Consumer Panel action means it will be easier to cancel your mobile contract if you don't get coverage
10 November 2010
Mobile operators and retailers surveyed in a Consumer Panel mystery shopping exercise are changing their contract cancellation policies to make it easier for customers who experience coverage problems.
Panel Chair Anna Bradley said “we are delighted that the mobile operators are making changes to their policies following pressure from the Consumer Panel. This is great news for consumers”.
Carphone Warehouse introduced a 14-day coverage returns policy in September 2010 and Phones4u will introduce a new 14-day returns policy for coverage in 2011. Both retailers are committed to training their sales advisors to understand and explain their policies. Third party retailer policies had been confusing for consumers and sales staff alike. Contracts were based on which network a customer wanted, and whether they were bought in-store, online or through distance selling.
Vodafone has made its in-store coverage returns procedures consistent with its website and telesales policies. This means that wherever they buy their contract, consumers can cancel their contracts within seven days for any reason, including if they get poor coverage.
Orange still does not currently have a formal returns policy for coverage for contracts bought in store. But, it has already given store managers greater power to make decisions on returns, which should make the process more straightforward for consumers. T-Mobile has retained its seven-day cancellation period for customers who experience poor coverage. However, Everything Everywhere, the new parent company of Orange and T-Mobile, has committed to reviewing both policies in the first half of 2011.
02, Tesco Mobile, Virgin and 3, which already had cancellation returns policies that met the Panel’s recommendation for a 14-day minimum returns period, have announced they are retraining all their sales staff to improve their understanding of company policy. 3 will cancel a contract because of poor coverage at any time, but does not advertise this.
While welcoming Vodafone’s move to make its returns policy consistent for customers who buy in-store, online and over the phone, Anna Bradley expressed disappointment that the
operator “has implemented a seven, rather than 14-day returns period for customers to cancel their contracts if they have problems with coverage. I would also like to see T-Mobile and Orange implement 14-day returns policies when they review their policies in the New Year, and I urge 3 to make information about its cancellation policy better known to consumers”.