Telenet recently offered its customers a new TV box for free in exchange for their old decoder. This updated version of the digicorders and digiboxes promises to provide customers with an enhanced viewing experience. However, confusion arose when customers received bills of 50 euros after accepting the offer.
The statement in the email mentioned a one-off cost of 50 euros, which left customers puzzled. Upon contacting Telenet, customers were informed that the TV box is indeed free, but the 50 euros mentioned in the email is for the residual value that applies if the customer does not return their old device after canceling their subscription.
Telenet spokesperson Bart Boone acknowledged that the situation might be confusing for customers but reassured that the TV box itself is free. The 50 euros mentioned in the email is only applicable if the customer fails to return their old device. The Telecommunications Ombudsman Service has not yet received any complaints regarding this confusion but advised customers to contact them if they have any concerns about being charged for something that was promised to be free.
Customers who have accepted the offer but are still unsure about what they need to do should contact Telenet’s customer service department or refer to their initial email from Telenet for clarification on how to return their old device and avoid any additional charges.
Telenet has been working hard to improve its services and address any issues that may arise with its offers. In this case, it appears that there may have been some miscommunication on Telenet’s part, which has caused confusion among its customers. To prevent similar issues from happening in the future, Telenet should ensure that all information provided to its customers is clear and accurate.
Overall, while there may have been some confusion surrounding this offer, it’s important for customers to remember that they can still receive a new TV box for free by returning their old device as instructed by Telenet.
