You're mugging me right off...

Dear EE, May I suggest some SERIOUS training with your staff? Having had my phone stolen on Saturday let me fill you in on what I have had to endure since then.

First off I was a previous Orange customer before the merge. Therefore after my phone was stolen I went on the website to find how to cancel it. Unfortunately the only way to cancel your phone is to phone up. Can you see where this can cause problems? May I suggest a live chat option on the site for those who do not have access to a replacement phone or friend to call you.

Luckily I was able to call Customer Services (CS) and have them cancel my phone. I was informed I could go into an EE store to collect a replacement SIM free of charge. So this is what I did on Monday during my lunch break.

First off I went to Holborn and was told in here they can’t do it but I could go to the Fleet Street branch where they could help me. So I did (we’re nearly an hour into the lunch break now due to all the walking). Here I was told sure I can have a replacement SIM – but it costs £10. Not free like CS told me on the phone. Your man in the shop also – serious attitude problem. He basically said to me ’it’s not my problem what CS have told you it’s a tenner – deal with it’.

I called CS (again) who apologised and said pay the £10 and they will credit this on my next bill. So I agreed. I went about purchasing my ‘free’ replacement SIM. The guy got it from the back and started explaining what to do with it. Luckily I asked if it mattered that it was a T-Mobile SIM and I was a previous Orange customer. He said yes of course it matters this T-Mobile replacement SIM would not work. So I asked for an Orange SIM. They don’t do Orange replacement SIM’s in store – only over the phone.

I called CS (again) after explaining my predicament CS told me ‘of course you can get one in store’; so I put her on the phone to the rep in the EE store where they proceeded to have an argument about who was right. The man in your store won and I was told to phone up for my replacement SIM. By this time I had almost been two hours so I had to back to the office; where....

I called CS (are you getting the picture here?) Your man this time said he was terribly sorry and would be able to get me a SIM out between 0830 and 1230 THE VERY NEXT DAY! Marvellous I said. I confirmed all my address details with him. The next day I arrive home after 6; no SIM.

I called CS. Here’s what happened next:
ME: Hi, where’s my SIM please?
CS: It was successfully delivered at 4pm.
ME: There is nothing in my post box from you – or a failed delivery slip.
CS: It was definitely delivered to (Street Name) by UK Mail at 4pm
ME: What number?
CS: There is no number
ME: Well how can they deliver if there is no number? I confirmed a number with your man yesterday.

CS: Oh yes there is a number on here but not in the delivery notes. I don’t know where it’s been delivered – but do you know you can get one in store?!

ME: *BANGS HEAD ON TABLE IN FRUSTRATION WHILE EXPLAINING YESTERDAY’S ORDEAL*
CS: OK I will post you a new one. But if you’re not in there’s a charge and you have to give back your old SIM. It’s the rules

ME: *ALMOST CIRES WITH STUPIDITY OF THIS STATEMENT*
ME: How can I hand back my old SIM, It’s been stolen – that’s why we’re having this conversation. I clicked through all those LOST/STOLEN options on the menu and you asked me at the beginning of the call what has happened to my current SIM, where I told you my phone was stolen.

CS: OK well you have to pay a charge if you’re not in
ME: How can I not be in my POST BOX? You said they are posting it in the POST BOX you said that’s what HAPPENED TODAY!!! While we’re on that, even if I had a SIM am I expected to stand by the post box waiting for your delivery man? Or will you have him call me to say he is standing waiting for receipt of my stolen SIM...Oh wait he can’t I HAVE NO PHONE!!!

It makes one wonder what has happened to Orange and T-Mobile since merging. Perhaps you have spent all your money on Kevin Bacon and thus cannot afford to hire anyone with any competence – or have any protocols in place to deal with those pesky things some businesses like to call ‘customers’. I have now resorted at scoffing to myself every time I call your line and hear you are ‘dedicated to excellent customer service’. Your staff members in store told me there is no communication between your call centre and stores nor any consideration of Orange vs T-Mobile protocols.

You have given me about the same level of stress than the actual mugging that left me in this position.

I DREAD to think what may happen tomorrow if this magical SIM is going to arrive or if a burly delivery man is going to refuse to give it to me until I pay him / give him my stolen SIM.

Congratulations EE – for possibly the worst customer service I have ever experienced.

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The true test of a holiday...

When do you know you have had a proper vacation? When you have nothing to post about. For the last week (post Cannes) I have been doing nothing.of note. OK maybe not nothing here are the highlights:

1) I made my thai red curry and it had a great reception
2) My heart broke a little bit when I realised there is a Primark outlet in SELFRIDGES (!!!) in Birmingham
3) I ate at an Indian restaurant with Camel, Crocodile, Raindeer and a number of other weird and wonderful concoctions on the menu (I didn't actually dine with these animals you understand...)
4) I helped make macaroons, making almond paste is hard.
5) I had my nails painted (finally got rid of the St Patricks day green) the same colour as Louboutin nude

Here's what I have to show for a week off:

As for the W update, alas maybe I should just say there will be no further updates. Cynics of the world rejoice. 

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#Fail #EPICFail

So, I had a pretty much train wreck of a day on Saturday. I decided to go to Westfield (west, not east) to collect my Michael Kors bag that has been held captive at the repair unit since mid December. It started off OK, I picked up a couple of pieces in the French Connection sale (although I did try on 12 items and only two were deemed worthy of a purchase). I then went to collect my bag.

The girl I have dealt with over email and phone was on holiday, however the other lady in the shop was very helpful and immediately pranced backstage (to the store room) to collect my estranged love one. An uncomfortable amount of time later she reappeared with a carrier bag, out of it...not my bag. So, back she went this time less of an uncomfortable amount she reappeared, this time with the correct bag. Phew. I was however slightly disappointed with the service, it took over a month (granted it was over Christmas), but I thought maybe the bag would have been cleaned/polished/buffed to a pristine condition for my troubles, it wasn't. Still worse was to come...

I may be completely overreacting here, but since when haven't you been able to pay for goods in Boots with part Advantage card points, part cash/card? I had a couple of smaller items and a 3 for 2 offer on haircare. I also have almost £15 in points (around the same amount of the two hair products). My items were scanned and I entered my Advantage Card. I then stated I wanted to pay with points and was told I didn't have enough, so I said I'd pay the rest on card. This is when the trouble started.

I literally said it was the strangest thing I've ever heard, why couldn't I part pay? He didn't know. His genius answer was to pay for two of the haircare products on card then the rest with my points....errrr slight problem...it's a 3 for 2 deal! WHY would I want to pay for something that would be free should I buy it together? He said if I purchased the other smaller items on card I would have enough points to pay for my 3 for 2. So that's what I did. When it came to buy the rest I was 8 points short and he refused for me to make up the 8p in cash. So stupid. When I pointed out you always could pay part and part another clerk butted in to say 'yeah about 10-15 years ago'. I was so enraged I didn't buy the things. Seriously, that is such a stupid rule.

I then continued shopping and was pretty knarked off. I even went as far as to pull Boots a dirty look as I walked by (mature). I decided to go into Debenhams to look for a camera case. The camera I got for Christmas really isn't in the best 'hands' residing in one of my running gloves acting as a make shift case. When in here there were some nice gifty bits...I thought this would be a pretty good pressie for a relative named Bill.

This is the moment where I turned around and felt my bag of French connection goodies be blocked in it's path by something...a vase. It teetered while all I could do was look in despair. My reflex was to block it's fall with my shoe. It did actually cushion it a bit. Not enough. It then swayed joyfully on the floor as it smashed into a million pieces. Great. I am 'that' person, thank god I wasn't out shopping with my Mum, she always used to say 'careful you don't smash anything' and my personal favourite...'you'll have to pay for that.'

I looked around helplessly as no store workers rushed over to assist. There were however some children running around (no, I didn't think about blaming them) and a parent who looked at me with a 'Judgey von Holier than thou' face. I was therefore reluctant to step away from my mess in case a) a child got hurt or b) Judgey thought I was bolting. Eventually I had to leave the mess. I picked up the two biggest bits of glass and took them to a nearby till point where three cashiers were having a merry old chat and not serving any customers. I presented them with my smashed produce and asked for a brush. One of the young attendees said he didn't have one but walked off. I followed him and retreated back to my mess. As I was trailing in his wake I asked if I should pay for the vase. Thankfully the answer was a casual 'no' as if this happens all the time. And here was me with the fear of god in me I was going to banned/penniless/shamed.

I thought I should take my sorry arse home after this, but I wanted some nice dinner and a bottle of champagne having just received a bonus at work. I went to M&S first as they usually have a decent selection, but no. Nothing that tickled my fancy. I then deduced in Morrisons they would be very reasonably priced. After trawling the wine aisle three times I couldn't see any champagne. My eyes were literally deceiving me. I asked an attendant and champagne is actually kept, in this particular Shepherds Bush branch of Morrisons...behind the cigarette counter. Classy. I went over there, the selection was tiny and the queue was enormous. Cue my leaving. Tesco Express on the way home would have to do.

Somehow on the way home from the station I managed to MISS Tesco express. How? I have no idea. It has surely been moved. Thus concludes my epic fail of a day.

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IOS5

So how annoyed am I now? Just went to update my iPhone to the latest software...my computer memory isn't big enough for the cloud so nothing can be backed up...apparently. Then what happens? The whole thing cocks up and I lose everything on my phone and have to restore.

Everything.

Photos that I haven't uploaded onto the PC, phone numbers, calendar, all my messages, notes (some relating to work), saved safari bookmarks.

Severely pissed off doesn't even cover it. Why when I plug the phone into iTunes and it syncs does it say 'backing up' what the hell is it backing up exactly if I have NOTHING?

This isn't the first time this has happened. In December last year I lost everything. Some how I have so much more this time.

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