This was a collaboration between Hurricane Puffrose and myself with some useful input from Sapphire in Site Team. We have tried to make it simple but if you are unsure then please start a new thread and hopefully we can advise you what to do.
Mobile phone complaints
Definition of a complaint:
“‘Complaint’ means:
a) an expression of dissatisfaction made by a customer to a Communications Provider related to either:
i) the Communications Provider’s provision of Public Electronic Communications Services to that customer; or
ii) the complaint-handling process itself; and b) where a response or resolution is explicitly or implicitly expected. “
Source: http://stakeholders.ofcom.org.uk/bin...dling-code.pdf
Before making a complaint here are a few things that you might do that could solve the issue without needing to speak to your mobile phone provider.
1) Turn the phone off and then back on again (you will be surprised how often this resolves the issue)
2) Take the SIM card out and wipe it on a clean tissue gently. Also wipe the place where the SIM fits into. Static can build up and cause real problems.
3) Try you SIM with another handset. If this works then the handset is at fault. Otherwise it will be the SIM. You can pop into the nearest store and get a new SIM card and problem is resolved faster than needing to call the mobile provider.
If steps 1 to 3 do not resolve the issue then you will need to speak with your mobile phone provider and explain the problem that you are having.
When you get through ask for the adviser's name, their department and call log number (and make sure you write it down as well). If you are happy with their response then please tell them.
If you are unhappy with the response that you are given then ask to speak to the supervisor/team leader. If they need to call you back then ask for the name of the person who will call you and an approximate timescale for that call back. Surnames are not usually given by mobile phone providers so do not expect one. Please ask for a reference number for the complaint.
If you have been given a timescale of 24 hours then please do not call back prior to that timescale unless the problems gets worse. When they call back ask for their name, position and call log number.
The company should deal with your issue as a complaint and have up to 8 weeks to resolve it in full. However, they should make contact with you within the first 72 hours and from there on in should provide timescales for further contact.
What you should get from your mobile phone provider:
Courtesy and manners from the advisers
A reference number for your complaint
An offer of fault finding in cases of handset faults
That your complaint is to be taken seriously and dealt with promptly.
Some resolutions may include an early upgrade of your handset if this will rectify the problem. You might be offered credit on your account depending on the problem and severity of it.
Links to complaint handling:
o2
http://service.o2.co.uk/IQ/SRVS/CGI-...le),CASE=13668
Orange
http://www.orange.co.uk/contact/complaints.html
T-Mobile
http://e-gain.s3.amazonaws.com/exter...e%20010213.pdf
Talk Mobile
http://www.talkmobile.co.uk/help-and-advice/contact-us
Section 5 below
http://media.secure-mobiles.com/talk...b6dqsi5p215785
Tesco Mobile(part 17 on the link)
http://phone-shop.tesco.com/tesco-mo...fpractice.aspx
Three
http://www.three.co.uk/Support/Conta...omplaints_code
Virgin Mobile
http://www.virginmobile.com/vm/media...ode_Jan_11.pdf
Vodafone
http://www.vodafone.co.uk/about-us/code-of-practice/
List of contacts should you need to contact them:
EE
http://help.ee.co.uk/system/selfserv...USTOM_BRAND=EE
o2
http://www.o2.co.uk/contactus
Orange
http://help.ee.co.uk/system/selfserv...D=BROWSE_TOPIC
T-Mobile
http://ee.co.uk/t-mobilehelp/
Talk Mobile
https://self-help.talkmobile.co.uk/S...ward=contactus
Tesco Mobile
http://phone-shop.tesco.com/tesco-mo...contactus.aspx
Three
http://www.three.co.uk/Contact_us
Virgin Mobile
http://www.virginmobile.com/vm/gener...s.footer.sm013
Vodafone To access the form enter the code WRT135. As well as stating your query in the questions box, please also quote “Legal Beagles”.
http://www.vodafone.co.uk/contact-form/index.htm
Mobile phone complaints
Definition of a complaint:
“‘Complaint’ means:
a) an expression of dissatisfaction made by a customer to a Communications Provider related to either:
i) the Communications Provider’s provision of Public Electronic Communications Services to that customer; or
ii) the complaint-handling process itself; and b) where a response or resolution is explicitly or implicitly expected. “
Source: http://stakeholders.ofcom.org.uk/bin...dling-code.pdf
Before making a complaint here are a few things that you might do that could solve the issue without needing to speak to your mobile phone provider.
1) Turn the phone off and then back on again (you will be surprised how often this resolves the issue)
2) Take the SIM card out and wipe it on a clean tissue gently. Also wipe the place where the SIM fits into. Static can build up and cause real problems.
3) Try you SIM with another handset. If this works then the handset is at fault. Otherwise it will be the SIM. You can pop into the nearest store and get a new SIM card and problem is resolved faster than needing to call the mobile provider.
If steps 1 to 3 do not resolve the issue then you will need to speak with your mobile phone provider and explain the problem that you are having.
When you get through ask for the adviser's name, their department and call log number (and make sure you write it down as well). If you are happy with their response then please tell them.
If you are unhappy with the response that you are given then ask to speak to the supervisor/team leader. If they need to call you back then ask for the name of the person who will call you and an approximate timescale for that call back. Surnames are not usually given by mobile phone providers so do not expect one. Please ask for a reference number for the complaint.
If you have been given a timescale of 24 hours then please do not call back prior to that timescale unless the problems gets worse. When they call back ask for their name, position and call log number.
The company should deal with your issue as a complaint and have up to 8 weeks to resolve it in full. However, they should make contact with you within the first 72 hours and from there on in should provide timescales for further contact.
What you should get from your mobile phone provider:
Courtesy and manners from the advisers
A reference number for your complaint
An offer of fault finding in cases of handset faults
That your complaint is to be taken seriously and dealt with promptly.
Some resolutions may include an early upgrade of your handset if this will rectify the problem. You might be offered credit on your account depending on the problem and severity of it.
Links to complaint handling:
o2
http://service.o2.co.uk/IQ/SRVS/CGI-...le),CASE=13668
Orange
http://www.orange.co.uk/contact/complaints.html
T-Mobile
http://e-gain.s3.amazonaws.com/exter...e%20010213.pdf
Talk Mobile
http://www.talkmobile.co.uk/help-and-advice/contact-us
Section 5 below
http://media.secure-mobiles.com/talk...b6dqsi5p215785
Tesco Mobile(part 17 on the link)
http://phone-shop.tesco.com/tesco-mo...fpractice.aspx
Three
http://www.three.co.uk/Support/Conta...omplaints_code
Virgin Mobile
http://www.virginmobile.com/vm/media...ode_Jan_11.pdf
Vodafone
http://www.vodafone.co.uk/about-us/code-of-practice/
List of contacts should you need to contact them:
EE
http://help.ee.co.uk/system/selfserv...USTOM_BRAND=EE
o2
http://www.o2.co.uk/contactus
Orange
http://help.ee.co.uk/system/selfserv...D=BROWSE_TOPIC
T-Mobile
http://ee.co.uk/t-mobilehelp/
Talk Mobile
https://self-help.talkmobile.co.uk/S...ward=contactus
Tesco Mobile
http://phone-shop.tesco.com/tesco-mo...contactus.aspx
Three
http://www.three.co.uk/Contact_us
Virgin Mobile
http://www.virginmobile.com/vm/gener...s.footer.sm013
Vodafone To access the form enter the code WRT135. As well as stating your query in the questions box, please also quote “Legal Beagles”.
http://www.vodafone.co.uk/contact-form/index.htm
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