One downside of my recent holiday was that my mobile phone decided to act strangely. It would no longer accept my PIN code, to unlock the screen. I knew it was the correct numbers, as they are the dates of Julie’s birthday. After three tries, it locked.
Julie contacted the service provider on her phone. They accepted no reponsibility, and said I had to contact the manufacturer of the phone. When Julie eventually got through to them, they said it was my fault, and I would have to take it somewhere to get it unlocked and reset. As I was a very long way from any town or city of any size that might have such a place, I was stuck.
A second call to the manufacturer finally got them to admit that many other users were experiencing the same problem, and that the phone would have to be sent back to them for repair. The location was still the problem, as I had no chance of packaging the phone and sending it back to them. Meanwhile, I had no access to my contact numbers, and a phone that was just a useless lump of metal, through no fault of my own.
The service provider refused to suspend my contract, saying they are still providing a service that I am contracted to pay for, and the fault is not theirs. So I am paying £19 a month for the privilege of having a phone I cannot use, and they will not upgrade the handset or supply me with an alternative until my contract expires next year.
I am on that roundabout of technology, caught between two opposing sides both failing to provide genuine customer service, and unable to get off.
On top of everything else going on with the floor-laying this week, I now have to find the time to drive into Norwich to argue my case with the service provider in their shop.
I can already feel my blood pressure rising!
I hope all was gone well, Pete! Always when you think all is perfect, one of this electronic devices fails. Michael
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I still haven’t bee to the shop yet, as I had people working inside the house. One day next week I will go.
Best wishes, Pete.
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You should take Ollie with you, and make them clear he is able to bite. 😉 Good luck, indeed. Best wishes, Michael
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I hope you are angry enough to make your strong case with a service provider. This is just terrible.
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I have to get time to travel into the city to visit the shop, Jennie. I am sure I will still be angry enough by then. 🙂
Best wishes, Pete.
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I learned from the cable repair man that the automated system somehow detects if someone is yelling and then gives them a person to talk to. It doesn’t really address your issue, but it does illuminate the chillingly callous approach to “customer service” these days.
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One idiot told me to use the non-working phone to send a test email to the manufacturer!
I despair, I really do.
Best wishes, Pete.
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When the power is out the cable company tells us to check the web page!
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That sort of stupidity gets me so angry!
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Hell’s bells!
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I said a lot of things far less polite than that, Cindy.
Best wishes, Pete. x
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I can well imagine. 😉
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Smart phones don’t sound smart…
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They need smart people to work them, Lara. That leaves me out. 🙂
Best wishes, Pete.
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It’s frustrating when you’re the one who’s inconvenienced by someone else’s miscue. I hope you get a satisfying resolution with a minimum of effort on your part.
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Thanks, Pete. It says a lot about modern companies that I am already expecting an argument before I even visit the shop.
Best wishes, Pete.
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You sound a lot like me in this respect. Don’t take any crap off them.
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sorry about the situation, Pete. i hope it gets resolved. good luck.
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Thanks, Wilma. In the grand scheme of things it isn’t much, but all the small things add up to become like a big thing. 🙂
Best wishes, Pete.
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Great post 🙂 So you did have a situation (a la Nuts in May) during your vacation – I KNEW IT? Ha ha ha – only kidding 🙂 In all honesty, it sucks when one’s often used device starts acting all screwy. Occasionally, when I am out, the screen on my iPhone will stay still for a second or two even when I had it on for a while. This has not happened recently thank goodness, but it really is frustrating when an electronic does something awkward. Anyway, keep up the great work as always 🙂
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Thanks, John. Constant tech irritations all add up to making me very frustrated!
Best wishes, Pete.
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I’m having a bad tech day after resetting my iPad so I feel your pain Pete.
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I just want things to work without fuss. But that seems to be too much to ask. 😦
Best wishes, Pete.
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So frustrating indeed! Sorry to hear and possibly the worst time-out to have access to a mobile device!
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All of the above, Pete…Good Luck with your face to face in the beautiful city of Norwich…most phone shops have a man who can so they may be able to unlock it for you 🙂 x
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They had better do something, or I might chain myself to the door! 🙂
Best wishes, Pete.
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Oh dear, Pete…you might make the headlines in the local rag if you do that….that would make them reconsider their customer service 🙂 x
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Aaargh….
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I said something much stronger, but you’ve got the idea, Sue.
Best wishes, Pete.
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Well, quite
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Best wishes-these kind of things are harrowing for me.
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Me too, Michele. 🙂
Best wishes, Pete.
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I had a cheapo cell phone for a few years, but when I learned it would be obsolete soon (network discontinued), I ditched it. I rely on my house phone now. It’s not even cordless.
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If we still had phone boxes in rural Norfolk, I would do that.
Best wishes, Pete.
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Sorry to hear that, Pete. I can understand you frustration, and I wish you good luck.
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Thanks, Pit. It’s a ‘first world’ problem of course, not the end of the world. But it is just another thing to deal with, on top of all the rest of the techno-rubbish I find so hard to cope with. 🙂
Best wishes, Pete.
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I sympathise. I don’t understand my smart phone at all. I haven’t locked it for fear I couldn’t unlock it but I keep turning it off because I still get paper bills and I don’t understand why it notches up loads of data usage when it is on. It doesn’t charge for it but I’d like to know what it is doing. It seems to be Google play but I don’t!
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The installed Apps update all the time your phone is on, Julie. Some can be unistalled completely in the settings. I had no option but to use a lock code for my phone, as it would not let me skip that option on setup. More ‘progress’!
Best wishes, Pete.
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Terrible, and I agree with the comments on costumer service services (although I’ve found some good people too, but it seems more down to the individual than to the company). I tend to try and attack on all fronts, including Twitter, Facebook, and whatever places they have available (sometimes you can chat online, but I’m sure you must have tried that). Sometimes one might be lucky and find somebody who will go the extra-mile. Asking for a manager doesn’t do much and I’m sure you’ve also tried. I hope you get it sorted, but this week there’s enough disruption already going on…
Good luck, Pete.
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Thanks, Olga. I avoided online chat for now, as I have to visit the shop and give them some face to face debate. If only to make myslef feel I did something positive! 🙂
Best wishes, Pete.
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I have seen the fall of customer service as I have aged. My mother-in-law complained about it all the time. Companies no longer encourage free thinkers and problem solvers. Everything goes by script to the detriment of the company and the consumer. Good luck. The only thing that ever works for me is to escalate.
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Once things are finished around the house, I will tackle them, Maggie. I have to spend a lot of time at home at the moment, at least until the weekend.
Best wishes, Pete.
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That’s such an awful situation. Sorry to hear about that. I hope it sorts out soon.
Take care.
Regards,
Rupa
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Thanks, Rupa. Sadly, it is not unusual here. My wife has a similar issue with her phone, which has a speaker fault. She is getting the same poor service.
Best wishes, Pete.
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Oh that’s bad. I wish these companies would compensate for all the hassle one has to go through.
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Bring back the phone box 🙂
The thing that really pisses me off is that these phone companies are printing money, so you would expect at least some customer service. Name, shame and ditch the contract asap. I would always advise buying your own phone as well (contract free), separate the two so you have more options open to you.
I carry a phone for much the same reason as you Pete, ‘just in case’, but when you dont have ot thats the most likely time something will go wrong!
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That’s the issue with living in a rural area with no phone boxes at all. I’m almost scared to go out in case something happens with the car and I get stuck in a country lane somewhere.
Best wishes, Pete.
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At least around here someone would stop and ask if they could help 🙂
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I wouldn’t renew with that service provider if my wife depended on it. As for me, I’d at least look for alternatives. 😉
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I have to stay in the contract for now, but I will certainly change if they don’t sort this out for me.
Best wishes, Pete.
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These, “it is not our responsibility” marry-go-rounds are becoming more and more common. I suspect it will only get worse over time. Warmest regards, Theo
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It’s a circle of constant frustration, Theo, that’s undeniable.
Best wishes, Pete.
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Good luck, Pete. It’s crappy service.
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Thanks, Mary. I think life was a lot simpler and happier before technology took over.
Best wishes, Pete.
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And now it seems I can’t like your comment unless I add another comment!
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Next time, try Ctrl+r to refresh the page first. I often have to do that, even on my own blog. 🙂
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Ugh…that’s so typical. It seems this is just a lot of pointing fingers at each other instead of one of them stepping and saying we will take care of it for you: the customer. Seriously what happened to the old saying: “the customer is always right?”. I hope it will get solved for you Pete, and well that the rest of what’s going on this week will go smoothly as well. Keeping my fingers crossed for you🤞😊
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Thanks, Michel. I have been with the same phone service provider for 20 years, but they just fobbed me off to the phone handset manufacturer. Is it any wonder younger people just change all the time, and are no longer loyal to one company?
Best wishes, Pete.
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That’s bad and common too, Pete! “Ain’t my fault” is a common response and we deal with it by “Will see that in Consumer Court tomorrow.”
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Thanks, Shaily. Only 4 phone calls about it so far. I have a way to go before considering court action.
Best wishes, Pete.
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Hey Pete! We never had to go to court. You see, if you know who is guilty and you tell them you will sue them, they reconsider your request seriously this time. They know that a lawyer’s fee for one day is far more than the cost of your phone or connection.
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The typical answer to problems…”not my fault”……ain’t capitalism grand? chuq
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They want customer loyalty but are not willing to offer the same as a service provider.
Best wishes, Pete.
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Like I said capitalism at its worse….chuq
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That’s really rubbish Pete. I think you should name and shame your service provider so we can all avoid them. I would also recommend posting a bad review on a consumer website – we did this when we couldn’t get any joy with Curry’s and they responded straight away
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Thanks, Sarada. I want to keep my temper down at the moment, and give them a face-to-face chance to sort it out when I can get there. The issue last week was not having a phone if I went out on my own. Car breakdowns or falls, etc. That’s the main reason why I have a phone, as i hardly ever use it for calls.
Best wishes, Pete.
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It’s still a crap response to your problem. I agree about staying calm but one can post a negative report whilst remaining at peace within. Still, each of us deals with these things in our own way. best of luck
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That’s dreadful. I had a similar nightmare with Amazon and the third party seller over my camera. Two payments were taken and it took me weeks to get either one to accept the mistake, during which I became more and more stressed. Good luck at the shop, and you should still follow Fraggle’s advice. This is so wrong.
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I am trying to keep my stress levels low, Jude. I just had that nice holiday break, and coming home to household disruption and phone grief is the last thing I need The flooring is still being laid, and we cannot really use the kitchen. Then there is some lighting to get installed, and I can’t deal with phone arguments on top of all that. I will probably sort it next week when the weather is cooler, as being angry in the heat is not a good combination for me. It was 28 C here yesterday, and up to 30 C today. I don’t want to sit in a shop wearing a mask while it’s that hot.
Best wishes, Pete. x
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Get tweeting your frustration Pete. Companies hate bad publicity. Fortunately our temps are not that high, in fact today is still rather cloudy.
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I would use the ‘persuasion’ technique that I refuse to pay for a service I’m not receiving. Look forward to seeing them in court. Remember to start calm, friendly and reasonable to give you wiggle room to escalate. Good luck – that is an appalling situation. (Do you have your PUK number?)
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I can probably get the PUK number from EE. I have stuff going on in the house (floor laying) this week, so may not be able to sort the phone until next week.
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I managed to get my PUK number by phoning the service provider her in Spain from another phone and after a security question they gave it to me. I’d also locked myself out after 3 attempts with what I knew was the correct sign in (but maybe my nails were too long!) I was then able to sign in OK. Worth a try.
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Thanks again. 🙂
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Your best ‘persuasion’ might be to say you are not paying for something that is not provided and you’ll see them in small claims court. Remember to start off calm and reasonable before you to the escalation thing. 🙂
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Thanks for the advice, Lucinda.
Best wishes, Pete.
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Well that’s piss poor customer service on both parts. I would be tweeting my displeasure to the service provider.
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I’m going to visit the shop soon, and be very grumpy.
Best wishes, Pete.
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Good Luck!
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I agree, Fraggle
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What an awful situation: you have my sympathy. I don’t know if the instances of manufacturers and/or suppliers refusing to take responsibility after they’ve taken our money is more prevalent now than ever, but it seems to be happening depressingly often; also the refusal to accept responsibility seems to be the norm in public life, but let’s not go there now…….. Cheers, Jon.
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They admit it is their fault, then expect me to make all the arrangements to rectify the situation. It’s appalling, Jon. If I could, I would cancel the contract and get a ‘basic’ phone with nothing Smart about it. But I would have to pay for many months that are left on the contract.
Best wishes, Pete.
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