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£75 cashback from plusnet is very misleading!

NorthEasterner
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£75 cashback from plusnet is very misleading!

I phoned up Plusnet before placing my order for Unlimited Fibre to check if I was eligible and the advisor said that I was.
Only to discover nearly an 1 hour ago that the offer is ONLY available to Unlimited Broadband and not Fibre!! This is extremely confusing because on your website it states that unlimited packages receive £75 cashback.  This was the main reason for change.
You've already upset me PN (it's not the first time)
I really hope I can get £75 as it would be nice, especially choosing PN to move back to after BT as was going to choose Sky.
Not Happy!!!
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25 REPLIES
Moderator
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Re: £75 cashback from plusnet is very misleading!

Yes I see the headline banner states £75 cash back when you sign up online, no mention of which package.
However a little lower down £75 cash back is only mentioned on the first of the three packages which is not fibre, although it doesn't say so.
I can understand the confusion, certainly for the uninitiated.
PS I recommended Plusnet to a young lady yesterday evening. She would not be viewing this page with the benefit of my experience.

Customer and Forum Moderator.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
NorthEasterner
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Re: £75 cashback from plusnet is very misleading!

I'm going to speak to the retention team as I believe it's a cruel marketing trick for new fibre customers.
When do the Forum staff work?
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SharonBrown
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Re: £75 cashback from plusnet is very misleading!

Good afternoon NorthEasterner,  I'm really sorry for any confusion caused, I'm sure that the application of the offer to ADSL only and not Fibre is not an intentional attempt to trick anybody.  What concerns me and what I'd like to follow up on is the person you spoke to here who confirmed that the cashback was available to you as this is quite clearly a training issue.  Not only would I be in a position to make sure that the payment is made to you; I'd also be able to ensure that this does not happen again.
If you would be so kind as to PM me your details, I will have a look at it for you and see if I can locate the call.  I will be here until 5pm today then back in the office at 11.30am on Monday.  I hope you're having a nice weekend and I look forward to hearing from you soon.
Warm regards
Sharon
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Re: £75 cashback from plusnet is very misleading!

Regardless of what someone said on the phone the website is very clear that it only applies to non fibre - see screen caps
NorthEasterner
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Re: £75 cashback from plusnet is very misleading!

On the second screen shot all the packaged were under a banner advertising £75 cash back - which to me feels that is on all packages.  Also on community page there was fibre but it was in the £75 cash back offer and it is not related to the post but it didn't say 75 pound cash back so I assumed it was.  The offer should have been more clearly described.
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NorthEasterner
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Re: £75 cashback from plusnet is very misleading!

@SAB - Sharon I've sent you a PM.
NE
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peter10
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Re: £75 cashback from plusnet is very misleading!

Found this on Topcashback although some of the offer run out tomorrow.
Plusnet Broadband Offers                                                                                                Cashback
Broadband Only                                                                                                                £5.25
Unlimited Broadband and Homephone Up To 17Mb and £75 Plusnet Cashback Cheque         £10.50
Unlimited Fibre Extra and Homephone up to 76Mb Exclusive Offer!Ends Tomorrow                £126.00
Unlimited Fibre and Homephone up to 38Mb Exclusive Offer!Ends Tomorrow                        £105.00

However only for new customers only and cash back is never guaranteed.  
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Re: £75 cashback from plusnet is very misleading!

So were you expecting to save £7.50 per month for 12 months on fibre as well
I really fail to see how a banner for one product can apply to all products when they each have their own banner
NorthEasterner
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Re: £75 cashback from plusnet is very misleading!

@Salmo - This is different from TopCashback
@OldJim - See my screenshots - the banner is the same for the 1 page and £75 is highlighted and has an arrow pointing down to packages.  So common sense is that the banner is representing ALL packages on that page
On the community page - it has fibre unlimited in the post - this is also confusing because you would think if it's in the same post it must receive £75 cashback because they are in the same post as £75 cashback offer.
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Re: £75 cashback from plusnet is very misleading!

The second screen shot clearly states signing up for unlimited broadband at £2.49 per month not fibre
The top of the first screen shot is the same as the one I posted and again refers to £2.49 per month
Of course you have the usual get out of contract clause so what you do is up to you
NorthEasterner
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Re: £75 cashback from plusnet is very misleading!

It says "from £2.49" so I thought it is all packages.
I'm waiting to see what Sharon says as this does seem confusing, a customer service rep also said that it was for all unlimited packages - no mention of just being ADSL but ALL.
I could cancel and switch to ADSL then upgrade to fibre.  But I await outcome first from Sharon as I don't want my order messed up
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peter10
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Re: £75 cashback from plusnet is very misleading!

@ NorthEasterner. I realise it is different. However it seems a good deal for fibre if PN are not offering the £75 for it.
NorthEasterner
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Re: £75 cashback from plusnet is very misleading!

I suppose it is.
But it will tie over for Christmas and treating the family.  We all need to save as much money as we can.
-NE
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St3
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Re: £75 cashback from plusnet is very misleading!

Look at my post from just over 2 years ago http://community.plus.net/forum/index.php/topic,106226.msg906652.html#msg906652
Shocking to see theres still issues with customers getting the cashback deal, it stinks that you have to raise a support ticket to get this cashback, I bet theres a few customers who have lost out on cashback deals because they didn't know they had to raise a ticket in order to get it.
Poor show