I bought a Siemens SL55 mobile phone from a PHones4U shop in
Brighton and was expecting to have my number ported over from
Vodaphone to 02, I was told by the shop asistant, also called
Howard, that this would take 7-10 days. After a further 3 visits
to their shop after this did not happen I decided to write to
the shop manager and the company MD:
My first letter to their Managing Director Mr Anthony Catteron
on 30th June:
"I have enclosed a copy of a letter that I have written
to the shop manager where I recently bought my new phone. I have
done this as my experience of dealing with the staff in this shop
is one of incompetence. They are very happy to tell me what I
want to hear but completely fail to come through with the goods.
They repeatedly tell me that my phone will be ported over within
the next 24 hours but nothing happens.
" I called into the shop today, was unable to speak to anybody
that was familiar with my situation, but was told somebody would
sort it out. On the basis they did not ask for my name, telephone
number or account details I struggle to believe they were sincere!
I am sure that the majority of your shops are better managed than
this and that I have just been very unlucky!"
2nd letter to their MD 15/7/03:
"I have enclosed a copy of a letter that I have written
to the shop manager where I recently bought my new phone. I have
done this as my experience of dealing with the staff in this shop
is one of incompetence. I also wrote to you on the 30th June and
as yet had no response to my letter. I am beginning to lose all
faith in your company.
I would like to think that somebody in your company cares how
customers are treated. As yet I have no experience of anything
other than a complete disregard for those people that buy your
products."
Third letter to MD on 23/7/03:
"This is now the third letter I have written to you, the
first two being on the 30th June and 15th July. As yet I have
not had a single reply. I am now completely frustrated and in
total disbelief that a company can be so arrogant, including its
Managing Director, as to have no consideration for its customers
I deeply regret ever walking into one of your shops.
Yesterday I contacted your shop manager with my new PAC number
and he said he would post me the new sim card. I received the
letter and the envelope said to contain the card was EMPTY!!!
During the process I obtained from Vodaphone 2 x PAC numbers,
on 2 seperate occaisions, which I supplied to Phones4U to get
ported over to 02. I found Vodaphone incredibly efficient, friendly
and helpful throughout even though they were losing my business.
"
Subsequent to the letters the debacle continues:
After this I got a phone call from a Graham Pettit of Customer
Service who told me that they had put a new sim card in the post.
I never received the sim card. I was eventually ported over on
29th July, but having no sim card I now had no mobile service
connection and therefore could not use my phone. Since I new the
phone for my business going even a day without the phone causes
a degree of lost business and certainly a lot of extra aggro.
I then rang Graham Pettit to resolve this he told me I would have
to go to one of their shops to get the sim card, when I questioned
why they hadn't told me this earlier he said that it can take
up to 2-3 weeks for them to respond to a written complaint!!
At this point I just gave up and resolved to get my money back.
I will keep you informed as to my success.
I contacted 02 the company I was to be ported over to and they
said that I will still be expected to pay for the contract term
that I had signed even though I had no sim card to connnect me
to their service!!!
If the company had shown more concern and sympathy to my complaint
I would now be connected to their network and an ongoing paying
customer rather than one seeking a full refund. I WILL NOW BE
LOYAL TO VODAPHONE EVEN IF THEY ARE A LITTLE MORE EXPENSIVE.
