Mobile Phones Complaints

Mobile Phones Complaints – Exploring the Options

We take a look at some of the options available to you regarding mobile phones complaints, and what to do when you’re not happy with the experience, to get a swift resolution.

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Mobile Phones Complaints – Your Options

When you’ve got complaints about mobile phones, there are a few different options available to you. It’s essential that you understand how the process works, to make sure that you’re getting the most from any experience.

When something stops working, like for example, you find yourself unable to send calls and texts, and you’re going to want a resolution quickly. You’ll need to make sure that first of all, you’ve complained to the company themselves. Tell the company what has gone wrong and what you want to resolve. If they have their internal complaints, then this is the time you should be following it.

Alternatively, if you can’t resolve the issue by yourself, you may find that you need to contact an ombudsman. However, before you can do this, you need to get a letter of deadlock, which says that you’ve done all that you can to try and resolve the issue by yourself. However, if the company fails to respond to this within 14 days, then you’ve got the right to take it to the third party known as the ombudsman, who will sort it for you.

Ombudsman

We’re going to talk about an ombudsman in more detail here because they’re a core part of resolving complaints. When you can’t solve a complaint between yourselves and the mobile phone providers, you need to call in an ombudsman. This is a third party which has been authorised to sort out issues with impartial judgement.

The system works by being the next step when you scale up a complaint. They serve as people who can help with things like roaming charges, cancellation rights, and bill shock with mobile data charges. Your complaint form will require you to fill out a handful of details, all of which relate directly to your situation. There will be an element of personal information, along with things like the name of the company who you are experiencing problems with. It’s crucial that you take the time to figure out whether this is a service that you need in advance.

Broken Phone?

In a lot of cases, you’ll find that a broken phone can be a severe problem for people to try and work around. It’s a common complaint to make, especially if you’re someone who’s on a contract and you find that the agreement itself doesn’t end for another three months, but you’ve got no phone. There’s no doubt that it can be annoying, which is why you need to try and know what you can do. Typically, most providers won’t replace the device, and instead, send a new SIM card so the contract can continue in some form. The phone is something you have to substitute for yourself.

Raised Prices

If your mobile phone company decides without much warning to try and raise the prices of your contract, then you’re going to have the right to leave without having to pay the exit fees, if the agreement was taken out after 2014 (which nearly all contracts were). The mobile phone company has to give you a month’s warning about the increased fees, and the choice to opt out is entirely yours.

Escalating Complaints?

You’ve probably read on sites like ExecReview that you can escalate a complaint if you need to and take it further up the chain to make sure that your voice is heard and listened to. However, what’s important is that you understand how this works. Typically, you’ll be put through to a manager, someone higher up than your average customer service rep. You can then scale it up through the company if you want until you feel your problem is being dealt with properly, but the bottom line is that there’s a lot of different places you can go to make sure everything is sorted. Just be prepared to make sure that there are cloud-based telephone calls like those you might encounter from CloudTelephones, and you’ll be ready to deal with anything.

Internal Complaint Systems

What you will find when it comes to a lot of places is that they have an internal complaints system which allows them to diagnose problems via the aid of an FAQ and other resources. They aim to make sure that customers can sort out smaller issues for themselves.

However, these resources aren’t always helpful, and so you should take note of the different available contact methods. You should try and work through all of the different options to find the one that works for you because that’s going to be your best bet.

Many Options

As you can tell, there are many different options available for you to consider when it comes to your complaints. Every provider has their way of doing things, but you can easily take it to a higher power if you feel a need to do so. It’s legitimately up to you, and that’s perhaps the only good thing about mobile phones complaints – if you think that you want to take it to a higher power, then you’re within your rights to. Customer service can be an essential part of any experience, and it becomes almost natural to want to try and seek out a level of care that makes you feel like you’re important. Remember that the third-party is always available for you to use if you aren’t communicating well with a company, and once they’ve provided a letter of deadlock, it’s fair game.