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Thread: Rant! Mobile Phone Companies!!!

  1. #1
    A*O
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    Default Rant! Mobile Phone Companies!!!

    Arghhhhhhhh!
    My daughter has managed to 'lock' her mobile phone by entering the wrong PIN to unlock the keypad 3 times. She asked me to call the phone company to have the PUK code reactivated. NB I pay for this phone. I quote:

    Me: Hello, my daughter has accidentally locked her phone and I need to reactivate the PUK code please.
    VIRGIN FUCKING MOBILE: OK, can I have the number please.
    Me: xxxxxxxxxxxxx
    VFM: Whose name is the phone registered to?
    Me: Not sure, could be me or my husband or my daughter.
    VFM: What is your name?
    Me: xxxxxxxxxxxx
    VFM: Sorry, the phone isn't registered in your name. I need to speak to the registered owner.
    Me: OK well it's probably my husband, xxxxxxxxxxx
    VFM: Sorry, I cannot confirm if that's the correct name due to privacy laws. Is there any way you can ask the registered owner to call me?
    Me: I don't know who the registered owner is because you won't tell me.
    VFM: It's not that I won't tell you, I can't tell you because of privacy laws.\
    Me: Well how do I know who to ask to call you then?
    VFM: I can't tell you who it is, so you'll have to get the registered owner to call me.
    Me: I just told you, I don't know who to call to ask them to call you. Is the name xxxxxxxxx (my husband) or xxxxxxxxxxx (my daughter)
    VFM: I'm sorry I can't tell you.
    Me: If it's my husband he can't call you because he's travelling overseas for the next 6 weeks (true!). If it's my daughter should I ask her to call you?
    VFM: I can't tell you.
    Me: So unless I can use my crystal ball to discover the name you have written on your screen you can't suggest who I should get to call you?
    VFM: I'm sorry, I can't tell you.
    Me: So my daughter's phone is locked indefinitely until the person whose name you won't tell me calls you.
    VFM: Yes, I can't tell you due to privacy laws.
    Me: So what do you suggest I do?
    VFM: Get the registered owner to call us.
    Me: But I don't know who that is! You won't tell me!!!
    VFM: It's not that I won't tell you, I can't tell you due to privacy laws.....

    SCREW YOU VIRGIN FUCKING MOBILE!!!!! If my daughter gets attacked on a train coming home late from school because she doesn't have a phone because you fuckers won't just reactiviate it then I'll know who to come after.
    I've never liked lesbianism - it leaves a bad taste in my mouth
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  2. #2
    Hit By Ban Bus! pacific breeze's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    Typical corporate mindset. Customer is always last; screw the customer.

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    Hit By Ban Bus! UndercoverGator's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    Big sigh. Sounds very much like my conversation with the mindless drones at Continental Airlines last month when my teenaged daughter flew with them. (Warning; going off topic a bit here)

    She was a few days before her fifteenth birthday and she's flown alone many times but the airline insisted we pay a special "unaccompanied child" fee at the airport and swore that they'd keep her under lock and key until the missionary organization picked her up from the airline officials. We paid even though we kept protesting the other airlines never made us pay, it was expensive, nearly half again the cost of a ticket but they said this was the only way they'd allow her to fly as an kid under 15 even if she's flown alone literally dozens of times. They made us show id, accompany her to the door of the plane before signing off handing her off to the stewardess, who was supposed to sign her off to an airline official at the airport till she was picked up by the person we designated. Continental insisted and swore she'd be safe from snatching. We put her on the plane and left. There were 6 other unaccompanied minors on the same flight, most much younger than her. We get home and the phone rings and I have the following convo.

    Me: Hello?
    Daughter: Mom! We got to the airport and they pushed me off the plane without saying a thing! They have my travel documents and I don't have a clue where I'm supposed to meet the Mission people. What do I do? Should I have Miss K (mission contact) paged?
    Me: (slow boil) Baby, that sounds like a smart thing to do. What about the kids with you?
    Daughter: Mom I have to go, they're paging me over the intercom. The other kids are here with me. I'm going to take them to the counter with me and we'll sort it out.

    And the conversation ended there. So I called the Continental Cares line, which should have been renamed Continental Doesn't Give A Crap line. First I dial the number and get some cheery recorded voice telling me that current wait times for a customer service rep is currently 1 hour and 20 minutes. So I wait.... and wait .... and wait and waitandwaitandwaitandwwwwwwwwwwwait.

    Some Twit: ThankyouforcallingContinentalcaresmynameisblah-blah-blah.
    Me: I'm calling about my daughter L*** ****, she was on flight # *** to Airport (Insert Dead President Name Here) today. She traveled as an unaccompanied minor and we received a call from her right after the flight landed saying that your people didn't hold her for her authorized pickup, that she was abandoned at the airport. Can you explain why this happened or check into it? I'm not even sure exactly where she is right now.
    Some Twit: Confirmation # of the reservations please
    Me: #******
    Some Twit: Are you the traveler m'am?
    Me: No, again, I'm her mother.
    Some Twit: I cannot discuss this with you if you're not the registered traveler.
    Me: She's a 14 year old kid flying alone with your airline. I paid the unaccompanied minor fee and your people were supposed to hold her for the mission people she was supposed to meet. Of course I'm not the passenger.
    Some Twit: So what is the problem m'am, you paid the fee and put her on the plane?
    Me: Yes, yes, yes! But your people failed to keep her accounted for. I currently have no real confirmation where she is, if she made her next flight for Charles De Gaule Airport of if she met her party. How could you charge a steep fee for this service yet fail to perfom it. She had 6 other younger children with her and they are ALL left loose in airport.
    Some Twit: If you paid the fee then what is the ticket #?
    Me: I don't know. Your people took the paperwork with them.
    Some Twit: Then I cannot help you, You might be a child molester just trying to get info on a child flying alone for criminal purposes.
    Me: I don't have a ticket # but I did pay for the fee with my Am Ex card. Card # 5555-5555-5555-5555, look it up.
    Some Twit: I'm going to have to hang up on you since you're not the traveler and you don't have the ticketing # I cannot speak to you under the privacy laws.
    Me (yelling now) THIS IS MY TEENAGED DAUGHTER YOU IDIOTS LOST..WHERE IS SHE?

    Next sound heard: "Click"

    I've written several emails and made several more calls protesting this each time being treated as though I'm a potential child molester trolling for victims. No one has addressed my complaint and no one has offered an apology. I'm disputing the charge on my card and I finally found the government agency that oversees these type complaints.

    When did corporations start behaving like every piece of information that isn't a state secret is a ticking time bomb of privacy?
    Last edited by UndercoverGator; July 23rd, 2006 at 09:12 PM.

  4. #4
    SVZ
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    Default Re: Rant! Mobile Phone Companies!!!

    Some Twit: Then I cannot help you, You might be a child molester just trying to get info on a child flying alone for criminal purposes.
    What an offensive thing to say to a mom.

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    Hit By Ban Bus! pacific breeze's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    Unbelievable arrogance and callousness. "Privacy" and "security" masquerading as corporate malfeseance. Such utter bullshit. I hope you rip them a new one and get every dime back, Gator. Sounds like good fodder for a letter to the editor or to a consumers' crusader to me.

    I have a similar story about what happened to me when my passport was stolen (from my house, along with most everything else I owned, including the furniture) that's too long to detail here. Suffice it to say that Canada doesn't have a hope in hell of fighting off terrorism (or anything else) with those incompetent fuckwits in charge.

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    Hit By Ban Bus! UndercoverGator's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    I am contemplating registering the domain name continentalsucks.com and putting up a site. Did some research and they seem to have the highest percentage of pissed off customers. What they did and how they behaved to me was apparently pretty standard for them. If I do that I'll be putting up a "Post Your Horrible Travel Stories" section for the public.

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    Hit By Ban Bus! pacific breeze's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    I also heard that they were the worst. None of them are much better, tho.

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    A*O
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    Default Re: Rant! Mobile Phone Companies!!!

    Update: I just spoke to VFM again and they 'revealed' that I am not the registered owner of the phone. Well dur - if I was then I could have reactiviated it! The moron then 'put his job on the line' and told me it's not in my daughter's name either because she's a minor. Ergo it's in my husband's name - he is travelling around Europe and uncontactable most of the time. My husband is one of these irritating people who uses a different PIN number for absolutely everything and then promptly forgets it so even if I did ask him to call VFM he would have no clue. VFM's final suggestion was that I go and buy another Pay As You Go SIM card.
    Why yes, that's a brilliant idea. Why didn't I think if that. I will go and buy a SIM card but it will be from a different company.
    I've never liked lesbianism - it leaves a bad taste in my mouth
    Dame Edna Everage

    Just because you're offended doesn't mean you're right.

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    Default Re: Rant! Mobile Phone Companies!!!

    That is so annoying.. Another reason I do not own a mobile phone. I would probably lock it all the time as well.
    Hope you get it unlocked for your daughter.

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    Hit By Ban Bus! UndercoverGator's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    At least you finally got the required information out of them AO. How many calls did that take?

    Thanks for the warning. We're getting ready to get the kids their own cell phones and VM was one of the ones we were looking at. Don't want to put them on our plan where they'd just suck up all the minutes.

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    Elite Member sweetrebel's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    At the office, we bought a new phone in January because I sent the other one off on the back of a U Haul truck-smart, yeah, I know! The screen went out on new phone and I can't tell which line is ringing and it was getting on my nerves-so I called Radio Shack to ask about a warranty. The phone does have a 1 year warranty, but has to be sent off to be fixed. I asked the helpful (not) employee if we would be given a phone until it was fixed. No, they don't give loaner phones. I said so, why would I want to send off this phone to be fixed if I have to buy another $50 phone to use while it's being fixed? Why wouldn't I just buy another freaking phone and throw this one away?? "There is no need to do that, we can fix it for you." Yeah, but I will be without a phone-this is for a business...I have to have a phone....well, then you will have to purchase one to use!!!!! Yeah, genius, that was my point all along-thanks for nothing!
    THE EASIEST WAY OUT IS THROUGH....

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    KD
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    Default Re: Rant! Mobile Phone Companies!!!

    Quote Originally Posted by UndercoverGator
    Next sound heard: "Click"

    I've written several emails and made several more calls protesting this each time being treated as though I'm a potential child molester trolling for victims. No one has addressed my complaint and no one has offered an apology. I'm disputing the charge on my card and I finally found the government agency that oversees these type complaints.

    When did corporations start behaving like every piece of information that isn't a state secret is a ticking time bomb of privacy?
    Good for you, this is utter BULLSHIT. Let us know what the resolution is.

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    Gold Member haggard's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    I've never had the "registered owner" thing from Verizon, my mom is the registered owner of my phone, but I use it, pay the bill and if there is a problem I am usually the one dealing with "customer service."

    Here's my story (I'd just like to make it clear ahead of time I love my service from verizon...I've never had dropped calls, never lost my signal, and they're giving me an AMAZING rate.)

    So, a little over a year ago, my phone started doing this weird thing where when someone would call and it either wouldnt ring at all or it would vibrate but when I flipped it open, it would continue to vibrate and then disconnect the call. It wasnt a continuous thing, but when it did happen, it was VERY annoying. (Because of it I had missed important calls from my work or from my dad who lives 3000 miles away...)

    So I go in to verizon for their tech support. I tell the woman working there what its been doing, and I mention that it is not a constant issue, it comes and goes. She takes my phone, calls it, and it rings and works properly.

    Stupid Verizon Wireless girl - (with an extremely snooty tone) "It's not doing it now"
    Me -"Yeah I know, it doesnt do it ALL THE TIME, just often enough to where its an inconvenience"
    SVWG - "Well I cant do anything unless I can get it to replicate the problem."

    Cut to a couple months later where my phone is now doing it CONSTANTLY. I go back in to verizon and low and behold the same bitch is working.
    Me - "Hi I was in here a couple months ago and you said that you couldnt do anything with my phone unless you could replicate the problem. Well its doing it constantly now, so I'd like you to take another look at it."
    SVWG takes my phone, DOESNT EVEN CALL IT, pulls out the battery and turns it on, THEN calls it. Of course it works. She then gives me this dirty look like I'm trying to cheat them or something and says "It's not doing it."
    Me - "Well you pulled the battery out! Everything works better after a restart, its ridiculous to think I'm going to have to do that every few hours!"
    SVWG - "Well, sometimes phones get too hot and need a break. That might have been the problem. It's working now, so I cant do anything else for you."

    A few more months pass. My phone is now doing this constantly whether you restart it or not. I go back in, and its the same girl working. Finally, she is able to replicate the problem. Then, here's the bomb
    SVWG - "Your phone isnt under warranty anymore so we cant replace it, you'll have to wait until your scheduled upgrade, or pay for a new one."
    Me - "When did my warranty expire?!?"
    SVWG - "It looks like last month"
    Me - "Are you kidding me?!?! I've been coming in here for months for this same problem and you did nothing! How can you penalize me for a problem that started when I was under warranty and you wouldnt fix?!?"
    SVWG - "I cant do anything about it. You'll have to wait for your upgrade or pay for a new phone."

    Suffice to say I refuse to pay $200 for a brand new phone...so I'm waiting for my upgrade. I'm just fucking pissed that conveniently when my warranty was expired was when she suddenly could replicate the problem.

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    A*O
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    Default Re: Rant! Mobile Phone Companies!!!

    Funny you should tell that story haggard. I went into my friendly local Virgin store yesterday to try and sort out the problem. Basically it was a no go, so I had to get another pre-paid SIM card. It was $20 which is OK I guess and my daughter needs a phone so worth it. Also, I got to pick her a new phone number and found one that's really easy to remember so I'm happy.

    Anyway, there was this guy in there ranting and raving at a sales clerk about his 'crackly phone'. The clerk tested it by calling it and it was fine so the bloke said 'oh it only happens after a few hours'. WTF?!? So the clerk said that it wasn't the mobile service providers problem, it was a faulty phone in which case the man should take it up with the manufacturer, Motorola. Well, this guy went completely berko - I honestly thought he was going to hit someone. They called the mall security people and they escorted him away. I asked the shaken clerk if she was OK and she said that this kind of thing happens all the time. Basically people buy a phone and a couple of days later they change their minds so they invent 'faults' hoping the phone retailer will exchange it or refund. It happens so often that ALL phone retailers now have a strict policy that if a customer brings a phone back with a real or scam fault they have to deal with the manufacturer direct.

    Not saying you were inventing a problem hag, but it might explain your sales person's attitude.
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    Gold Member haggard's Avatar
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    Default Re: Rant! Mobile Phone Companies!!!

    I think it was just that particular sales girl. I had gone in there last year because my phone started shutting off any time I went on the mobile web thing. The guy who helped me then was SO nice and patient, and he went on the web with it and actually surfed for a few minutes until the phone shut itself off. Then he switched out my phone for a new one (of the same model) with no issue. AND he actually said to me "If you continue to have problems with this model, we'll switch it out for a completely different phone for you."

    But this girl called my phone, it didnt do what the issue was, and immediately got this snooty "you must be lying to get a new phone" tone with me. She didnt even try to call it more than once! If it were me, I'd think if there was an intermittent problem, I'd at least try and call the phone a few times...THEN when I could get it to regularly replicate the problem, she didnt call it AT ALL before just turning it off and restarting it, once again using that "you're a liar" tone with me. Its like, if she would have just called my phone just ONCE on that second visit before shutting it off, she would have seen the problem...

    I understand that they get a lot of people in there trying to scam them I'm sure, but thats no reason to do your job poorly, and treat the customers like con artists right from the start. I wasnt even rude or impatient with this girl until she did the bare minimum of her work and got that tone with me. The fact that I've been a verizon customer for almost 6 years now should get me SOME sort of courtesy.

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