UPC/Chorus chancing their arm !!!

beer enigma

Ok, so I finally decided it was more cost effective to change over from Sky to Chorus (UPC) bundled package - I'm a heavy user, so the 'Diamond Deal' - Digital Max with Digital +HD, 20Mb Broadband & anytime Worl for €135.25 seemed a decent offer.

Chorus arrived to fit on Monday - I arrived home & sure enough it was in - neat enough job......then I discovered half the channels not working - phone call to UPC - 1/2 hour hanging on & finally, oh sorry sir, they were'nt switched on for you...problem sorted - no major hassle....THEN

Suddenly discovered that they had installed a standard DVR box, not the HD that I was paying for.

Monday - phoned UPC - sorry sir, we'll contact you within 24hrs
Tuesday - ditto
Wednesday ditto

Thursday -
UPC: Ok sir let me check your account....ah yes, the problem is that you'll have to pay a €90 connection fee !! -
ME: what connection fee says I -
UPC: oh well its because you're not a new customer....
ME: but I am a new customer says I....
UPC: well technically you're not, you had the system installed on Monday and now you're looking to upgrade...
ME: WTF !! - I ordered the Diamond Deal which included HD - your guy installed the wrong box
UPC: Oh we understand that, but I've just spoken to my Supervisor & now you are on our system, if we order a new HD box, it counts as an upgrade & you'll have to pay the €90
ME: Ha Ha Ha....Oh ur being serious ????
UPC: Oh yes sir, I know it doesnt sound right, but there's nothing we can do
ME: I want to speak to your Supervisor
UPC: She's not available
ME: so who were you speaking to
UPC: My supervisor, but she says she's not available
ME: OK, you haven't fulfilled the contract as per the leaflet offering the Diamond Deal - come round and take the system out within the next 24hrs
UPC: Oh we cant do that or you'll be charged for the years contract plus another €150 for the broadband
ME: you're choice - take it out or provide me with an HD box with no connection charge or speak to my solicitor.....
UPC: Can we call you back
Phone goes dead
Ring Ring - Hi its UPC, we've scheduled the install of your new HD box for Tuesday & as a gesture of goodwill, there's no installation fee !!!

I was wondering if it was just me !:pac:

MisterAnarchy

Priceless
I often wonder if some of these call agents arent actually monkeys or parrots.
They are getting 135 euro a month off you and now they want to screw another 90 euro off you because of their incompetence.
It beggars belief.

TheDublinMan

Doesn't suprise me at all. I could regale you with numerous stories of my telephone conversations with these idiots, but I couldn't be bothered.

Fairplay to you OP, some cheek the feckers.

el dude

Jesus wept, that takes some beating.

I absolutely loathe handing my money over to these ****ers each and every month.

They act as thogh they are doing you the favour or providiing a service you're paying them handsomeley for, if you ever have th cheek to ring them u and enquire about acharge or whatnot.

I actually came inot the forum just now to post a thread to see if anyone had managed to get some sort of deal out of UPC. you know, seeing as i have three set top boxes, 20mb BB and their World Phone rental. ;D

beer enigma

el dude wrote: »

Jesus wept, that takes some beating.


They act as thogh they are doing you the favour or providiing a service you're paying them handsomeley for, if you ever have th cheek to ring them u and enquire about acharge or whatnot.

She literally used the words " as a gesture of goodwill !!"

Oh & el dude - they provide a crappy Cisco epc2425 'G' wireless router. I'm actually getting about 14Mb download, but watch the small print coz the 20Mb package only comes with a tiny 1.5Mb Upload (which is actually coming through at about 1.2Mb).

bk

Andip wrote: »

She literally used the words " as a gesture of goodwill !!"

What they meant is that legally they didn't have a leg to stand on. You wouldn't even need to get a solicitor, the small claims court would do and under the Sales of Goods and Services Act, they wouldn't have a hope.

Andip wrote: »

but watch the small print coz the 20Mb package only comes with a tiny 1.5Mb Upload (which is actually coming through at about 1.2Mb).

1.2Mb to 1.5Mb upload is actually quite good. With ADSL the max the max is 1Mb and often, most companies only give about 512k upload.

There is nothing sneaky about this, it is a technical trade off made but the people who developed the DSL and DOCSIS standards to trade upload speed for higher download speeds. They do this with the expectation that residential users do a lot more downloading then uploading.

Spudzz

Andip wrote: »

Ok, so I finally decided it was more cost effective to change over from Sky to Chorus (UPC) bundled package - I'm a heavy user, so the 'Diamond Deal' - Digital Max with Digital +HD, 20Mb Broadband & anytime Worl for €135.25 seemed a decent offer.

Chorus arrived to fit on Monday - I arrived home & sure enough it was in - neat enough job......then I discovered half the channels not working - phone call to UPC - 1/2 hour hanging on & finally, oh sorry sir, they were'nt switched on for you...problem sorted - no major hassle....THEN

Suddenly discovered that they had installed a standard DVR box, not the HD that I was paying for.

Monday - phoned UPC - sorry sir, we'll contact you within 24hrs
Tuesday - ditto
Wednesday ditto

Thursday -
UPC: Ok sir let me check your account....ah yes, the problem is that you'll have to pay a €90 connection fee !! -
ME: what connection fee says I -
UPC: oh well its because you're not a new customer....
ME: but I am a new customer says I....
UPC: well technically you're not, you had the system installed on Monday and now you're looking to upgrade...
ME: WTF !! - I ordered the Diamond Deal which included HD - your guy installed the wrong box
UPC: Oh we understand that, but I've just spoken to my Supervisor & now you are on our system, if we order a new HD box, it counts as an upgrade & you'll have to pay the €90
ME: Ha Ha Ha....Oh ur being serious ????
UPC: Oh yes sir, I know it doesnt sound right, but there's nothing we can do
ME: I want to speak to your Supervisor
UPC: She's not available
ME: so who were you speaking to
UPC: My supervisor, but she says she's not available
ME: OK, you haven't fulfilled the contract as per the leaflet offering the Diamond Deal - come round and take the system out within the next 24hrs
UPC: Oh we cant do that or you'll be charged for the years contract plus another €150 for the broadband
ME: you're choice - take it out or provide me with an HD box with no connection charge or speak to my solicitor.....
UPC: Can we call you back
Phone goes dead
Ring Ring - Hi its UPC, we've scheduled the install of your new HD box for Tuesday & as a gesture of goodwill, there's no installation fee !!!

I was wondering if it was just me !:pac:

Were else would you get it :D

oneweb

Sounds like a Pat Kenny job. Anything that deviates from the script and he'll panic wildly until he can get back to the script. There's a reason call centre workers generally earn low wages.

Great to hear you got what you ordered, what idiots! Love the "she says she's not available" bit, ha!

beer enigma

Interestingly enough, the guy who came to fit the HD box told me that they always fit the standard box for people who have signed up for the 'Diamond Deal' (even though it includes HD) - & very few people ever question it !