Black Friday deal issues

[Lindano]

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 

[Steven_L]

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]

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]

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]

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

[Robert_P]

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.