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sja681
Contributor
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Message 21 of 24

Re: Returning Complete Wifi

@Paul_31My guess is you would need to call 0800 800150 to arrange cancelling/sending the kit back. 

Unfortunately, it is not even a simple phone call! I tried yesterday from work on a 15 minute break, and on asking to return the kit, I was advised that as i had ordered it, I must have wanted it! I replied, yes indeed, I had wanted it, but once I found it was not suitable for my purposes, I now wanted to return it. I was subjected to a long conversation about how they had a specialist team who could get it working, and if it was found to be faulty, they would replace it.

In return, I offered a full and frank discussion as to why the kit no longer suited my needs, and asked if they could simply arrange its return. The reply astonished me! I was told that in order to return the kit, they would have to take down details, forward those to a team leader who would in turn forward them to another department, as it was not simply a return but a DSR reversion. (the relevant legislation is no longer the Direct Selling Regulations, but it would indeed be a reversion to the previous price plan). As I had to get back to work, I asked if the relevant paperwork could be completed and returns packaging sent out. I was advised I would have to stay on the phone! I politely declined!

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Paul_31
Aspiring Expert
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Message 22 of 24

Re: Returning Complete Wifi

@sja681 Yikes, not the best customer service!

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sja681
Contributor
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Message 23 of 24

Re: Returning Complete Wifi

Case of not listening to the customer! All I was wanting to do was return the thing that wasn't working for me that was costing me an extra £5 each month, rather than the whole contract! And, of course, I only had 14 days in which to do so. Respect to the mods, though, they have taken this on board and will be contacting me again next week.
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Moderator
Moderator
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Message 24 of 24

Re: Returning Complete Wifi

@sja681 I called there but missed you, I've just tested the connection and can see that it's improved further since I spoke with you last week so all's looking good with that now.  I'm still waiting on an update regarding the return of the complete wifi and as soon as I have any updates I'll be back in touch. 

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