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Thursday, 20 September 2012

iPhone 5 Farce

On the eve of the iPhone launch and needing a new phone, anyone would think that T-Mobile didn't want me to part with my hard earned cash. So, here's the chain of events.

Still having the iPhone 3GS without backlight, I'm pretty keen to upgrade to the iPhone 5. I've been out of contract - awaiting the iPhone 5 launch - for several months. So I tweeted @tmobileuk who helpfully sent me the iPhone 5 upgrade option link. So a good start!

I then assumed that the (extortionate!) deals mentioned surely must be for new customers. Not deals for someone with 15 years of loyal custom.

How wrong I was.

So T-Mobile do not reward loyalty it seems.

So having spoken to 5 different people a few nights ago, being passed from pillar to post, and having to give my password about 4 times, I got pretty much nowhere.

A helpful Scottish manager, Joe, called me back, but reiterated the point that I had to pay the device fee of £219. I have historically received £100-£150 towards the device. This doesn't apply to the iPhone 5.

So, why would an innovative forward-thinking company think that a customer would want an archaic device on which they could apply a discount?! A bit of an insult, no?!

Having resigned myself to the fact that I couldn't get a better deal, and I'd only be £160 better off over 2-years if I bought the device outright, I thought I'd bite the bullet and upgrade online.

Simple right?!

Wrong!

I always get all my online deliveries sent to work. As it's convenient for me. You know, being the paying customer and all! T-Mobile won't allow this.

So keeping positive, I thought well, I'll select the "deliver to store" option.

It's not an option.

So STILL trying to keep positive, I thought I'd call them AGAIN to arrange this option.

It's NOT an option!

The option was "change your home address to be your work address, then we can deliver to your work address."

My response: "Oh! So in your quest for security (and the need to submit your inside leg measurement online for security reasons!) and only delivering to the billing address, you're advising me to commit fraud by changing my address, where my card is NOT ACTUALLY REGISTERED!"

Their response: "Well....errrr....yeah."

THEEEN, the phone went dead from Jovial Geordie Neil! So, I thought, oh he'll ring me back, we just got cut off.

I'm still waiting!

He did tell me I had £300 for being a loyal customer that I can do absolutely nothing with. Great.

So here we are. On the eve of the iPhone 5 launch, without the ability to upgrade.

So T-Mobile, I want to know how you're going to sort this mess out!

Yours impatiently
Kate