26-09-2013, 10:36 PM
Right, I've just knocked up a letter for Charles. Could you guys cast an over it and see if it looks okay? I'm going to show my Grandad as he's very good with this stuff.
I've used all but 100 letters, I had to remove my first piont about them having no loaner phones as it was too long.
I've used all but 100 letters, I had to remove my first piont about them having no loaner phones as it was too long.
Quote:Dear Mr. Dunstone,
I am writing you in reference to a recent repair carried out on my HTC One-X handset (job ref: 13872350).
After I received it back, I found that the fault was still present (wifi fault). Also, I discovered that my phone had the casing cracked whilst the "repair" took place! I was shocked to find this, even more so due to the fact that I wasn't made aware of this by anyone. I did find it weird that on my "Repair Completion Form" it states "cosmetic bad condition" when it is not (or at least was not, before it left).
The next day I went back to my local Chichester branch, where one employee named Rob, confirmed that the damage was not present when I took the phone in for repair. After looking on the system, another employee, James, told me that the note "cosmetic bad condition" was added AFTER the work had been carried out, as a separate note.
After further discussion, I was informed I would have to send the phone away once again, for an investigation to take place. I refused this, as I had already been without my phone for long enough and need its' features for work. This meant I had to come home and phone customer service myself.
After explaining the situation to an agent on the phone, (Mohammed) I was told that I could have a replacement handset sent out. "Great" I thought. Except all I could be offered was a Samsung S3, a phone I had previously turned down as an upgrade as I couldn't get along with it. After I stated I needed a replacement HTC, I was told I couldn't have one.
I then went back to the store, to see if they could do anything to help. They basically said they understood why I want the phone I chose for my contract, however they couldn't help me further. James also told me the HTC was of higher value, not that this is my main concern.
I then phoned customer services again, this time speaking to Matt. At first he told me that, once again, I couldn't have a replacement at all. It took lots of explaining from me, and having to ask him to look at the notes left by Mohammed, for him to agree. However, once again telling me I cannot have a HTC as there aren't any in stock. At this point I asked for one to be ordered in, to be told that this wasn't possible.
This is where I'm up to and I'm afraid I'm very disappointed with the customer service I have received. After receiving back a handset which is not only faulty, but now damaged as well, is just unacceptable. All I ask is that my phone be replaced like for like, the damage caused and this whole situation is none of my doing.
I have been a customer with you for nearly 4 years and if I can't get this resolved, I will not be renewing my contract. Which is a shame.
I hope you can offer me the assistance I need and haven't got elsewhere, to get this resolved.
Regards,
Curtis Footman