What to expect from UPC

Jimmy Bottlehead

Hey all.

Long story short... I upgraded from UPC Broadband two months ago to include TV for an extra €5 a month.

In the last two bills I've been overcharged. What's infuriating is that I called after the first bill to query this, and the agent told me it would work itself out on the next bill.

Instead, I was overcharged again as the agent didn't understand his own billing system, and so have complained to UPC. Also, this overchange would have gone unnoticed if I hadn't sat down and worked out the daily cost, and then confronted UPC about it.

Now, I'm in touch with their customer services dept, and I'm furious. I've said that a straight refund isn't enough, and I'm expecting more, and so they'll be offering me a goodwill gesture.

What I'm wondering is how hard can I push this? I've been a customer for about two years, and this has pissed me off a lot, so what can I expect to get offered? And can I demand more if I feel it's not good enough?

Any advice would be appreciated, thanks

thefinalstage

Wow....2 billing errors and you want blood.

Jimmy Bottlehead

poisonedstream wrote: »

Wow....2 billing errors and you want blood.

It's the fact that I called their support after the first overcharge and was assured it was fine, and would be sorted on the next bill. And they would've billed me extra every month if I hadn't sat down and worked it out. Not a good service.

roast

Jimmy Bottlehead wrote: »

It's the fact that I called their support after the first overcharge and was assured it was fine, and would be sorted on the next bill. And they would've billed me extra every month if I hadn't sat down and worked it out. Not a good service.

As long as the error is corrected, leave it at that.
If I were you, I'd get over it. No point bursting blood vessels over a goodwill gesture which would probably be something like a 5% discount on one bill

hightower1

Dont expect anything, check your contract. It says they essentially cant be held liable for anything other than the loss of service - ie if you have no tv for 3 days they credit you the cost of 3 days tv service and not the price of you renting dvds to entertain yourself in the meantime + what you feel is fair to balance any annoyance. TBH its the only realistic way to run a business as everyone would view and value their time and annoyance differently.


13.3 In no event will we be liable to you for any consequential or indirect losses,
including but not limited to loss of revenue, profits, contracts or anticipated savings or
wasted expense, or any financial loss or loss of data or liability to third parties for
damage, or any general loss on account of the loss of use of the Services.

Jimmy Bottlehead

Looking over old threads and to update this one...

To all the people who said I'd get nothing out of UPC... I ended up getting 10 months worth of a free upgrade to their next TV package up, worth around €85.

Don't be afraid to demand bloody good customer service folks.

Tony

Have been fighting with them for months with overcharging, had to cancel the direct debit after several emails failed to get them to respond. Previous comments are right they do not understand their own billing system.