Problems with 3..

Willeh

Hey all,

I called 3 up last saturday regarding cancelling my contract as it was nearing its end and inevitably, I was offered a deal and accepted. I received the phone I upgraded to today, and decided to give 3 a call to confirm the deal still holds true before turning it on and voiding my 14 day cooling period.
The problem is that on saturday, we initially agreed on a contract for £20 / month for the LG Renoir, but I was told that this was a communication error and infact the contract is £20 per month PLUS £5 internet max add-on. I explained to them the only reason why I accepted the upgrade offer in the first place was the fact it was £20 and not £25. Besides, why would I accept £25/month when new customers can also get the same deal for £25/month?
What are my rights regarding this? I have not turned the phone on yet therefore I'm still in the 14 day cooling period. Surely as an existing customer with several other contracts on the same network, I'd get somesort of loyalty discount as opposed to having the same deal as new customers? Could I simply cancel the add-on? :S

Many thanks

Willeh

bumppppppppppp

jamiex

Willeh wrote: »

bumppppppppppp

If you didn't record the call and they won't agree to the original price then you should tell them you'd like to return the phone and cancel your contract. I'm sure they'd soon change their tune if they thought they were going to lose you, but even if they don't, at least you won't have lost anything.

Since you have multiple contracts with them, you could even then refer yourself and get the £50 or whatever it is that they pay out for referrals, or go through a cashback website. Then you'd get a better deal.

I wouldn't wait around for them. I'd send the phone back straight away, otherwise the 14 days will run out and you won't be able to do anything.

parallax_20

Add-on's are not tied to your contract and therefore can be removed at any time.

You can have a look at the 3 retention thread to see what sort of deals are being offered to existing customers as a reference.

chrissyxx

Retention deals? What retention deals lol?

parallax_20

Chrissyxx - I like reading your encounters with 3. It makes smile and sympathise at the same time. I know what you've been offered hasn't been great at all, but some people have been really lucky with the odd deal here and there. Which I'm jealous about too...but it's not consistent and seems to be pot luck to be honest. I'm going to send back my upgrade as I've changed my mind about paying £17pm. I'm going to try and squeeze a £10 deal including internet if I can. I don't use the minutes, just mostly internet. So lets see what comes out of it. Will keep you all posted.

Crazy_Jamie

I was told that this was a communication error

Legally that's tough luck for them, and they are bound by the representations made by their sales advisor. What jamiex said about recording the calls and proving your side is true, but this makes it sound like they acknowledge that you were given the £20 deal. Which means they are bound by it. It is as simple as that.

Of course they will try to convince you otherwise and will probably make things difficult for you. In which case just inform them that unless you are given the original £20 deal that you agreed with one of their sales advisors you will be returning the phone and leaving 3 altogether, along with all of your other contracts when they expire. See what they do in response to that.