04 July 2009

Married to Tmob

I posted earlier about a phantom order of a Blackberry Curve and you'd have assumed it was all sorted. But it wasn't. Soon after that, the charge for the new line appeared on my bill. So I wrote to tmob pointing this out and asking them to remove it. Got the reply saying we'lll answer in five days, but they didn't and the line was on the next bill too, so I emailed again and got the same acknowledgement. But no reply. Until Wednesday, when I noticed tmob had tried to call me while I was training the good folk of Ashford in complaint handling. And then yesterday, I got the substantive reply. Although the Curve was apparently despatched, and the Post Office have a signature for it - but not mine, I muttered - they have cancelled everything and will refund the payments. Good. It's almost an exemplary response to a complaint, including an apology and recognition of me as a "valued customer", which may be autotext, but is true. The only problem is the delay, so in my reply, accepting the resolution, I couldn't help advising them to change the wording of the "five days" acknowledgment. I didn't even charge them a consultancy fee for doing this.

I've now got my share of the quiz booty. The prizes were two £50 theatre vouchers, four free Picturehouse cinema entries, and five books on film published (and presumably donated) by the BFI. I've taken the books, leaving the other four to share the vouchers among themselves. The books are:
In the Realm of the Senses a film guide by Joan Mellen
The Films of Nicholas Ray by Geoff Andrew
Hollywood Abroad: Audiences and Cultural Exchange
Fashioning Film Stars: Dress, Culture, Identity
Luchino Visconti by Geoffrey Nowell-Smith

A good evening's work!

1 comment :

Brian said...

Update. My new bill includes £170 worth of calls made on the disputed number between 27 June and 3 July! I've phoned tmobile and they say a manager will be removing these calls and phoning me back. Again, this note is mainly for my own reference.