As a family we have ‘suffered’ more than most in relation to mobile phone theft. My stepdaughter has had two iPhones stolen now over the last 6 months, both in Nottingham when on a night out. The first was taken from her in Rock City which apparently is well known as a hot spot for this crime (they are working with the police on the issue I gather).
The second was in a pub in town – in both cases the phone was taken from a closed bag – so we assumed it was professional criminals.
This has now been confirmed by information released recently by the police that shows that teams of criminals are descending on our cities to carry out this crime – to then export the phones abroad (where they are not locked and can be used or sold).
Yes this is a problem the police and venues need to address, but is it not more of an issue for the manufacturers and networks? The ability to reuse the phones abroad is a massive ‘loophole’ in the supposed security provided by blacklisting phones. The networks need a world wide system to block phones – and they need it now.
I have recently had cause to speak to a call centre in the Philippines – it services T-Mobile and has the usual very polite and friendly staff that one gets in all call centres. So what is my problem? If the service is friendly and helpful why complain?
Well friendly is all very well, and in my experience the staff are always very apologetic (I only appear to call if there is a problem) – my issue is that they all work from scripts that don’t usually answer problems – they just deflect them! I find that the only way you can get a resolution to a problem is to ask to speak to a manager, and in effect escalate the issue – which is always a major issue for the staff member you are talking to!
I realise that call centres can work for very basic issues – like “how do I do this on my phone” or “why won’t this work on my phone” – but as soon as you throw them a “curved ball” the system can’t cope and they just end up being even more apologetic and friendly!
So why can’t the call centres have an option when you ring up (and they have lots of options!) that is for people like me who only call when they are forced into a corner? The option could be something like this;
“Press 4 if you are at the end of your tether a want to kill someone”
It could work and actually save time at the call centres as well!
I appear to be developing a bit of a ‘thing’ with mobile providers – I don’t know if I expect too much from them, or whether they are just all useless – but they really don’t ‘cut the mustard’ as far as I am concerned!
My latest problem is with T Mobile (Now called EE it appears). My stepdaughters iPhone was stolen and is not insured with T Mobile but via Endsleigh Insurance (who I would add have been brilliant – highly recommended!) To sort out her insurance claim we need two documents from T Mobile – the first to confirm the blacklisting of the iPhone, the second a proof of purchase. One would not expect this to be a problem – it has actually been a nightmare and I have had to resort to emailing the CEO of EE (Olaf Swantee). Rather than explain the story the email is set out below. I have no idea if I will get a reply – I hope I do – but I am not holding my breath!
I am sorry to have to contact you, but I am running out of alternatives. I am attempting to obtain a proof of ownership and blacklisting document for my stolen iPhone which is on contract with T-Mobile (but not insured through yourselves).
I first requested the documents on the 17th December, your call centre in the Philippines confirmed the documents would be mailed to me and I would get them within 5 days. I was also told that one of them would be emailed to the EE store on Clumber Street in Nottingham for me to collect the next day.
On arrival at the store no such email had been received, as I had made a special trip into town I was not amused (and out of pocket due to parking) however I shrugged it off as the documents would be in the post.
Roll forward to Christmas Eve – nothing in the post yet so I rang again. This time I was told that one of the documents was only done the day before (not on the 17th as I had been assured previously). I asked for them to be emailed to me which I was told was not possible – on hearing this I asked to speak to a manager. As it was lunchtime in the Philippines there were none available, so a ring back was arranged between 1pm and 2pm.
As you will probably be guessing now, this call did not arrive, so I called again at around 5pm(hopefully not tea time in the Philippines) again to be told to expect a call back.
You guessed it – no call back again!
As it was Christmas Day and then Boxing day next I did not call again – as no doubt there would be no managers available on such ‘holidays’. So I called again today (27th) and have been promised a call back again as soon as the previous call the manager was taking was complete. That was over 20 minutes ago! All I can assume is that you have many disgruntled customers who have lots to complain about!
Please can you sort this out for me? I am a reasonable man, but this is beginning to try my patience rather!
I look forward to hearing back from you at your earliest convenience.
I have received some contact from EE via twitter which may prove fruitful, I will update this as soon as I have more news!
The mobile phone operators are all keen to land us as clients – they make great offers to lure you over to them, but how is the service then? At work we received some interesting ‘care’ from Orange before we had even signed up with them – because of this we didn’t move to them from Vodafone – perhaps this should have made me think before going with T-Mobile for my daughters iPhone!
The deal was (is) good, and the network is great. But, once things go wrong the care becomes rather less ‘impressive’.
Daughters iPhone was stolen this weekend (second time – not good, but not her fault). So a replacement SIM card was required – not a massive ask you would think as we have a contract – but there is a £10 charge! They give them away free to new customers! Also the opening times on the EE website (which has recently been updated) were wrong for the Nottingham stores – but that is another story!
And it gets better, we needed a ‘fill in’ phone while we sorted out the insurance, so a cheap pay as you go was required. But, and there is always ‘a but’ – we had to add £10 airtime to a sim we didn’t want. I asked the question – “can’t you wave that on the basis that we have just paid £10 for a sim anyway” – apparently not!
So we went to Carphone Warehouse who were very helpful and let us use a pay as you go number on another network to do an upgrade and therefore pay only for the phone.
So brilliant service (and advise) from Carphone Warehouse, but money grabbing and greed from T-Mobile, Orange, EE or what ever they call themselves today. If I need another mobile who will I be going to do you think?