Jenni (shiny_jen) wrote in bad_service,

Phone Suckage

So I was out shopping with my friend a few weeks ago, and we walked past the shop I have my mobile phone contract with. I was due an upgrade, so I went in.

After finding a phone I liked, we then went through the process of altering my tariff so it was cheaper (£65/month down to £35). It was after we got through that that he told me I'd be getting a new mobile number since I was switching to Orange from 02. This after me telling him I wanted to keep my old number, specifically because they had messed me around last time I changed networks.

Still, I agreed to it because he told me there was no other choice, all the other options with contracts were crap, etc. (which made me slightly suspicious, whatever). He explained to me the procedure for getting my PAC code changed etc. so I could switch networks - he gave me a typed letter to send to 02 with all my personal information filled in in pen. Not only was it barely readable, but he'd made mistakes despite the fact that he was copying my details off of a computer screen, and so there were messy scribbles everywhere. I didn't really want to send it off to a company in that state, but whatever. I was quitting business with 02 anyway.

Plus the staff in general seemed kind of clueless - I asked them why PAC codes couldn't be done online, and neither the guy serving me, his colleague, or the manager knew...

He then promised me it would all be fine and there wouldn't be any hassle getting my number transferred from 02 to Orange.

I got home, and realised that my new phone didn't work in that I couldn't send/receive messages, calls etc. Luckily I could still use my old phone, with my old number until the switchover. I decided that I might as well keep the new phone number, because there are certain people who had my old phone number that I don't want to stay in contact with, and because I was worried about causing problems with the whole PAC code thing.

So I return to the shop and tell them I want to keep my new number instead of transferring the old. They say this is fine as I haven't sent the letter off, and then I tell them that my phone doesn't seem to work.

The two guys look shiftily at each other and say something about the phone obviously not been registered. (Whcih apparently the first guy should have checked the first time I came in). They then proceed to have an argument about it, both refusing to do it, and then eventually asked who served me originally. When I told them, they told me to come back in 10 mins as he was with a customer.

By this time I'm beginning to get annoyed, so I leave and come back around 10-15 mins later, only to find out that the guy isn't around.

I then have to explain what's happened AGAIN, this time to the manager, and then he finds someone else to help me. This person sits at the desk in complete silence, totally ignoring me, then calls Orange. Orange don't reply, and the manager eventually tells him to keep trying but to let me go so I don't have to wait any longer, and he'll call me when it's sorted out.

Nonplussed, I leave. I wait two days for a phone call from them, and nothing. I return to the shop again, this time extremely pissed off.

I explain the whole thing AGAIN to the first worker I see there. His response? 'Did you get that phone from here? Do you have a contract with us?' WHY would I complain to them and use employees' names if I hadn't even bought the phone there?! What the hell?

FINALLY it ends up getting sorted out. They say that the guy who was supposed to call up couldn't do it and couldn't call me because, obviously, the phone wasn't working. I may have accepted this excuse if a) they didn't have my old phone number that was still working, which they did b) they didn't have my address, which they did and c) they didn't ask me for any other contact details, e.g. email address or landline number in case it didn't go through. So I'm wondering now how the hell they contact people if their phone is messed up. Clearly they just don't bother.

It annoyed me because I look a lot younger than I am, and I'm female, so obviously they thought they could fob me off with excuses. The minute I showed signs of being annoyed, and lost my temper with them, they were falling over their feet to help me and got my problem sorted out with minimal effort. I'm especially annoyed that I had to go through all of this after I told the first guy my concerns and he promised me there wouldn't be any hassle.

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