The following statement was received by kingpin-seo press release site in relation to the Phones4u Tewkesbury branch. The consumer in question asked us to air their grievance with the store, after a frustrating and futile conversation with a member of staff.
Phones4u Complaint
I went into phones4u in Tewkesbury I asked about laptop deals they sat me down took my details phone number address etc. I said no need to write anything down as I was only inquiring but they were adamant in doing so, she said it was their policy I said again I would rather they didn’t but she still did, we got chatting about laptops and internet dongles I told her which ones worked here but she still had to look it up on her computer she didn’t really have a clue about laptops.
Then out of the blue she showed me a form /leaflet about insurance asked me if I understood it I said yes then she proceeded to fill in another form with my details and asked me sign it and I refused she said I had to sign it and I replied with I don’t have to sign anything as I was only inquiring about the deals she asked me again I again refused got up out of the chair and left the shop. I wondered if all phones for you shops were the same ?
Any representative of Phones4U should contact: [email removed] for more information about the complaint. Any response will be posted here, to show their level of customer care.
UPDATE: Phones4u came good with regards this complaint. They have acted responisbly to the issue, and details on this can be found here: Phones4u Tewkesbury
Tags: phone insurance hard sell, phones4u, phones4u complaint
Hi there, as a management employee of a Phones4u retail branch I can provide an explination into why this process is in place.
The information sheet sales consultants fill out is part of Phones4u’s sales process and has to be followed 100% by all staff without deviation or exception. The reason for this and the questionaire is to establish the needs and requirements for the customer so we can offer them the best handset and tarrif based on what they have told us. The case in question however is laptops so we will ask questions first relating to type of laptop and data usage to offer the customer the most informed package.
The huge focuss on insurance offering is actually an FSA requirement. We have to offer our customers insurance with products (even if they are just inquiring) and make sure they understand every detail from what the poliocy covers to how much it costs and the excess. Even if no purchase is made, the form still needs to be completed and signed by the customer to show that the sales consulstant has done his/her job and the customer hasn’t been mis-advised about insurance.
After an investigation into Phones4u from Ofcom these procedures have been put in place as to protect our company’s intergrity and image.
I am happy to answer any other questions people have about the level of customer service they receive through phones4u however I cannot be held accountable for accurate explnations on Phones4u’s policies and procedures and I cannot speak on their behalf, only oppinionate.
Thanks
Hi HandShandy,
Your message has been passed on to Mr. Hall. He has now recieved a satisfactory response to the complaint.
Whilst Mr. Hall understands that phones4u may have procedures in place that state all customers must sign forms saying they understand what has been said, Mr. Hall does not feel that there is any legal reason he HAS to sign the document. He felt forced to sign something, and even felt that he was not allowed to leave the shop until he did so.
If it is a Phones4u policy to insist on forms being signed, this should be done at the start of the conversation, not part or fully into it. Phones4u may well be in their right to say that they cannot discuss their products without the forms being signed, but equally, Mr. Hall feels he has the right to not sign any documents if he doesn’t wish to… thus, if he was told of the requirement before the conversation fully began, he may well have chosen to go elsewhere straight away, rather than feeling strongly pressured into signing documents on the spot.
Unless I am wrong, nobody can be told they have to sign a document under duress, and even if they were, the fact that they were under duress to sign the document against their wishes may well render the document/contract as void? am I wrong? (I am not a legal expert, this is just a question, based on some experience of consumer matters).
Anyway, Mr. Hall is pleased to say that the issue has now been fully resolved to his satisfaction, more about the response from Phones4u can be read here: http://www.kingpin-seo.co.uk/press-releases/phones4u-respond-efficiently-to-consumer-complaint-about-their-tewkesbury-branch/11701