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New Contributor khanhly
New Contributor

Family and friend offer - 25% discount is not reflected in document

Hi,

 

I have just used 25% off New Monthly Mobile Plan with Optus (Family & Friends Offer) prootion to order a Samsung S7 mobile on $65 monthy plan and becoming $48.75 after 25% discount $1170 for 24 months in first email. However, I have just recieved second email from Optus said my order is on its way with Contract and Critical Information Summary listed $65 monthly with total $1560 over 24 months contract. There is no mentioned about 25% discount or $48.75 monthly charge.

Can Optus clarify this ?

Regards

Khanh

 

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15 Replies
RetiredModerator Pete
RetiredModerator

Re: Family and friend offer - 25% discount is not reflected in document

Hey khanhly 🙂 I can confirm the discount applies on to the second bill and if you'd like me to double check the 25% discount will be applied, just PM me through your full name, d/o/b and mobile number.

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New Contributor Qian
New Contributor

Re: Family and friend offer - 25% discount is not reflected in document

I have much worse experience. I signed up the $100 plan with an iphone 7 plus under the family and friend offer. Just received my second bill and still no discount applied. Decided to call the customer service but was told that it was not eligible as from their end, my order was made on 3/4/17 when the offer expired. I had to go through my brower history as I deleted my order confirmation email (stupid me). Nevertheless I was lucky enough to see my last visit the link to order a phone was on 31/3/17. Also information on the temporary order number and monthly cost with 25% discount were all shown! The lady from customer service wasn't very friendly at all. She didn't even want to look further into the system. Instead, she just said there was nothing she could do and i didn't not need to repeat myself! It was not my problem. It was your system which does not contain all information!

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Valued Contributor
Valued Contributor

Re: Family and friend offer - 25% discount is not reflected in document

Hi @Qian, we should be able to verify exactly when you applied for the product. PM me your mobile number, name and DOB so I can have a look for you. You can PM me here → http://yesopt.us/pmscott 

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New Contributor Facai
New Contributor

Re: Family and friend offer - 25% discount is not reflected in document

I recently had a bad experience with Optus. Purchased a iPhone 7 for my wife through Family and Friends in March 2017.  When the phone arrived my wife wanted to change to an iPhone 7 plus.  Called Optus and was informed it can be done as the iPhone 7 was not opened.   Confirmed iPhone 7 plus would still receive the 25% discount.  The change over happend within 3 days of the call.   The first two bills refered to iPhone 7, with a Handset Credit of $20.91.  The 3rd bill was corrected to refer to iPhone7 plus but the discount was reduced to $11.82.  When I called to asked why the credit was reduced, was informed at the time the billing referenced was changed the handset credit for the iPhone 7plus was only $11.82 and it was up to us to provide proof that the handset credit should be $20.91 at the time of the 25% discount.  I have all the paper work with charges for the iPhone 7 because that was the original online order.  I was not email anything when the phone were changed over. Operator agreed that both phones were within the promotional period but it was up to me to prove to her, the listed handset price of the iPhone 7 plus 256gb .  Surely Oputs has historical recordes of all prices of handsets?  Does anyone have a screen print of the handset price of this phone?

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RetiredModerator Shauna
RetiredModerator

Re: Family and friend offer - 25% discount is not reflected in document

Hey @Facai - Apologies you've had to chase this up. I'd be happy to take a further look into this for you. Can you please confirm your mobile number, full name and DOB via PM please? 


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New Contributor Facai
New Contributor

Re: Family and friend offer - 25% discount is not reflected in document

Hi @Shauna its being two months now since my post and PM you on two separate occassions with no reply from you.  Should I be escalating my issue to another area?

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RetiredModerator Shauna
RetiredModerator

Re: Family and friend offer - 25% discount is not reflected in document

Hi there, @Facai. Did you see the response that Toomey sent through on 26/08 addressing your PM? If not, I'd be happy to send it through to you again. 


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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New Contributor Chng
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Re: Family and friend offer - 25% discount is not reflected in document

I received an offer to convert my prepaid plan to post paid plan which I was offered 25% discount of my monthly fee. I decided to opt for a $65 plan with a Huawei Mate 9 and after discount it should be $48.75 for 24 months contract. When I receivedy my first bill, the amount due was $65 but I was told by the Optus officer that the discount would be started in my second bill. Unfortunately, I saw my second bill yesterday and I was still been charged at a full price of $65. Please rectify your mistake immediately.

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Moderator Aman_B
Moderator

Re: Family and friend offer - 25% discount is not reflected in document

Really sorry for the inconvenience caused @Chng. May I request you to contact one of our mobile specialists Here from your PC and we can get the discount applied. 


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