Letters To The Editor
Letters To The Editor is the online edition of Hear All Sides, the daily letters page from The Northern Echo.
Phones 4U
AT Phones 4u, we were disappointed
to hear of the dissatisfaction felt by
John Smith of Shildon (HAS, May 5)
regarding the service he received
from us, and as with all customers,
we took his comments seriously.
Our records show that Mr Smith
requested a £30 O2 pay-as-you-go
top-up for his Orange handset,
which is unusual as it is not
common practice to sell conflicting
network top-ups to that of the
handset.
As a result, and seeing that Mr
Smith owned an Orange handset as
opposed to an O2 handset, here is
where the confusion lay and hence
why our store staff mistakenly sold
him a £30 Orange pay-as-you-go topup
for his handset.
After realising the mistake, we
immediately apologised for the
inconvenience caused to Mr Smith
and agreed to raise a cheque for a
full refund. Due to strict internal
policies and procedures, we were
unable to refund the money from
our till, and in order to be fair to all
our customers it is important that
we abide by these policies.
We understood Mr Smith's
frustration at this and as a result
offered him a further £20 as a
gesture of goodwill.
We are committed to providing
high standards of customer service
at all times and so it is regrettable
that Mr Smith has felt cause to
contact yourselves relating to the
service provided by Phones 4u.
Chloe Farrow, PR Manager,
Phones 4u Limited,
Newcastle-under-Lyme.
12:19pm Friday 9th May 2008
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