My complaint:
I made one year contract with Telfort on 5th of June from internet, actually to get new Samsung Galaxy S2 smartphone within the contract and internet. I paid 89 euros for the phone. I received phone on 8th of June. In one week, I start to get problem with the phone; it was getting too hot (not on battery part, on hardware part) and battery life in the end was 16 minutes 23 seconds (after 4-5 hours of charge, while it is closed, because when it is open it can’t charge). I even tried resetting to factory settings, and also gave it to Samsung service point for software update but they say this phone needs to go factory. It is Samsung problem but my contact is Telfort, I paid to Telfort to give me a working phone and they are wasting time in every possible procedure that they call to hold responsible of this. I called client service 4-5 times already. First (17th of June) they said i need to wait for a sticker that they will send, so i can send the phone back to them. After 7 workdays (that is the time unit here, 11 days in my agenda), I haven’t still got a sticker.. 8th workday I called, then they said, i can leave the phone to a Telfort store (???, why didn’t they say before). I left it to a store in Enschede and after 3 workdays, the website was showing still it is at store, so I went back to store, they said they already sent it so I shouldn’t have trusted to website (??? then why do you give it to me to check). I called again to make the “procedure” faster a little, after long conversation, i said i want to cancel my contract. then client service guy says, there is a problem at the moment so i shall call later. By the way, i am paying for this so called service 30 cents per minute, and one conversation takes 5-8 minutes, depends how much you get frustrated. I called again, and this time their system was working, i asked before starting conversation.. The the person behind the phone tells me that this is the procedure and i knew that (??) I said how come i could pay for such procedure, i didn’t know that I would get a crappy phone, I didn’t know that they would danger my health with a phone that has pretty good chance to explode at my ear or pocket, I didn’t know that it would get more than 7 workdays (not even received at 10th workday) to send an envelope. I didn’t know that i would be behaved like i am telling all lies, i didn’t know that i would work and pay for such client torturing instead of client service. I tried to get it before I go for vacation but with such service noone can. In two weeks i could only give the phone to the store.
After 23rd workday (31st Gregorian Calendar day) has also passed with no result since my first call and my first email on 17th of June. There was no sticker in my postbox. They sent a mail that they are sorry that they didn’t respond in 10 workdays. The repairer TelePlan’s site says:
“Wacht op onderdelen (1-2 weken). Uw toestel wacht op levering specifiek benodigde onderdelen. In de meeste gevallen worden deze binnen 1 – 2 weken geleverd.”
I don’t deserve a repair, as phone was kaput in one week. What parts by the way? this is a phone of 1 week, how could i be held responsible of this? I didn’t damage the phone, this is not like dropping phone and breaking front glass. I believe if they request, samsung would give them a new phone already. If not then tell what I did… unbelievable… They don’t let me know anything… When I call TelePlan they don’t answer my questions, and they tell i shall call Telfort. When I call Telfort, all they say is ‘wait’.
10 workdays (14 calendar days) ago (6th of July), I asked again from their site to cancel my contract. They responded on saturday (16th of July) that they are sorry that they couldn’t respond in 10 workdays (probably they are counting saturday too because it was 9th workday after the request if you count saturday), they ask me to wait another 10 workdays. It is just getting funnier each day.
I asked my bank to return of first month payment and I also asked my bank to stop all future payments to Telfort. Only thing that i can’t get 89 euros cash that I gave on delivery of the phone. My colleague will help also make a written complaint but as customers all we can do is just write, call, get frustrated, etc. and the response we get is just wait.. no results, no service that we are paying for.
I don’t have the phone that I paid for since 15th of June and since that time, I don’t use internet that i am paying for.
Desired solution:
Their solution is I wait, which is a period that i am paying, taken from my account.
I want them to cancel my contract, return the money that they took for phone and also for new contract period. Remove the promotions that i got in this three weeks (like maybe free internet) and charge them with normal price from my account. I fulfilled my end on the contract (paying everything, and my money works, it also gives warmth to them that they won\'t complain) but they didn\'t fulfill their end on the contract
all I can do is to complaint here.. their client service is just wasting time, just call, make you wait 5 minutes, let you talk and say just wait and age.. and charge that crap.. if someone knows a better way, please let me know.. In some countries there are volunteered lawyers who would take such cases for sake of public consumers. Is there any organization that would take such interest? non-profit, if i earn anything from such case, i would just donate, my concern is public consumer’s sake and my money.
all i want is to cancel my contract so I can move to another network.
