3 have not renewed on the basis we agreed!

Simran

Hi

I agreed to renew my 18 month 3 contract on the basis that I was offered Mix & Match 1100 (normally £27pm) for a reduced price of £20 pm; I also asked for the Unlimited Internet package (usually £5pm) for free but agreed when the lady said 3 would discount it by £2.50pm so that I would pay £2.50 pm.

I received the phone (INQ1) and have started using it, but got a letter at the weekend confirming the renewal details:

Mix & Match 1100 - £27 pm (i.e. not the £20 they agreed to on the phone)
Internet 10 (i.e. not the unlimited internet I asked for but a limited usage one which costs £2.50)

I called them regarding the [lack of] the agreed Internet Max but they kept me holding for almost 30 mins and then said that the person who originally upgraded me would have to speak to me as she had agreed the offer, but she wasn’t around and would call me back within 48 hours, which (surprise, surprise) never happened.

In hindsight I should have recorded the call and I shouldn’t have opened the phone, but under the circumstances I’ll be writing to 3 (I dont think there’s any point wasting any more time on the phone to them as I have little confidence as to their reliability); does anyone know of the address to which I should send the letter, and of the legal position (eg is there any law I can quote which states that this was not as per the agreed contract)?

Thanks

Buzby

Write to their Glasgow address for this; Hutchison 3UK Ltd, 123 St Vincent Street, GLASGOW. Sorry, don;t know the postcode. As you say, it'll be your word against theirs, and corroboration is vital.

diamonds

I'd send it back, call them and ask for pick-up & when they ask why ? TELL THEM

gjchester

diamonds wrote: »

I'd send it back, call them and ask for pick-up & when they ask why ? TELL THEM

You don't get a cooling off period on an upgrade, there may be no reason to send it back, other than under the DSR if you return it in 7 days.

Recording the call would have been little use, unless you told them you were doing so it would not be admissable in a court

Simran

Thanks. I'll write to them. Does anyone know what law to quote to them eg I wanted to say something on the lines of :

"The contract is invalidated as a result of misrepresentation under [so & so section of the xxx Act]"? eg sale of goods & services/Trading Standards/other?

kingofherts

The tariff will be £20.25, the discount is a promo offer which is available in stores as well, but as it only applies to 3 selected handsets we have to manually apply a 25% discount to the standard £27 tariff so your bill will show £27 for line rental and a promotional discount of £6.75. Sadly due to the system limitations a 'standard' letter is generated showing the regualr price for the tariff. As for the internet addon, call them and ask to have the internet 10 removed, check on the handset and add the internet max yourself so it will become active straight away

MRC_2

gjchester wrote: »

You don't get a cooling off period on an upgrade, there may be no reason to send it back, other than under the DSR if you return it in 7 days.

Recording the call would have been little use, unless you told them you were doing so it would not be admissable in a court

You should always get a cooling off period when doing an upgrade, distance selling so you have time to test the product generally.

Simran

kingofherts wrote: »

As for the internet addon, call them and ask to have the internet 10 removed, check on the handset and add the internet max yourself so it will become active straight away

Thanks kingofherts, thats a relief; regarding the Internet 10, the point of getting the internet max was that i would get it for £2.50 instead of £5 pm, which they agreed to (but have now classified it as internet 10). If I remove it and do it myself on the handset, I will get charged £5pm which isn't what I signed up to?

robt_2

MRC wrote: »

You should always get a cooling off period when doing an upgrade, distance selling so you have time to test the product generally.

Nothing is being sold, you are merely extending an existing contract and being given a gift (a phone).

DSR do NOT apply to upgrades, but some companies will honour it for upgrades as goodwill.

kingofherts

Simran wrote: »

Thanks kingofherts, thats a relief; regarding the Internet 10, the point of getting the internet max was that i would get it for £2.50 instead of £5 pm, which they agreed to (but have now classified it as internet 10). If I remove it and do it myself on the handset, I will get charged £5pm which isn't what I signed up to?

Internet 10 is a different add-on it gives you 10mb of internet use and unlimited e-mail, as far as i am aware it cannot be discounted. Internet Max is 1GB use + email and is £5.00 for everyone