Called Customer Services the other day to discuss upgrading my contract from SIM Only to Pay Monthly. Asked about the Trade in Offer. The guy just kept on saying "You won't get that offer if you go direct to Samsung? or I'm not sure what you are asking me" I kept saying why are you mentioning Samsung? This Trade in Offer is through you? How much to upgrade my contract? I knew what phone I wanted, what length of contract I wanted, my airtime I wanted, but in the end, got nowhere with him, so gave up.
I then went into my local store. After spending about an hour with a lovely Customer Service person, there seemed to be some confusion on how to proceed. She was advised by her colleagues that she would have to close the page she was working on, and I would have to come back in 72 hours and start all over again? Why?
I was advised I could contact Customer Services rather than going back to the Shop, but that I would be charged extra if I took this route. So I have to return on Wednesday "or you could leave it until Thurs" and hope that the one phone that was available, is still in stock, and what happens if a mistake is made again, and I have to repeat this shambles again?
I have filled in a complaints form, but by going off what other commenters have said, seems unlikely I will get a reply, so reaching out here to try and resolve this. They told me in the Store, they had a new system in place that should make it easier for them to place orders. Seems not in my case.
