Possible glitch on the phone purchase form
Hi,
I'm currently looking at purchasing a new phone from the Fizz store. I noticed something which looks like a website glitch to me. I just want to get some input that it's indeed a glitch and that I'm not making unwanted changes to my phone plan.
So I select the phone I want and see that it offers me -10% on my phone plan, which is nice. My plan would go from 12$ to 10.80$, as per the detail in the screenshot.
However, when I progress to the next page, the amount shown for my phone plan is quite different. I made no changes to my plan, so it really should show 10.80$/month, rather than 29.70$, as per the screenshot below.
If I click on the edit button, it shows again 12$ - 10.80$ / month.
So my question. Is it correct that buying this phone has no impact other than -10% on my current plan? Unless I "create a new plan" of course.
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Best Answer
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Hi @PierreAF
I read other people reporting this kind of problem, since you are not oblige to buy a new plan when you buy a phone
You should contact the support to clarify with them
Contact us, or a @Whizz can help you out here1
Answers
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I have no experience with it but I'm guessing you'll get a confirmation of price change, and even if thats not the case - you can always edit plan or contact support.
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I have the same problem as you.
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The "contact us" page AI chatbots didn't know what to make of my requests and it wasn't clear how to transfer from them to a person. I opened a ticket with the complaint form under them and got an answer very quickly (within 30mins!). They seemed to think it might be related to the cost estimation with Affirm financing, but that doesn't seem right to me since I didn't have that selected. It's not entirely clear how I can respond to the ticket… But in any case, they did confirm the following:
"If during the process of phone purchase you select your current phone number and plan, the discount will be applied to the current value of your mobile line starting with the next billing cycle, and no changes will be applied."I also see that the preloved phone store page is down this morning, so most probably someone is looking into it right now!
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Thank you for the follow up
Regarding the ticket you need to reply to the email to answer
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They should probably modify the email footer to make that clear then, nothing in the email suggests I can reply to it. Probably should also remove the part which says "Messages sent to this email address are not read." 🤐
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I replied and it worked
Probably if you send a message, but if you replied to a ticket the system will take care of it
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Hello @PierreAF ,
As the online customer service agents already informed you, in the moment of purchasing a phone, the website allows you to select a plan in order to see how much you will pay for it and for the phone however this is only for guidance.
There is no activation made or change to your current plan therefore the rebate will apply to it.
If you wish to modify it, you can do that from My plans- Manage plans- Change my plan and the change will be applied at the end of your current payment cycle.
Here are more details:How do I change my plan?
You can reply to the emails received from our side however, for receiving assistance in real time, you can always use the Chat option and ask for an agent in order to be redirected.
To do that, you can use this link:Contact us
Have a great day.
-Lavinia, Community Moderator0
This discussion has been closed.