Greenock VS Manilla

[evoloution]

After months of putting up with faults on my n95 I decided to call customer care. Here is a list of my faults, most of which started about 2 months into my contract:-

One Way Audio (reboot required)
Active Slide multimedia landscape menu does not work
Secondary camera does not work
Handset reboots randomly 2-3 times a day
Slack slider action

So I called through and spoke to a lovely girl from up the road in Greenock, she advised that I could get a repair (I had no intention of getting a repair as I feel the handset I got was not fit for the purpose it was built for) so she put me through to the repair/exchange team.

Now I thought I was through to somewhere overseas but I could never recall T-Mobile having a call centre abroad, the guy had a pseudo American accent so I just thought he was from the UK and just had an accent. Again I got the same response 'repair, repair, repair' but my argument was that I had not had the full use of my price plan due to me being unable to call people so I persisted on. I then asked for their team leader. Got another person with a dodgy American accent and I thought what's the chances of that happening? Again she was all 'repair, repair,repair' - I was having none of it. So I asked her to full fill my escalation request and put me through to her manager. She said she didn't have one, she was the only manager. I was having none of that so I took her name and location. To my surprise she said she was in Manilla. I asked her to put me back to the UK and I would speak to a manager there and she told me to call back to do this. By this point I was tired of speaking to a brick wall so I ended the call politely.

I then called back through and spoke to a lovely guy from Greenock. He explained the repairs process again - I was having none of it. Out of the blue he said for me to hang on til he has a word with his manager (after reading the note from Manilla) and he arranged for an exchange for me next day between 12 and 5! I nearly fainted with shock!

Greenock 1 - 0 Manilla

If you have similar problems be persistent but polite, I'm not generally a moaner but it goes to show if you don't ask - you don't get!

[Mr Magenta]

"I then called back through and spoke to a lovely guy from Greenock. He explained the repairs process again - I was having none of it. Out of the blue he said for me to hang on til he has a word with his manager (after reading the note from Manilla) and he arranged for an exchange for me next day between 12 and 5! I nearly fainted with shock!"


Sounds exactly like me... TM's are great for having a quiet word with.. makes my life so much easier!

[Tristian_NCL]

Now I thought I was through to somewhere overseas but I could never recall T-Mobile having a call centre abroad, the guy had a pseudo American accent so I just thought he was from the UK and just had an accent.


The Phillipines was an American 'colony' so they speak with an American accent.

[andrewkeith5]

that's the wy to do it!

clearly and nicely explain that theres a problem, when it happened, and what you've already done to try and stop it. that way the advisor won't be insulted (they'll probably be pleased to talk to somebody who doesn't shout) and they'll be much happier to help you. they'll also likely be able to help yoou more effectively if you tell them everything you know

the very kind cs advisor i spoke to when my bill was particularly high was more than happy to credit my account evern though technically the bill was correct (i'd been told wrong at the store)

I have to say of all the operators I have been with (Vodafone, Orange, 3, and T-Mo of course), T-Mobile are easily the best - i have always been put through to somebody in england, and have never ever been put on hold (the most time i spent waiting for somebody to answer was 3 seconds, I didn't even have enough time to go through what i wanted to say in my head)