Verbal Offers

DSD2016

I'm sorry if this is covered elsewhere in the forum but I had a quick look and couldn't find anything..

I'm currently with EE on a Pay monthly contract which expired back in Aug 16, so technically have been paying over the odds since then, my fault and not a point of issue.

Finally, yesterday I decided to upgrade my phone and having looked at the EE site, saw that the new Samsung S8+ was being offered with a new Samsung VR kit (camera/headset/remote etc).

Anyway, i called the upgrade team to see what was on offer. I was offered a very good deal but, being the modern day man that I am, wanted to check what was available elsewhere to gauge whether it was as good as it seemed.
At the end of the call, I asked the agent how long I had to make my mind up , to which she replied that she could either call me back or give me her email address so I could mail her when i wanted a call back. about 40 minutes after the call when i realised how good the deal was, i emailed the agent asking for a callback. 90 minutes later after no call, i called EE back to speak to someone as I wanted to accept the deal. The agent that i spoke with this time said he would need to get the previous call listened to as it was such a good deal he needed to know who had authorised it.
So, cut a long story short, after calling them back again, they cant find the call and cant do the deal they offered.

When I spoke with a 'manager' he politely apologised and explained that it just was not financially possible to do the deal offered. I politely explained that it wasn't my problem and that it was theirs for offering it. I was told that the offer only stood for the duration of the call and that as I hadn't accepted it during that call, that was where it ended.

I am today awaiting a call back today from the same manager and am not expecting any more than "sorry, it cant be done".

My question is, where do i stand with what they have offered and what they are 'obliged' to follow through with?

Cheers

Dan

[Deleted User]

"where do i stand", nowhere unfortunately. If and when they ring back just ask for your PAC, that should get a response.

DSD2016

thats kind of what i'd thought unfortunately, the PAC code 'thing' doesn't work with EE anymore lol, they'll just let you have it and go.

My query ran along the lines of what was offered and their 'solution'
Having worked in several call centres over the years and businesses with call recording systems, it is almost impossible for a call not to be recorded, therefore their inability to find a call which would be integral to proving the offer provided, i find a little distasteful/questionable to say the least. Then there is the fact of the timescale/duration of the 'offer' itself. I clearly asked the agent how long i had to make my mind up and by offering her email/ a call back, she gave the implication that it was not a 'one time deal'. incorrect or not, as the customer, that is the info i'd been provided with.

eDicky

DSD2016 wrote: »

the PAC code 'thing' doesn't work with EE anymore lol, they'll just let you have it and go.

What makes you think that? About six months ago, for example, I called to get my PAC from EE, told them what I was moving to when asked, and was given a £15.99/month deal for £4.99 to match it. As I was expecting.

DSD2016

a work colleague spoke with retentions, was offered a deal, then declined it asking for the code, unlike previously 'in the good old days', they provided the code and after waiting for the 28 days, it expired with no contact from any of the retention team staff.

pmduk

Not all calls are recorded in most contact centres, as they're usually for training or quality purposes, not probative reasons. The issue with any verbal offer is that it can be misunderstood by either party, so should be confirmed in writing. NB I'm not stating there was misunderstanding in this case.

The efforts any network will make to retain your business correlate with your profitability to them.

DSD2016

Agreed, however one would think that calls regarding sales would be recorded for this exact reason. The manager also stated that he couldn't find the call and seemed at a loss as to why, giving me the impression that he was expecting to find it, i.e., that their calls are recorded.

eDicky

DSD2016 wrote: »

a work colleague spoke with retentions, was offered a deal, then declined it asking for the code, unlike previously 'in the good old days', they provided the code and after waiting for the 28 days, it expired with no contact from any of the retention team staff.

Well, if they spoke with Retentions they must have called to say they were leaving or ask for a PAC, and were offered a deal...

However you may be right that a PAC request is unlikely rematerialise your vanished deal. Try an email appeal to the original agent?

Have you considered the relative cost of buying the handset outright and a separate SIM-only deal? it's usually cheaper overall than a new 2-year 'upgrade' deal.