Phones4U ‘advisor’: Orange and 3UK can’t do their job properly
Have a read of this comment posted on a thread from last year about customers being wound up by Phones4U.
The poster, calling themselves, ‘Phones4u Head Office Advisor’, claims to work for Phones4U and casts the blame for disgruntled customer issues related to Orange and 3UK, squarely on those operators.
Do read this with a pinch of salt as I’ve no direct way of verifying the poster’s identity. The text does make some rather interesting claims — for example, that Orange are apparently receiving a high volume of disconnections at the moment.
Link: SMS Text News » Archives » Phones4U winding up yet another customer
i work for phones4u, and only stumbled across this forum by accident. right to set the record straight, it is actually orange who are not picking up our emails from head office. we are recieveing hundreds of calls a day from unhappy customers who are being billed for a contract both them and phones4u were aware of being cancelled! it is only orange and 3 we have these problems with, any vodafone or tmobile cancellations go through with no problem caused. orange are recieveing a really high volume of disconnections at the moment, and are taking over 30 days to disconnect a handset, although the customer may have cancelled the day after purchasing.
in regards to the MPRC issue i just read about, our qualified engineers wont deem a handset beyond economical repair for nothing. if they can fix it they actually get comission from the manufacturer.
every miss sell does go as a black mark against a store, but i can assure you if you know your job, whether it being selling phones, customer service or anything else, all issues can be ressolved. but due to oranges problem, it has actually cost p4u hundreds of thousands in early termination fees, because ORANGE cant do their job properly, and p4u cant risk their customers recieving a black mark on their credit rating
what a load of c**p/ The amount of times i have seen P4U ,is-selling a contract as an ‘upgrade’ and once the customer has left the store they wipe their hands of them. any problems they have to go to the network store when its the HANDSET P4U provided that is the problem
They are a total joke
Posted by Noname on December 3rd, 2007 at 1:18 pm.i do work for phones4u as a customer service agent on the repair team
90% of the problems we face are not inside agents doing their job incorrectly, but rather the actual MPRC department in crewe that take too long to update us on anything
many times MPRC staff will not update us with infomation regarding a customers repair status..which means we have to send emails out to the staff for them to update us…which takes 48 hours for a reply (btw folks this isnt our fault, as MPRC will only give us information via email). so when customers call up chasing their repair and its been in the same status (or showing up as) for over 3 weeks, the only thing we can do is email for an update. The customer will then get pee’d off (rightly so) and take it out on phones4u’s repair team for ‘wasting their time’
and when MPRC dont give us a reply and it gets into stupid time lengths it costs us replacement handsets.
we at head office on repairs are just middlemen giving the bad news from what MPRC have decided. If mprc’s staff were a little more hot on we wouldnt have many problems at all in regards to time wasting
i dont blame people for gettin upset about my above statement, infact i would react the same way. The only time customers are causing problems for us is when they call up every other day disputing (or just calling for an argument) physical or liquid damage which is not covered under the waranty…because its not the manufacturers fault if the customer drops the phone, or gets liquid inside….yet some people dont accept until they have trading standards or the manufacturer themselves confirm its not covered under the warranty..hense the bill for a repair or return
Posted by lolpasta on March 13th, 2008 at 12:24 am.