To whom it may concern,

I received the email at the bottom of this message today (in response to my
third request to get a replacement SIM card) with the utmost displeasure.  I
have now cancelled my regular direct debit payment to you, and am
terminating my contract with you.  This is done in accordance with clause
10.4(a) of the "Pay monthly agreement for cellular service" and is delivered
to [PHONE PROVIDER]@[PHONE PROVIDER].co.uk as per clause 15.1.

To elaborate on the reasons for this termination:

1. On December 12 2001, my phone was lost.  I called the [PARENT PHONE PROVIDER]
helpdesk to cancel the phone, which was successfully done.  I was then informed
to call [PHONE PROVIDER] the next day to request a new SIM card.

2. On December 13 2001, I called the [PHONE PROVIDER] helpdesk and requested a
replacement SIM card.  I was told this was fine and that it would arrive in
3-5 working days.

3. On January 8 2002, after not having received the replacement SIM card, I
called the [PHONE PROVIDER] helpdesk again.  I was told no record of my 
replacement SIM card request existed, but that one would indeed be sent out, 
this time to arrive within 4-8 working days.

4. On January 28 2002, after still not receiving the SIM card, I emailed
[PHONE PROVIDER]@[PHONE PROVIDER].com with my third request for a SIM card.  I 
was subsequently emailed six times by [PHONE PROVIDER] over the weekend of 
February 2-3 2002 informing me that your email system had broken on January 15
2002, and asking me to resubmit my query.  I did so on February 4 2002.

5. Today (February 6 2002) I received the message below - asking me to use
the [PHONE PROVIDER] online help system to resolve my query.  This is clearly a 
matter that cannot be fixed using said system.

I'm thoroughly disappointed and indeed angry in the level of service I have
received from your company in response to this matter.  It appears that my
only option left would be to call your premium-rate helpdesk to attempt to
get a replacement SIM card for the *fourth* time.  This is something I am
not prepared to do.  Because of your ineptitude, I have now been without
service for 55 days and believe I have been extremely patient, not having
cancelled my regular automatic payment to you until today.  It seems as
though this act of good faith has been a mistake.

Your email signature file claims that [PHONE PROVIDER] is "a world leader
in mobile internet".  Unfortunately, until you begin to deliver consistent
and reliable customer service, you will only ever be an also-ran.

Other mobile phone operators deserve my custom.  You do not.

Yours faithfully,

David Pannett.


----- Original Message -----
From: "[PHONE PROVIDER]" <[PHONE PROVIDER]@[PHONE PROVIDER].co.uk>
To: "David Pannett" <davidpannett@[FREE EMAIL SERVICE].com>
Sent: Monday, February 04, 2002 11:25 AM
Subject: [PHONE PROVIDER] Customer Care


Dear [PHONE PROVIDER] Customer

Thank you for contacting [PHONE PROVIDER] Customer Care.

The information you require should be found in our online Help Centre. Just go
to [ADDRESS] and click on appropriate link on the left-hand side of the frame. 
Then you will see, on the right-hand side, a variety of topics, which will give
you lots of useful information about [PHONE PROVIDER].

Regards,

[PHONE PROVIDER] Customer Care

This response has been automatically generated after screening key words from
your email. Thank you for contacting [PHONE PROVIDER], a world leader in mobile
internet.