Here's a good one that I would like some advice on please.
A well known broadband/TV provider in Ireland that I am a customer of has just emailed me stating that my tariff will
increase in January 2020.
Now, last Jan.2019 I made a call to them looking for a better price following their last increase. A customer rep. offered me
€x for 6 months or €x+y for LIFE !
I queried does 'Life' actually mean 'Life' or until their next increase ?
I was told that as long as I remain as a customer my set price will NOT change.
I asked the Cust. Rep. to check this and was put on hold while they did so.
Upon resuming the call it was re-iterated to me that the offer is indeed 'For Life'.
So obviously I said I would accept that offer and agreed to pay €x+y monthly.
I also asked for an E-mail stating this offer but was told no need as I can see on my online account that it states
'Fixed price', which it did.
Happy days.....or so I thought.
Roll on Oct.2019 and I am emailed that my 'for life' offer is going up in Jan. 2020.
After calling them and explaining the above (to no avail) I requested a copy of the initial call under GDPR.
The next day I receive a call from the GDPR dept. who had listened to the tape and agreed with me that
I was offered the 'for life' contract but went on to say that the Cust. rep. had 'made a mistake' and no such
offer exists. They went on to offer me a waiver of the forthcoming increase for 12 months and a credit of
one months fee. This I feel is a derisory offer, in that the potential difference between what I 'signed up for' and approx.
€95 'goodwill' is in the thousands of Euro.
As most companies are only too quick to hold you to telephone contracts, should it not also be true that they have to
honor the contract too ?
What do people think would be a reasonable outcome/offer and also where could I go with this, failing a resolution with my provider?
TIA.
A well known broadband/TV provider in Ireland that I am a customer of has just emailed me stating that my tariff will
increase in January 2020.
Now, last Jan.2019 I made a call to them looking for a better price following their last increase. A customer rep. offered me
€x for 6 months or €x+y for LIFE !
I queried does 'Life' actually mean 'Life' or until their next increase ?
I was told that as long as I remain as a customer my set price will NOT change.
I asked the Cust. Rep. to check this and was put on hold while they did so.
Upon resuming the call it was re-iterated to me that the offer is indeed 'For Life'.
So obviously I said I would accept that offer and agreed to pay €x+y monthly.
I also asked for an E-mail stating this offer but was told no need as I can see on my online account that it states
'Fixed price', which it did.
Happy days.....or so I thought.
Roll on Oct.2019 and I am emailed that my 'for life' offer is going up in Jan. 2020.
After calling them and explaining the above (to no avail) I requested a copy of the initial call under GDPR.
The next day I receive a call from the GDPR dept. who had listened to the tape and agreed with me that
I was offered the 'for life' contract but went on to say that the Cust. rep. had 'made a mistake' and no such
offer exists. They went on to offer me a waiver of the forthcoming increase for 12 months and a credit of
one months fee. This I feel is a derisory offer, in that the potential difference between what I 'signed up for' and approx.
€95 'goodwill' is in the thousands of Euro.
As most companies are only too quick to hold you to telephone contracts, should it not also be true that they have to
honor the contract too ?
What do people think would be a reasonable outcome/offer and also where could I go with this, failing a resolution with my provider?
TIA.