Well I have to start by saying that the idea that Sainsburys mobile has is a good one, I asoom that the company is dedicated to providing a good level of customer service, (that was not my case),

it all started when I got an email inviting me to a free phone a Nokia 3310, not the greatest of phones may I add, so I ordered my free phone and placed a note on the order over there website could you please contact me to arrange an upgrade to the nokia 8310, as all the other mobile phone shops out there are doing them for free!,

well it was about 7 weeks later that a scruffy looking man turned up at my door with a parcel in his hands,
so I signed for the parcel and proceed to open it, Well it was the phone that I ordered well the one they wanted me to have the nokia 3310 and not the 8310.
I had forgot all about the order, as you get so much junk in your email inbox on a average day, but I was going to go and get a new phone that weekend, so I followed the instructions in the box and was connected to there customer services department,
I ask why it took 7 weeks, I was told that my order had got stuck in there online store and that they apologised that they did not call me to advise of this, but I could send it back if I wish, I said no its ok, but what happened to the note I attached to the order about the nokia 8310, I am sorry they replied the only phone we do for free is the 3310 i will pay i said "no we do not stock such a model", “do you wish me to activate the account or not Mr Johnston” the rep asked, well yes I replied.
I asked when my 1st bill would be I was told you will get a letter about that if you do not you could always contact your bank and ask if the direct debit was set up and they could tell you the date I thought how nice leave it to the bank to tell me and not the provider?
Well all was going well then the bill arrived a £19.99 connection fee and £4.95 for delivery I thought it was FREE! well the email was deleted by now,
but I called and sat on hold for 53 mints then I was answered Yippee, then the line went dead, not good,
so I called back this time answered in 45 minuets by some one that sounded as if she just wanted to go home.
I know the job of a Customer service rep is hard, but the way she just pushed me off the phone was bad,
so I asked to talk with her supervisor, I was placed on hold for 13 minuets and then answered by senior staff (a jumped up customer services rep)
he could not help, so once again I asked for a supervisor and 7 minuets later one arrived he was so so helpful (NOT),
he started by saying how can I help you? I asked have you took my call with ought asking your staff why you are required he replied “NO” so I replied “well I will asoom you know why I am calling then, so you will already know how you can help me” he sighed and told me If I did not change my way of talking to him he would “terminate” the call, sorry I thought I was being nice after waiting 53 mints to be cute off then waiting a another 45 to get spoke to like a child,
I explained my self, he apologised and advised that he will refund the connection and full carriage, I thought grate that’s customer service (with no smile).
Then 6 weeks later I lost my phone, I thought its ok I have insurance I will just call them and let them know fill in a form send it back and all will be ok (in an ideal world. yes) But then I remembered its Sainsburys Mobile, I got the phone, called the free phone number (thank god its free) 60 minuets later I got answered (I was thinking that’s 60 minutes worth of calls that some one could of made if thay found had the phone)
the guy on the end of the phone told me he would put an outgoing bar on the phone, I thought that’s ok but what about incoming calls? He advised that he could do nothing about that, and it may be a good thing becose then I could call it and see who had it,
I laughed as I thought he was joking he was not!. I advised that I used to work for BT Cellent (MMo2) and he could arrange a full bar on the account, he put me on hold and spoke to his supervisor, he came back we will have to call o2 to do that me or my supervisor has never done that before, well I advised I am happy to hold, he advised they will call me back,
well they did 2 hours later, the rep told me that he would send out a form to be filled in all I had to do was fill it in and send it back so the form arrived 6 days later 7 if you include the Sunday,
so I done as I was told sent it back but they did not get it, one girl at the insurance department (they are only 4 members of staff in that department) told me to call the post office if I had a complaint I correct her by advising it would be the royal mail i should call and not the post office, she backed down and sent a new form,
I got that 2 days later. This time I filled it out and emailed it to them, I got the delivery report advising that thay had got it so I called just to make shore “yes” I was told we have it and I will be notified when the claim was pressed,
10 days had past no telephone call no letter no email, so I called “they did not get it” I was now been told, they sent a new one but I was on holiday, so when I got back I called and was told they may not be able to help as it has been some weeks now,
I asked for a supervisor and when on hold I got cute off again, so I called back 55 mints later to be told they do not work for Sainsburys Mobile, but they would have them call me tomorrow that never came
I called to be told to call back later there lines are to busy 6 times I got that message, and when I did get through it was the out of hours answering service again,
They took my details and put a note on it advising that I was not called back the last time (the girl told me that this happens a lot) no call again,
so I emailed them 12 times still no call, so I phoned them sat on hold for over 1 hour to be told they could fax me the form and they did grate! I thought I will fill it out fax it back and that’s that well no, thay did not get my fax the 1st or the 2nd time, but they did the 3rd. I had 2 months line rental on my account by now (that by the way the insurance dose not cover that)
I have to pay so I asked for an upgrade from the nokia 3310 to the nokia 6310 for good will, they told me “no” I have to pay the line rental and if I want a free upgrade then I have to re new my contract for a another 12 month’s I do not think I will be doing that.