Random acts of call centres

I am currently a T-Mobile subscriber. I have two phones with them. My voice phone is currently coming near the end of its contract period with T-Mobile. For the past week I have fielded a number of calls from independent T-Mobile dealer Fonehouse which those people on my Twitter feed would have known. The thing of it is that I have never bought a phone from Fonehouse or given my details to them.

So first stop T-Mobile customer services, they denied giving my details to anybody and suggested that I contact Fonehouse. In the meantime this letter arrived from Fonehouse that certainly looks like a T-Mobile-orchestrated upgrade programme. (The exclusive handsets on offer aren’t worth considering).


Now the letter like the call centre staff had my full address details and knew when my contract was up so how did they do it?

UPDATE: I called Fonehouse to get the skinny but couldn’t get through their voice-activated phone system navigation.

3 Replies to “Random acts of call centres”

  1. Hi Ged. Im the communications manager for fonehouse. i’m sorry that you are displeased with the letter that you recieved. I understand that it can be frustrating to be sent invitations such as these. Fonehouse, would like to take this opportunity to apologise to you if this letter has in any way caused you offence or caused you concern.

    However, i would like to take this opportunity to point out that the key driver of the letter resides in a bid to collect phones for recycling. Over 1 billion handsets are produced each year and only 10% of these are recycled. All mobile phones contain substances that need to be disposed of in responsible ways as they are – in decomposiiton – harmful to the environment. Moreover, i would also like to state that the recycled mobiles in our program (if in useable condition) are sent to developing countries where cheap communications devices are in great demand, especially in communities where there is little or no access to telephones. We work with charities and with many schools accross the UK in a bid to tackle this problem. If you look at our feelgood programme in association with CMR on our website, further details are available.

    The practices of our sales centre are continually reviewed in order to make sure only bona fide customer data is used. If you are not interested in handset recycling – a problem that has serious implications for our future – or in improving your mobile service – we apologise for mistakenly contacting you with this information.

    If you would like to dicuss this matter further please feel free to email me. richard.bayley@fonehouse.co.uk

  2. Richard,

    Firstly thanks for taking the time to respond to this blog post. Recycling phones are very important and that wasn’t the issue that I had with T-Mobile and Fonehouse.

    Since, I would be considered as an early adopter, I pass my phones on to friends and family and encourage them to provide older handsets that they may have charities that do similar recycling efforts to Fonehouse, but also reducing consumption of resources in the first place by ensuring that my Mum and Dad seldom have to purchase a new phone.

    I was more concerned how I managed to get on to Fonehouse’s list.

    I hadn’t provided my phone number or my address to Fonehouse. Also T-Mobile UK claimed that hadn’t shared my details. If they had, whilst I wouldn’t be interested in your offer, I would still have understood how you managed to get hold of my details.

    In addition, having spoken to one of your staff and explained to them that I was not interested should have been sufficient. I wasn’t happy to have received follow up calls.

    I am therefore pleased that you are improving the practices of your sales centre.

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