Missold Tablet & Extra Contract when due upgrade

[Ella33]

My partner recently received a message from EE about being due an upgrade. He was paying around £26 a month and was hoping to upgrade his device as it had started to lag.

When he got to the site in Manchester, he was told that there would be no possibility of upgrading the phone to a newer model iPhone at ~£26.

Instead, he was told he needed to have a combined 24 month contract, including purchasing a Lenovo tablet and additional sim, then cancel one of those after 12 months, all for the rate of £55.10 a month, despite him explaining he had no use for the tablet or additional sim! He was assured by the sales assistants that this was the best deal he could get.
What doesn't add up is that they said this would show on his account as 3 separate bills: the iPhone he wanted at £29;
the tablet contract (for a tablet he doesn't want) at £14.40
the additional sim (that he has no use for) at £11.70

{Note - neither the tablet or the second sim have been opened or used}
Having read similar posts on this forum, it appears as though he was taken advantage of by the sales people and seriously missold the contracts for the tablet and additional sim. In an ideal world, he would have been content to pay £29 a month for the iPhone alone. I'm not too sure why he has to pay for this alleged 'package' deal, in three separate bills.... something doesn't quite add up.
Having looked on the EE website, it says that there is no 'cooling off' 14 day period to cancel if contracts are agreed in site - something which in itself seems a bit shady considering the dishonest actions of the salespeople on site.
Please could someone from EE advise on what can be done here? 

[Chris_B]

@Ella33   There is no cooling of period for store sales and there doesn’t have to be.   He was miss sold as this is 3 separate contracts that have nothing to do with each other.   

[Schockwave]

@Ella33 , the only thing I would suggest is going back to the store and see what they have to say, but as @Chris_B , has written, there is no cooling off period in store as he was able to see the product and new what or should have known what he is signing up for, unlike when shopping online or phone, where there is a 14 day cooling off period, as you cannot see and feel the product and that is why the 14 day cooling off period is there.

[Ella33]

Thanks @Schockwave and @Chris_B that makes sense (regarding it being in person and therefore able to see what he was getting), however the 'bundle deal' but 3 separate bills still doesn't seem to add up and it's quite concerning that this seems to happen to quite a few people on here!

Is there a likelihood of getting this resolved, with the two redundant contracts being cancelled if we go to the store itself? I can't believe that EE allows this to happen on the regular!

[Katie_B]

Hello @Ella33. 

I would recommend revisiting the store so the store manager can take a look at this for you. 

Please come back and let us know how you get on or if you have any further questions in the meantime. 

Take care, 

Katie 🙂

[Ella33]

Thanks for your reply @Katie_B. I'll definitely go back to site to see if they can resolve.

Please would you be able to confirm whether this 'bundle' type deal is normal? I.e. is it standard that a customer should have to purchase additional contracts in order to get a reduced rate on their phone contract? And if so, is it correct that it comes out as 3 separate bills?

Thank you

[BrendonH]

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@Ella33 wrote:

Thanks for your reply @Katie_B. I'll definitely go back to site to see if they can resolve.

Please would you be able to confirm whether this 'bundle' type deal is normal? I.e. is it standard that a customer should have to purchase additional contracts in order to get a reduced rate on their phone contract? And if so, is it correct that it comes out as 3 separate bills?

Thank you

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There are discounts for having more than 1 contract yes. I have 2 contracts with EE and the additional one is reduced because of this.

But the sales person shouldn't have sold you the 3 contracts. This would have not reduced the iPhone bill but the tablet bill as they probably classed the tablet bill as the additional lines.

The store manager has the authority to cancel contracts. When you go back in I would be calm and explain the situation. If you are polite they would most likely be more willing to help and may cancel them. If you go in all guns blazing and shouting at them then they would just ask you to leave.