Then when my original 18Months ended I got a phone call offering me a further £15/month off. I was surprised when I got the contract to find I'd signed up for another 18 Months as I was sure he had said 12 months on the phone, but as i was now paying less than £21/month for Flext35 and W'n'W Plus I thought I could live with that for 18 months.
That was just over a year ago.
Imagine my surprise, nay shock, nay HORROR when I got my bill through this month and found my £15 discount had gone.
Thinking about it, I had nothing in writing to say the discount was for the full 18 months, I thought he'd said 12 months for the contract, maybe I was wrong and he'd said the discount was only for 12 months but the contract was 18 months? That would be consistent with what had happened but was not what I understood I'd signed up for.
So I fired off an email to T-Mob saying that I understood the discount was for the length of the contract and could they please re-instate it.
I fully expected a reply which could have been summed up in two word, the second one being 'Off'
This is the reply I got:
I've checked your account and I see that you had renewed your contract on 7 October 2007 and was offered the £15 additional discount along with the 25% go direct discount. But the additional discount was only for 12 months and got expired on 7 October.
Confucious, you're a valued customer. And since you weren't aware that the discount is only for 12 months, as a gesture of goodwill I've added the discount back to your account. This will be active on your account till the end of your contract which is 7 April 2009.
I've also adjusted the £15 discount which you did not receive for this month. So now the outstanding balance on your account is only £20.61. This adjustment will be shown on your next bill.
Thanks again for your email Confucious. I'm sure I've answered your query to your satisfaction.
I went from being really annoyed to being as pleased as I usually am when dealing with T-Mob very quickly
I love T-Mob
Edited by Confucious, 15 November 2008 - 10:21 AM.