UPC terrible customer support

jacubo

When UPC raised prices I called them on the 28th of January to cancel my contract. This costed me about 10-15 minutes of time when talking with two people from two different teams and also listening to music when they put me on hold.

I just wanted to cancel so was hoping this would be something quick and easy. It was NOT. I had to explain why, what and why and what to two different people. Woman from Resolution team did not want to hear I wanted to cancel. She wanted to keep me with UPC forever. But I resisted. So we spoke for 5-10 minutes and she was constantly repeating same questions 'why? we are the best. why? where are you going?' and so on. It was really tiresome.

In the end she agreed I was allowed to cancel and told me to send an email to resolution@upc.ie telling them again that I wanted to cancel and so on.

Why is this procedue so complicated? Since I have already spent more than 10 minutes talking with them that I want to leave why she could not just put it onto some system that my contract was going to end in 30 days?

I did send this email anyway. Did not get any response.

What I did receive was new full bill for another month two weeks later. So I asked them using this forum 'what is going on' and heard that I should have sent cancellation email to resolutionteam@ instead of resolution@.

My reaction is: really?? I spent 10-15 minutes on phone with them telling two people that I want to cancel contract. This call was recorded. Also my email reached some mailbox within upc mail system. If it did not I would have got bounce.

And why is cancellation so complicated? Why there is no simple web page on upc.ie where customer could go and click 'I want to cancel'??

I use their 'My UPC' and you will not find such option there.

I am so annoyed with UPC. They just want our money and do not care about anything else..

dub45

The terms and conditions simply state "written notice" there is no obligation to subject yourself to any "interrogation" or to use any particular email address:

3. Duration
3.1 Unless otherwise stated in our Price List or other documentation that we provide to
you, the minimum period (the “Minimum Period”) of the Services is twelve (12) months
starting on the date we activate the Services. You can only terminate this Agreement
during the Minimum Period as specifically detailed in this Agreement, otherwise we may
charge you a cancellation charge of up to €200, or a charge consisting of all relevant
charges which would have been payable to the end of the minimum period, whichever is the
lesser amount. If you want to terminate this Agreement after the Minimum Period, one
month’s written notice is required.

16. Changing the Terms and Conditions
We retain the right to amend, modify or substitute these Terms and Conditions at any
time and we will notify you in writing 30 days in advance of doing so. Any such modification,
amendment or substitution shall also be posted on our website at www.upc.ie. You have the
right to withdraw from this Agreement without penalty if you do not accept the modification, amendment or substitution. If you do not object to the modification, amendment or
substitution by giving notice to us within 30 days, the new
Terms and Conditions shall then become applicable to you.

cmore123

Crooks

requestgo

Maybe this is what terms and conditions say. However:
1. You can do any change to your UPC account either calling them or via My UPC website. Why the only thing which is impossible via phone call is to cancel?
2. If it is impossible to cancel via phone call why they do not tell this to customer straight away but one has to keep talking for 10 minutes to hear eventually that an email has to be sent?
3. Most companies in Ireland allow customers to cancel contract via phone call. Airtricity/City Bin do not make any problems. They treat all customers fair.

dub45 wrote: »

The terms and conditions simply state "written notice" there is no obligation to subject yourself to any "interrogation" or to use any particular email address:

dub45

requestgo wrote: »

Maybe this is what terms and conditions say. However:
1. You can do any change to your UPC account either calling them or via My UPC website. Why the only thing which is impossible via phone call is to cancel?
2. If it is impossible to cancel via phone call why they do not tell this to customer straight away but one has to keep talking for 10 minutes to hear eventually that an email has to be sent?
3. Most companies in Ireland allow customers to cancel contract via phone call. Airtricity/City Bin do not make any problems. They treat all customers fair.

On balance I think it is best to cancel any contract (with any company) in writing. And companies should not attempt to frustrate this in any way.

jacubo

Update: I was talking with UPC representatives via PMs. They checked recording of my call with them and found their representative mispelled email address which he advised me to use to cancel the contract. In the end they decided to honor the initial date of cancellation.

wexsean

thanks for insight . I originally wrote e mail on behalf of aged mother to drop the 3.50 increase as she does not have the ability to access myupc.ie.

they stated that she would have to contact them by phone when I said we would cancel . So we rang them, at least 20 mins ordeal . they insisted they speak with my mam ( could have been anyone ) and then proceeded to tell me that i would have to write to cancel - back to square one.

Now i have queried the 200 charge for cancellation and thanks to this thread for enlightening me on the subject.

this is not a customer service it is a disservice in every respect.

Noggle

UPC are possibly the worst customer service outfit in Ireland. They do not understand basic English i.e. unprecedented is an event that never happened before / a state of affairs never before known or experienced. They have unprecedented events every day.

One cannot get on to correct Departments, calls are dropped , nobody has a clue .

If you need customer service set aside 1 hour + and prepare to be disappointed.

Also do not be intimidated by their contract enforcement Dept.

bk

MOD: We don't resurrect almost year old threads! thanks