problems with simplify digital

annamctag

has anyone else had a problem with simplify digital? they made a pig's ear of my switch - quoted the wrong price, arranged the wrong package, arranged a start date for the new contract which was 1 month early (so we had to pay double), changed our phone number unnecessarily, and failed to inform us how long we would be without internet during the switch (I work from home, so fairly important...). we found out all of this as it unfolded, as they provide hardly any paperwork documenting what you have agreed. when we complained, they said they were just an advisory service, but how can this be when they arranged our contract?

They refunded us for the double payment, but have refused to take responsibility for anything else. I have made a Subject Information Access request to get recordings of all our calls with them to prove exactly what was discussed, but they are not even replying to my emails now.

macman

Simplify Digital is simply a comparison site, if you sign up through them then they receive a commission from the supplier you choose. Your contract is with that supplier, (who?) so you should complain to them.
How do you think you have a contract with SD since you have paid them no fee?
If you migrated by using a MAC, then the downtime should be no more than an hour or so.

Simplify_Digital_company_representative

We started Simplifydigital to try and make the switching process easier. So we do indeed try to be more than just a comparison site - in fact our team are available seven days a week for free to try and help customers get the right deal and then be on hand should there be any issues up until the day of install. We have clearly let down "annamctag" in this instance and are very keen to try and make amends. As such we are in touch today to try and resolve the situation to her satisfaction. My sincere apologies - from Charlie (Founder of Simplifydigital)

macman

OK, that's a a generous offer-but ultimately the OP's contract is made with the supplying company, not with yourselves.
The OP appears to be under the impression that their supply is somehow SD's responsibility.

Kurtis_Blue

macman wrote: »

OK, that's a a generous offer-but ultimately the OP's contract is made with the supplying company, not with yourselves.
The OP appears to be under the impression that their supply is somehow SD's responsibility.

If you set your self up in buisness offering advise for profit with statements such as:

Free Switching Support available 7 days a week
Completely free & impartial help and advice
We arrange everything for you with no fuss

Bet your a**e you have some responsibility.

Inactive

annamctag wrote: »

but they are not even replying to my emails now.

Strange how quickly they jump when you come on here and let everyone know of the poor service you have received.:)

annamctag

A senior representative of Simplify Digital called me today after I made my posting, listened to what I had to say, and apologised for the inconvenience - it says a lot for the influence of this site, but I think it is also reassuring for anyone who is looking to use SD that they have now taken a good look at senior level at what happened.

jamie07971

I have recently taken out a package from Simplifydigital after seeing it on the MSE weekly email. The next day I decided that I wanted to cancel the TV part of my package for which I paid £49.95 for the V+ box and keep the phone and broadband. I asked about my refund and the lady at customer services told me that I do not get one as it is a credit check fee. I then explained that it was not a credit check fee it was for the V+ HD box. She told me she would check and get back to me by the end of the end. 2 days on and still no phone call. I also had problems getting through to customer service in the first place - the order line told me they would get CS to call me first thing in the morning on 2 occasions and this did not happen.

Just thought this feedback may be of use to someone else - I hope that I get my refund at some point!

Jamie

Simplify_Digital_company_representative

Hi Jamie

It should have been explained that the V+ HD Box charge of £49 would DEFINITELY be refunded, but that Virgin Media would still need to take/keep the install charge of £40 as part of a credit check. As your order qualified for free install this £40 charge would then have been refunded on your first bill. I think this is where the confusion arose, so huge apologies if that wasn't explained properly to you.

The original order was actually refunded yesterday (02/02), and rebooked today without the TV part of the package. One of our Customer Service reps has left a voicemail for you confirming your installation date.

Virgin Media have kindly applied a discount to your order to effectively make your first month free. We'll also keep the cashback at £120 (rather than the reduced rate of £100 for broadband/phone without TV).

I hope that's all helpful.

Best regards,
Chris

earlofbarrett

I'll try and keep this simple, but can someone tell me if I'm reading this minimum triple bundle wrong or is the quidco offer better than simplydigital?

Quidco offer: £65 casback with quidco + £60 virgin credit + Free Delivery (despite saying it's only with XL and above) + Half price for 6 months.

SimplifyDigital offer: £120 cashback - £40 install + Half price for 6 months

Quidco works out at giving you £125 cashback whereas SimplifyDigital is only £80

TLS

I was due to get a cashback from Simplyfy Digital on 11 July for transferring to Talk talk despite me calling them to which they said cheque lost in the post !! Not heard that one before!!!
My emailing and letter to them got no responses and still waiting for the cheque