KC Bundle Weekend Minutes Misleading

[lubuntu]

This is the quote on their website:

120 free weekend minutes to UK mobiles

- sounds like it means every weekend to me?  It doesn't say a month.

http://www.kc.co.uk/home/bundles/

This is the quote on their Home Bundle flyer sent to me:

120 FREE weekend landline to UK mobile minutes every month

- now this is a bit more vague.  It could very easily be construed to mean (as it says) 120 FREE weekend landline to mobile minutes?! Maybe it should say "a month" instead or "per month"? It reads as though you get 120 minutes free EVERY weekend a month: ie 120 x 4?

This is what it says on the bill:

120 free weekend mobile minutes per month

- now this is very clear.  So why does this not appear on their website or leaflets?

So I am thinking - is it 120 minutes every weekend or only a month?  So what do I do? Yeh I ring KC and the woman confirms its 120 mins a weekend.  Okay, so what do I do? Yeh, I use nearly 120 mins a weekend.  What happens (yeh you're ahead of me) a bill charging me for all these "FREE" mobile minutes - i.e. 120 mins a weekend x 4.

Not only is the advertising misleading, even some of KC's own staff do not know the facts (oh, I have all the dates and times that I rang their staff if they want to go down the NGU route).  Now why can't KC make it clear on their website and their leaflet like they do on their bill "120 free weekend minutes per month" - NOT EVERY WEEKEND [modified].

Yeh, I should have known better ... but so should KC.

[richardmyers]

This is the quote on their website:

120 free weekend minutes to UK mobiles

- sounds like it means every weekend to me?  It doesn't say a month.

http://www.kc.co.uk/home/bundles/

This is the quote on their Home Bundle flyer sent to me:

120 FREE weekend landline to UK mobile minutes every month

- now this is a bit more vague.  It could very easily be construed to mean (as it says) 120 FREE weekend landline to mobile minutes?! Maybe it should say "a month" instead or "per month"? It reads as though you get 120 minutes free EVERY weekend a month: ie 120 x 4?

This is what it says on the bill:

120 free weekend mobile minutes per month

- now this is very clear.  So why does this not appear on their website or leaflets?

So I am thinking - is it 120 minutes every weekend or only a month?  So what do I do? Yeh I ring KC and the woman confirms its 120 mins a weekend.  Okay, so what do I do? Yeh, I use nearly 120 mins a weekend.  What happens (yeh you're ahead of me) a bill charging me for all these "FREE" mobile minutes - i.e. 120 mins a weekend x 4.

Not only is the advertising misleading, even some of KC's own staff do not know the facts (oh, I have all the dates and times that I rang their staff if they want to go down the NGU route).  Now why can't KC make it clear on their website and their leaflet like they do on their bill "120 free weekend minutes per month" - NOT EVERY WEEKEND [modified].

Yeh, I should have known better ... but so should KC.

This is almost a little "Watchdog"-esque, nice sleuthing! It seems KC need to change their advertising and retrain some of their staff to understand the products they're selling.

[Daniel]

That is horrid, sorry to hear you had a bad time with them.. perhaps you could call customer service and explain? i mean surely they have a recording of the conversation you had ''for training purposes'' perhaps they could refund it.

regards,

Daniel

[Karoo]

Hi Galli

We've just picked up this thread - you are right, the information on our website is misleading. The weekend mobile minutes are per month and we should have added this within the product detail. It's a genuine human error and we can only apologise for this mistake.

We will make sure our customer service advisor's are reminded that the free mobile minutes work across the month and not each weekend.

Once again sorry for any inconvenience this has caused you.

KC.

[Scotty]

Hi Galli

We've just picked up this thread - you are right, the information on our website is misleading. The weekend mobile minutes are per month and we should have added this within the product detail. It's a genuine human error and we can only apologise for this mistake.

We will make sure our customer service advisor's are reminded that the free mobile minutes work across the month and not each weekend.

Once again sorry for any inconvenience this has caused you.

KC.

Is it going to be changed on the website?

[lubuntu]

@karoo - thanks for a response on this forum (it does you credit and is very good to see).

I spoke to Rob at KC on 23 November (16.20) and gave him the dates and times of people I spoke to at KC about the free calls and the call times generally and what times they apply. I am waiting a response withing the next couple of days (if those conversations do not pick up on the "free weekend" minutes then I can dig out some other call dates that I might have).  However, given the "misleading" nature of adverts I would assume that you will credit my telephone bill?

[Karoo]

@Scotty - yes the website will be updated today.

@Galli - customer services are handling your query now, if you have any problems, let us know. We do make every effort to confirm after sale what our customers receive within our products and services, for example, when you received your Bundle welcome pack, you will have seen a product information sheet included which outlines that the free mobile minutes run over the month. This doesn't mean the mistake we made on our website is acceptable and this will be rectified today  . If you wish, we can re-send you a copy of the information sheet for your records. Send us a PM if you want us to do this with your personal email.

Thanks KC

[lubuntu]

@KC

you will have seen a product information sheet included which outlines that the free mobile minutes run over the month.

I quoted what the product information sheet says:

120 FREE weekend landline to UK mobile minutes every month

Now I do not think that is as clear as it should be (especially given your website advert) - hence my call to KC to verify this.

Does this mean you get 120 FREE minutes a weekend every month?  I think it should read the same as it does on your bills: "120 free weekend mobile minutes per month" - with an * giving further clarification at the bottom of the product info sheet.

Anyway - this problem now seems to have been resolved - but I will have to wait until I get a revised bill and my next quarterly bill. 

Either way this was good customer service to resolve an unnecessary problem created no doubt by the marketing dept?  Maybe KC could now look at how they inform customers of their next bill increase and send out a letter that is headed "bill increase" and not buried three-quarters of a way down a marketing letter - a bit more transparency and clarity would be welcomed, this creates more trust and confidence with your customers.

[Scotty]

@Karoo

That's good.

[dylan]

Good on you Karoo. And good on the forum members for taking time out to point out the mistake. Everyone's a winner