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1576 posts

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  # 2144422 12-Dec-2018 18:08
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Aredwood: Going off the terms and conditions posted above. Did you receive an order number and / or get an order confirmation before you phoned 2degrees to cancel the order?

As that policy reads as - we are happy to cancel orders for any reason if they haven't been processed yet. (fair enough as 2degrees wouldn't yet have done anything with the order).

But if the order is already processed, or part way through, then you can only cancel on compassionate grounds. Which I would interpret as something like you loosing your job, having serious medical problems etc. That would put you under hardship if you were forced to continue with the contract. (As 2degrees would have already incurred costs from 3rd parties by this point, so any cancellations at this stage would cause them a loss)

I don't regard buyers remorse as a valid reason to cancel. Especially in relation to reading the first sentence of the cancellation policy.


I fully agree that the time taken, multiple phone calls etc is still a shambles though. Which I guess would be to do with the 1st level CSRs maybe not having a proper process to refer the case to a higher level.

But unfortunately, the process for cancelling in process or fulfilled orders is almost certainly a manual process. Being close to Christmas means that key staff are more likely to be away on leave. Due to the GCSB and Huawei saga, there might be a higher number of cancellations than normal, which might be stretching the internal systems for processing cancellations.


Sorry but you are wrong. This is from a link 2degrees provide with the shipping confirmation email:

“Change Your Mind Guarantee' - Mobile Device

If you need to return a mobile device just call us within 20 days of your order. As long as the mobile device is still packaged up like new, we'll take it back with no questions asked.”


End of story.

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  # 2144425 12-Dec-2018 18:18

marmel:
Aredwood: Going off the terms and conditions posted above. Did you receive an order number and / or get an order confirmation before you phoned 2degrees to cancel the order?

As that policy reads as - we are happy to cancel orders for any reason if they haven't been processed yet. (fair enough as 2degrees wouldn't yet have done anything with the order).

But if the order is already processed, or part way through, then you can only cancel on compassionate grounds. Which I would interpret as something like you loosing your job, having serious medical problems etc. That would put you under hardship if you were forced to continue with the contract. (As 2degrees would have already incurred costs from 3rd parties by this point, so any cancellations at this stage would cause them a loss)

I don't regard buyers remorse as a valid reason to cancel. Especially in relation to reading the first sentence of the cancellation policy.


I fully agree that the time taken, multiple phone calls etc is still a shambles though. Which I guess would be to do with the 1st level CSRs maybe not having a proper process to refer the case to a higher level.

But unfortunately, the process for cancelling in process or fulfilled orders is almost certainly a manual process. Being close to Christmas means that key staff are more likely to be away on leave. Due to the GCSB and Huawei saga, there might be a higher number of cancellations than normal, which might be stretching the internal systems for processing cancellations.


Sorry but you are wrong. This is from a link 2degrees provide with the shipping confirmation email:

“Change Your Mind Guarantee' - Mobile Device

If you need to return a mobile device just call us within 20 days of your order. As long as the mobile device is still packaged up like new, we'll take it back with no questions asked.”


End of story.


Thanks for posting this new information. That helps a lot to know the full saga that you have been through.





 
 
 
 




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  # 2144426 12-Dec-2018 18:21
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Fortunately there may have been some progress this afternoon. The plan which should have been cancelled a month ago has now been removed from my account and the amount owing is now correct. Fingers crossed the courier bag for the speaker turns up early next week and that should be the end of the matter.

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  # 2144427 12-Dec-2018 18:27

Also paging @NickMack Although AFAIK he works in the networking side of 2degrees rather than dealing with contracts and billing. He might at least know who the right manager is to sort out your case.

Hopefully it will get sorted out soon for you.





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2degrees

  # 2144428 12-Dec-2018 18:38
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Replied via email to see if / how I can assist.





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  # 2144611 13-Dec-2018 08:25
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Be warned, this is just the beginning, and not the beginning of the end. You are in for a multi-month shambles. They will tell you your order is cancelled, but you will still be billed and treated as if you ordered the phone. Then you will get them confirming that charges have been reversed.. that the order is cancelled. But it's not. They'll still bill you. This will go on for three to four months. Escalation won't save you. 

 

The most important thing you must do is: record record record record every. single. phone call that you make. The staff will "pretend" that there are no notes on the system, even though calls are recorded. You need your own evidence in case you make a formal complaint later.

 

 





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  # 2156018 7-Jan-2019 22:57
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This appalling shambles continues.

STILL NO COURIER BAG TO RETURN THE SPEAKER.

PLAN HAS NOT BEEN CANCELLED AS PROMISED.

This months bill is nearly twice what it should be.

I’m complaining to the TDR, I’m sick of dealing with this incompetence.

 
 
 
 


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2degrees

  # 2156152 8-Jan-2019 09:26
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Hi @marmel

 


Sorry to hear about the issues you have been facing and the amount of time it has taken to get the return sorted.

 

 

 

The return process is usually straightforward however it does sound like there was a communication breakdown.

 

Are you able to flick us a DM with your account details and a contact number and I can get this sorted for you.

 


Cheers 
^SW




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  # 2156154 8-Jan-2019 09:33
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2degreesCare:

Hi @marmel



Sorry to hear about the issues you have been facing and the amount of time it has taken to get the return sorted.


 


The return process is usually straightforward however it does sound like there was a communication breakdown.


Are you able to flick us a DM with your account details and a contact number and I can get this sorted for you.



Cheers 
^SW



I will send the details through thanks.

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