Cautionary tale about Tesco Sim Only Plans

Guys_Dad

Heres_the_deal wrote: »

We must remember that Joe Public buy on trust ( its the way we work in the UK ), Tescos is an highly trusted company. So you often buy on there advice and knowledge which we know can go wrong.

And that is where we go wrong. Often the sales guys are badly trained, new or have a myriad of variations to offer. And what do we fail to do? GET IT IN WRITING - that's what. Not only that, but we don't use the record button on our mobile when we talk to them. And other MSE members don't try out the goods (handset and reception) before they buy thinking that it's like a shirt from M&S. If you don't like it, just take it back for a full refund. Wrong, wrong, wrong.

So - weeks/months down the line, it's your word against theirs. So, make sure that you have all the information you need in writing or recorded well within the cancellation period.

caffinebassman

thomanski wrote: »

You see, they are struggling themselves to understand it all.

To be fair though that's not unique to Tesco. I had a Vodafone contract for 7yrs or so and every year I'd ask the question what are the data roaming prices in Europe?

And each year I'd have to call about 10 times and got maybe 6 different answers ... in the end I now just don't use data on my phone when abroad - usually there is free/cheap WiFi in available anyway these days.

Data seems to me (at least) to be an area where most networks have shot themselves in the foot and missed huge opportunities until maybe the last 2-3 years.

my 2p

Exhortation

Guys_Dad wrote: »

Often the sales guys are badly trained...

Not just the sales guys. I used to have running battles with O2 because none of their customer service staff understood their Gold insurance policy. In the end I gave up and moved to 3.

Heres_the_deal

Here is a secondary issue. Billing.


Once you apply for your sim free card you will be asked to provide a billing date via DD. I personally had a choice of two dates, but either date would have seen my first month have a billing period between 5 & 13 days. Because I signed up online (via Cashback site ) I once again had to make a general assumption - which was pro-rata billing. ( Tesco gave no information regarding a shortened billing period in the first month if you complete online )


( i.e : I would pay £15 in advance for my first month, then be billed again after 13 days, so assumed the 2nd months billing would be adjusted ( as with o2 ))


However, Had I signed up by telephone I would have been warned about this and then told all my unused allowances would rollover onto month two to offset my shortened first month. Once again this rollover offer is not in writing or online, you have to accept Tesco CS word.
So I ended up paying £30 for One month and 13 days and because I signed up online I was not made aware of the billing issue or the rollover provision for the first month.


The Tesco CS rep also agreed fully with me that this is an unacceptable situation. I have asked for my shortfall in the first month to be refunded has I dont need 900 mins for the second month. Plus unlimited text & data rolled over onto unlimited text & data = unlimited text & data.

Heres_the_deal

I've had one part of this resolved. Tesco are going to honour the inclusion of Video calling and Picture texts, although it appears I have to pay upfront first for the usage and then claim the credit back on the subsequent bill .


However, I'm still awaiting a reply with regards to the initial billing.