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Obtaining call recordings from UPC - How to?

  • 31-01-2011 2:12pm
    #1
    BenEadir
    Registered Users, Registered Users 2 Posts: 4,539 ✭✭✭


    Hi all,

    Long story short is I was about to terminate my subscription with UPC last summer but was put throught to their "Retentions" department and between the jigs and reels agreed to remain on for €x per month for another 12 months.

    In December they increased my bill by €20. I called and they said the special price was a 6 month promotion after which it reverts to the full price. This is not what I agreed (I took notes at the time) so asked them to send me a copy of the recording where we agreed the deal and they said I have to send in a written request by snail mail + a €10 admin fee if I want a CD of the call. I don't want a CD of the call I want it emailed to me but they won't budge. I know the writing in and €10 fee thing will probably put off 90% of people but I'm pissed off with them so I will do it if there is no other way.

    Is there any other way I can force them to email me the recording? Can I quote them a relevant piece of the data protection act?

    Any suggestions?

    Ben


Comments

  • #2
    JDxtra
    Registered Users, Registered Users 2 Posts: 5,967 ✭✭✭JDxtra


    It's not what you want to hear - but to me €10 seems like a reasonable admin charge for what you want.

    I guess they just don't have the systems in place to be able to distribute these via email. Plus it would probably raise new data protection concerns. I can see why they prefer to snail mail it to the registered address.


  • #3
    guv999
    Closed Accounts Posts: 26 ✭guv999


    Hi - it might be worthwhile making contact with Comreg, and seek some guidance from them, as they may well be able to confirm what the expectations of UPC would be to comply with the DPA.
    Also - have you thought of asking UPC if they can play the call back themselves without sending it to you? We do this in my call centre, and it resolves pretty well all the sorts of issues that you are experiencing.


  • #4
    BenEadir
    Registered Users, Registered Users 2 Posts: 4,539 ✭✭✭BenEadir


    Thanks guys, you're both talking sense :-(


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