Cancelling recently taken T-Mobile Contract..

GuruJockStrap · 28 Aug 2006 at 21:07

Thinking of sending back my Vario II and cancelling my T-Mobile contract. Ordered on the 21st and recieved on the 22nd of this month. I believe I have 7 days to put in writing (email I suppose) my request to cancel, so I have until the end of tomorrow to do this.

The only problem is my current Orange number is in the process of being ported over. August 30th is the date that this will be completed. How on earth can this be sorted?

Why do I want to cancel?

I love the Vario II. Cracking phone. Also been impressed with T-Mobile customer and general network performance.

But my local T-Mobile store is offering a 25% on all Flext contracts for the duration of the 18 month contract.

Right now, I'm on Flext30 with WnW and paying £37.50 a month. With that instore offer, I'd be paying £32.50. A saving £90 over the contracts 18 month period. So I'm basically prepared to cancel my current contract and just take out a new one so I can obtain the discount.

I've already called the T-Mobile retentions dept and explained this to them. They were unaware of the offer and basically couldn't do anything and told be to cancel. All I wanted was for them to apply the 25% discount on my contract there and then, rather than cancelling, sending a handset in perfect working order back and take out another contract.

AdWright · 28 Aug 2006 at 22:23

I'm in the same position. I ordered my Vario II last Tuesday on Flext 20 with WnW and received it on Wednesday.

I will be ringing T-Mobile tomorrow to try my luck with them, else I'll be returning it under the 7 day clause. I also have an Orange number in the process of being ported over and hope that this doesn't complicate matters!

There seems to have been some success and some failures in dealing with this over at the Modaco forums:

See here

I guess it's the Customer Services lottery you get with all things like this - it all depends on whether the person you speak to has heard of the deals!

Adam

Plexman · 28 Aug 2006 at 22:30

i have just done the same thing as they would'nt add the discount for me. have taken out a new contract in store and i'm currenty waiting for prey pay packaging to sent the old one back. you don't get the 3 months free web and walk in store but it will still be a bit cheaper.

can't help regards your porting problem, dont have any idea how it works having never ported before.

Morba · 29 Aug 2006 at 11:39

was the agent not aware of the discount that was available in the other store?
is the t-mob store a t-mob only store?

stoofa · 29 Aug 2006 at 12:04

Retail and online stores are usually considered entirely different entities.
It's the same with most telco's - what you can get online and what you can get in store are not always the same thing and of course there is no obligation for stores to honour online deals and vice-versa.

If you've got the option to cancel and start again then that is the only definite way you'll get the deal you want.

AdWright · 29 Aug 2006 at 12:20

Well, I just rang up Customer Services and asked about the £5 discount and was told that it couldn't be done. As soon as I mentioned that it seemed stupid to return a perfectly working phone for no reason the helpful lady spoke to her colleagues for a few minutes and then came back and applied the discount for me. Result!

Pdog · 29 Aug 2006 at 13:20

AdWright said:
Well, I just rang up Customer Services and asked about the £5 discount and was told that it couldn't be done. As soon as I mentioned that it seemed stupid to return a perfectly working phone for no reason the helpful lady spoke to her colleagues for a few minutes and then came back and applied the discount for me. Result!

Did you get the name of the person you spoke to mate?

GuruJockStrap · 29 Aug 2006 at 13:27

After another phone call this morning, the rep I spoke to still wouldn't apply the £5 monthly discount onto my contract. To add further insult, the porting of my Orange number has gone past the point of no return, so I can't cancel that and use it on the new contract now.

Went into town just now and picked up a Vario II with new contract and the £5 monthly discount.

What an utter inconvenience for me and a complete waste of sending back a perfectly decent handset and cancellation of a contract thats only a week old.

Pdog · 29 Aug 2006 at 13:31

GuruJockStrap said:
After another phone call this morning, the rep I spoke to still wouldn't apply the £5 monthly discount onto my contract. To add further insult, the porting of my Orange number has gone past the point of no return, so I can't cancel that and use it on the new contract now.

Went into town just now and picked up a Vario II with new contract and the £5 monthly discount.

What an utter inconvenience for me and a complete waste of sending back a perfectly decent handset and cancellation of a contract thats only a week old.

Thats a real shame I am currently on hold trying my luck. Is the seven day cooling off period, workdays or just normal days? The rep is stating that its just seven normal days?

GuruJockStrap · 29 Aug 2006 at 13:33

7 working days I was told by the chap in retentions.

So annoyed at this I'm going to email a complaint to T-Mobile later on this week.

AdWright · 29 Aug 2006 at 13:42

Pdog said:
Did you get the name of the person you spoke to mate?

Sarah, I think

Pdog · 29 Aug 2006 at 13:42

Well I'm still on Hold. If this is still a no go I'm going to try websales. Thats the people I was put through to when I had to get the WnW discount applied.

AdWright said:
Sarah, I think

Was that on 0845 412 5000??

Excellent all done. Spoke to Alene Now WnW + Flext 35 = 37.50

The have cancelled the WnW free for 3 months. Although when Alene checked it hadn't been applied even though it was agreed it Would :mad:

Morba · 29 Aug 2006 at 15:19

Pdog said:
Well I'm still on Hold. If this is still a no go I'm going to try websales. Thats the people I was put through to when I had to get the WnW discount applied.

Was that on 0845 412 5000??

Excellent all done. Spoke to Alene Now WnW + Flext 35 = 37.50 The have cancelled the WnW free for 3 months. Although when Alene checked it hadn't been applied even though it was agreed it Would

ring 150 from your mobile, why pay to call an 0845 number?

Pdog · 29 Aug 2006 at 15:29

Morba said:
ring 150 from your mobile, why pay to call an 0845 number?

Yeah I could have done, but work paid for that call

I will do next time. I just hope the credit is applied to my account.

AFK_Matrix · 30 Aug 2006 at 15:35

GuruJockStrap I have exactly the same problem as you mate. There saying becuase I signed up on the 22nd and the deal came through on the 25th I am not able to get that deal on my account :mad:

.

Unfortunetly I don't have the time at the mo to go through all the hassle of caneclling the acount etc. Pdog and AdWright when did you sign upto your new contracts?

Really annoyed at this, talked to like 5 different people and still no joy. Oh well I suppose 66 odd quid over 18months isn't a lot but it all helps lol.

AdWright · 30 Aug 2006 at 16:14

AFK_Matrix said:
GuruJockStrap I have exactly the same problem as you mate. There saying becuase I signed up on the 22nd and the deal came through on the 25th I am not able to get that deal on my account .

Unfortunetly I don't have the time at the mo to go through all the hassle of caneclling the acount etc. Pdog and AdWright when did you sign upto your new contracts?

Really annoyed at this, talked to like 5 different people and still no joy. Oh well I suppose 66 odd quid over 18months isn't a lot but it all helps lol.

I ordered on 22nd and received the unit on 23rd. Rang on 29th to get discount. Like I said, with these things it's always a real lottery on whether you get a helpful soul in Customer Services or not.