Cable Forum - View Single Post - VM denying terms of contract

stann0 · 27-01-2014, 19:21

This is a bit long - sorry!

When my contract expired in December I rang to negotiate a new one. We agreed my package and the guy said he would send an engineer to install a superhub2 as I was having big wifi problems with the SH1. I made a point of asking if there would be a charge - he said no, because the equipment wasn't working for me it would be classified as an essential repair. On that basis I agreed a new 12-month contract. We then arranged an engineer visit.

When the engineer came a few days later he asked what the problem was. I said I thought he was there to install a SH2. He rang his manager and said that he couldn't do that because it wasn't authorised. He left.

I immediately rang CS to find out what was going on. They said they had no record of the free SH2 on my notes from the previous week. I was astounded! I asked if they could listen to a recording of the conversation (as it was the basis of a legal contract) - they said no.

After talking for about 30 minutes the guy said he would send an SH2 in the post for a self-install. I made it absolutely patently clear that I wasn't prepared to pay anything for this because, as far as I was concerned, it was included in the terms of my new contract. He agreed.

4 days later the SH2 arrives and is working. You can probably guess what happens next! I get my bill today and they've charged me £20 for a self-install SH2. I've just come off the phone to them and they say there is no record on the second conversation where they said the SH2 would be free (for the reasons stated above).

To say I'm angry is putting it mildly, not just because of the money but because of the incompetence. So 2 different verbal contracts have been made and they have then both been denied (or at least there are "no notes on your file"). It's my word against theirs. They say my only option is to write to head office - no-one in CS has the power to do anything about this, apparently.

I can't believe this is able to happen. I stupidly thought that all phone calls were recorded to avoid exactly this kind of situation. In a way I'm being accused of lying and I REALLY don't appreciate it.

27-01-2014, 19:21	#1
stann0 cf.member Join Date: Oct 2008 Posts: 48	VM denying terms of contract - action? This is a bit long - sorry! When my contract expired in December I rang to negotiate a new one. We agreed my package and the guy said he would send an engineer to install a superhub2 as I was having big wifi problems with the SH1. I made a point of asking if there would be a charge - he said no, because the equipment wasn't working for me it would be classified as an essential repair. On that basis I agreed a new 12-month contract. We then arranged an engineer visit. When the engineer came a few days later he asked what the problem was. I said I thought he was there to install a SH2. He rang his manager and said that he couldn't do that because it wasn't authorised. He left. I immediately rang CS to find out what was going on. They said they had no record of the free SH2 on my notes from the previous week. I was astounded! I asked if they could listen to a recording of the conversation (as it was the basis of a legal contract) - they said no. After talking for about 30 minutes the guy said he would send an SH2 in the post for a self-install. I made it absolutely patently clear that I wasn't prepared to pay anything for this because, as far as I was concerned, it was included in the terms of my new contract. He agreed. 4 days later the SH2 arrives and is working. You can probably guess what happens next! I get my bill today and they've charged me £20 for a self-install SH2. I've just come off the phone to them and they say there is no record on the second conversation where they said the SH2 would be free (for the reasons stated above). To say I'm angry is putting it mildly, not just because of the money but because of the incompetence. So 2 different verbal contracts have been made and they have then both been denied (or at least there are "no notes on your file"). It's my word against theirs. They say my only option is to write to head office - no-one in CS has the power to do anything about this, apparently. I can't believe this is able to happen. I stupidly thought that all phone calls were recorded to avoid exactly this kind of situation. In a way I'm being accused of lying and I REALLY don't appreciate it.