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Lindano's avatar
Lindano
Joining in
5 months ago

Black Friday deal issues

Hi first time poster.

I received some TV upgrade options in my account as I currently have broadband only.  I used to have TV but cancelled due to price, however the Black Friday deals were competitive.

went through all the steps to upgrade, never got confirmation email, tried several times.

after speaking with various agents today including an account specialist I’m told the deal wasn’t accepted, it’s for new customers only! Yet the upgrades were under my account details?? Surely this is mis selling or at best misleading?

I have asked the account specialist I spoke to that he escalate this as I am really not happy, has anyone else had this and managed to resolve?

thanks all 

 

5 Replies

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  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    5 months ago

    Hello Lindano,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your black Friday deal. This is far from the service that we expect and we'd love to help get this resolved. Did you agree to the contract online and approve the contract documents with the deal terms and the price on it?

    Kind Regards,

    Steven_L

    • Lindano's avatar
      Lindano
      Joining in
      5 months ago

      Hi Steven

      yes I did, went through all the steps got the screen that says good things are coming your way but then nothing, no follow up email.  The team members I have spoken to tell me nothing has gone through yet I have tried to order multiple time.  They tell me I’m not entitled to the offer despite it being a personalised one on my account.

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        5 months ago

        Online orders can take up to 14 days to be applied, during busy periods such as seasonal offers like Black Friday, these can be busier than normal and it can take us a little longer to apply these deals.

  • Lindano's avatar
    Lindano
    Joining in
    5 months ago

    I have been told as I didn’t receive confirmation email the order has not been accepted 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      5 months ago

      If no confirmation was received then the order wouldn't have been accepted an placed, you spoke to the team yesterday who are looking into this for you but as it was a new customer deal and you're an existing customer this might have caused the issues.

      Once they have completed their investigation thy will be in touch.