What would be your next move?

[ZinedineZidane]

I've had horrendous trouble with a "well-known" mobile phone company since I've taken out a contract with them. I've spent hours on the phone to Customer Service and gone into one of their shops to try and sort it, all to no avail. I've tried to get names out of them to complain to, but "they don't give out names for security reasons".

The last person I spoke to gave me an address for a Correspondence Dept, so I duly wrote a stinking letter and sent it along with copies of all the paperwork. This was two weeks ago and I've heard nothing back from them.

What on earth do I do now? If I have to phone Customer Service again, I think I'll lose the will to live .

Any ideas?

for you
Watchdog? or similar

Can Offcom help? The ombudsman person typr thingy. I've noticed some companies sit up and tale notice when they get involved

Write to Anna Tims in teh Guardian - she seems to get results

Message withdrawn

Ah, these are great ideas, thank you.

I really despair at what passes for "Customer Service" these days at supposedly market leading companies (good grief, I sound like my Mum )

Who is it ZZ?

Call their PR department and say you're going to the press unless you get some response within a certain period. 9 times out of 10 this works brilliantly.

should be able to find contacts on their website under news/media

It's the one where the future's bright, apparently.

Good tip meowmix - I have searched their website for any type of contact info, but will try that approach now.

Phone them back (just the once!) and ask for details of their Alternative Dispute Resolution Scheme.

Phone companies have to be a member of an independent scheme for resolving customer complaints.

Ooh, have found their corporate HQ address! Fantastic!

How do I find out the name of a Director or two?

Ahh, the company of which you speak is apparently a member of CISAS.

here

They're usually really good too!

Hope you get some joy. Some great advice here.

I've never had any problems as a PAYG customer but this contract is a complete nightmare! I cannot get anyone to take responsibility for sorting things out (the problems are all of their making and I have the paperwork to prove it) and I can never get through to the same person twice, so every time I phone, I have to go through the story from the start.

AAAAAAAAAAAAAAAAAAAAAAAAAAAARGH!!!!!!!!!!

That feels better