring up another point, saying "tough luck you should know better" doesn't really cut the mustard. That's like saying, "we are only responsible for the information we give you and not anybody else whom works within the company".