Your help is needed

[9MIL]

Hi

You will normally find me posting on the Orange threads offering advice to fellow forum users as I used to work in the Orange Executive Office. On this occasion I wonder if anybody can assist me?

Can anybody tell me what independent arbitration scheme T Mobile belong to? Customer Service advise they are not.

Is there an email address for Jim Hyde or any other members of the UK directorate?

Are there any contact details available for T Mobiles Executive Office, or a Head Office Switchboard?

Does anybody know the opening hours of the Hatfield site as I am prepared to drive from North East England to Hatfield to try to resolve my issue.

Any help would be greatly appreciated.

[lawbunny]

Hey, I work for T-Mobile: please don't be too hard on the customer service advisors as believe me when I say T-Mobile do not exactly advertise this stuff to their employees. I had to google the arbitration scheme.

The independent arbitration scheme you are looking for is CISAS. See www.cisas.org.uk.

The head office address is:

T-Mobile (UK) Ltd
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

The only email address I know offhand is cust.rel@t-mobile.co.uk. That's the customer relations dept: they deal with complaints etc and they will be able to give you all the info you require. Or alternatively, I know the Directors' details are on the computer system at work, so you could call customer services and ask.

Also, if you go to www.t-mobile.co.uk, if you go to "about t-mobile" at the bottom of the page, then to "our company", then to "our people" you get a list of the Directors, and you can fill out a query form to contact them.

Is there anything I could help you with? Any queries etc?

[9MIL]

Hey, I work for T-Mobile: please don't be too hard on the customer service advisors as believe me when I say T-Mobile do not exactly advertise this stuff to their employees. I had to google the arbitration scheme.

The independent arbitration scheme you are looking for is CISAS. See www.cisas.org.uk.

The head office address is:

T-Mobile (UK) Ltd
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

The only email address I know offhand is cust.rel@t-mobile.co.uk. That's the customer relations dept: they deal with complaints etc and they will be able to give you all the info you require. Or alternatively, I know the Directors' details are on the computer system at work, so you could call customer services and ask.

Also, if you go to www.t-mobile.co.uk, if you go to "about t-mobile" at the bottom of the page, then to "our company", then to "our people" you get a list of the Directors, and you can fill out a query form to contact them.

Is there anything I could help you with? Any queries etc?

Hi Lawbunny

Thank you for your response. I thought it was CISAS but when I spoke with a TM from a Call Centre in Wales she said it was not and T Mobile were not members of any arbitration scheme.

The email address you have given is for a department hased at Doxford. will probably go there tomorrow. The main problems are untruths(will not use the words lies) from senior staff.

Fifty three minute call (comunication centre in the phillipines) to put a bar on a phone (about 40 minutes put on mute by the advisor).

The level of service needs raising to the directorate to show the level of service given to customers.

[[1]Player]

I just looked on the CSA intranet for the arbitration stuff and it came straight up with CISAS. Go figure.

I'm not even a CSA and didn't find it hard to find.

[lawbunny]

Hey, like I say, we're not told about the arbitration at work. Well, it's not made widely knowledgable anyway. but if you dig hard enough you can find it. But I found it because T-Mobile is listed on the CISAS website.

53 minutes to bar the phone? Do you mean to suspend it? That's terrible, it should only take 20 seconds max!!! But since you were talking to a Sitel agent, I'm not suprised. I spend most of my days cleaning up at the back of them. Bitter, me? No... And the Welsh centre are mostly actually the loyalty team, with a bit of tech I think, they don't really tend to do any customer service stuff so I'm not suprised they told you incorrectly.

Yep, I know the email address is for Doxford customer relations, just thought if you were struggling to get details that's probably the simplest way.

I hope you do get your complaint resolved, and please don't let that colour your impression of all csa's. We're not all bad, promise.

[buckie]

15,000,000 million, estimated customers, bums on chairs, Ofcom regulations, learning curve, somebody needs to answer the calls

You will never speak with a director, always a team that deals with escalations to the directors office.

If they feel it affects the Brand Name, you tend to get a result.



I dislike my Bank and choose to use automated services, they are rotten to the core, but sadly i have to be part of that finacial industry to get, e.g credit card, loan, mortgage, current account etc.

[mako1mako]

Hi

You will normally find me posting on the Orange threads offering advice to fellow forum users as I used to work in the Orange Executive Office. On this occasion I wonder if anybody can assist me?

Can anybody tell me what independent arbitration scheme T Mobile belong to? Customer Service advise they are not.

Is there an email address for Jim Hyde or any other members of the UK directorate?

Are there any contact details available for T Mobiles Executive Office, or a Head Office Switchboard?

Does anybody know the opening hours of the Hatfield site as I am prepared to drive from North East England to Hatfield to try to resolve my issue.

Any help would be greatly appreciated.

well this may be of interest to you. I am locked into court action with 3, and have faced the same issues as you mention plus some others. My case started as a simply unfit for the purpose under the sale of goods act, and is escalating by the day. It will almost certainly reach the high court and has spread towards perverting the course, nowingly supplying faulty equipment and utilising a handicapped legal system system to protect its profits.

This case will be appearing in the media very shortly, and I would very much like to hear from anyone who has suffered at the hands of these huge multi national bullies.
You telling me that you wasted your valubale time on to some call centre does not carry much weight on its own, i am sure there are 100s of people who have had exactly the same treatment. I want to hear from them.
If the purpose of these long winded often painful but meeningless coversations with people thousands of miles away, is to weeken your resolve and the complaint and to drag it out, remember you pay for your contract 24hrs per day and 7 days a week.

Then this is at best bad business practice, Sothern water have just fallen foul of the same and are many millions of pounds worse off.

I want to make these telecom companies afraid not to deal with the problems that we are having, not just lozz us off to some sunny island.

Please any bad experiences, let me here them.

[Loyalty_Rep]

I find when customers are having a problem and dont get the result they seek that they want to escalate the matter higher, and rightly so. If you have a genuine problem and we are the cause of it you have the right to complain. It is unreasonable to ask to speak to a Director of the business because you were on hold for an hour. If everyone who felt hard done buy was allowed to speak to the directors they would have no time to do their own job, thats why they have a team dedicated to answering these issues.