Their reply (sigh)
"Thanks for your further email Dominic, asking me why isn't a replacement possible as you don't wish to send it for repair.
I've checked the account and noticed that the phone was taken from us in May 2009. We can replacement the handset with in the 7 days of the phone purchase.
Since its been more than 7 months that you've been using the phone, we wouldn't be able to offer a replacement of a new phone in place of an old phone. I'm sure that the cost of the handset with you would not be the same as a brand new one, hence a replacement is not possible.
However, when you give your phone for repair, we'd try to provide you a handset temporarily depending on availability.
As you've mentioned that you are visiting the Altrincham branch this weekend, I'd request you to get the phone checked for a repair.
For any help, you can call our customer service team on 150 from
your T-Mobile phone or 0845 412 5000 from a landline (Landline calls are
charged at local rates if you're a BT customer, but if you're with another
provider it may cost a bit more so do check). They're available from 8am until 10pm Monday to Friday and 8am until 8pm Saturday and Sunday.
Thanks again for your email Dominic, I?m sorry you remain unhappy with us but I hope that I?ve explained the situation.
If you've any further queries please feel free to reply to this email and I'll be glad to help you. Or you can visit our help and support section by clicking here.
Kind regards
Himabindu Depally
Customer Services Email Team
T-Mobile"
Well, aside from the fact that "7 days" is nonsense and that the Sale of Goods Act decrees that 6 months should mean instant replacement, I've replied thus:
"Dear Himabindu,
Thanks for your reply, but about the replacement, your comment "I'm sure that the cost of the handset with you would not be the same as a brand new one" makes no sense. You would simply be exchanging one black G1 mobile phone for another. When any item is returned to a shop for a refund within 12 months, the shop would simply give a full refund of what was paid for the unit (which in my case was about £95) or exchange it for a replacement. I fail to see what cannot be understood from that.
I've not visited the Altrincham branch this weekend because you have not confirmed that, even if I must go through the repair procedure, a temporary black G1 will be available for me to use during this period. I need this confirmation by email so that when I go there - hopefully next weekend, if you have arranged this by then - I don't have to explain all this to them.
Like your previous replies, I do not feel confident that you even want to keep my service as a customer! Surely that is what customer service is meant to do?! Please show that you want to retain my custom by actioning the above as soon as possible. I also stated last time that if you couldn't do this then please refer it higher up the line to someone more senior who can help, yet I have still had an email from the same team. I need this referring higher.
Thanks in advance,
Dom Robinson"
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