I have just received an email which states that you contacted me recently to advise that my WiFi device was now unsupported and would not receive further security or software updates. The email also states that I have the option to purchase a new device at only £60. Generous to a fault, you also said that there would be no P&P charges.
So my query is, when you sell my type of contract, you provide a new device. So presumably the cost of this device is included in the cost of the contract. I have no recall of the advice given at the time of purchase to tell me that when the device dropped out of the 'supported' range, I would not automatically receive a new device - I would have to pay for an updated model.
Why is support for the device not included in the contract if you have provided said device when the contract was signed?
Yes, I do understand that the technical support is provided by the manufacturer but if the device was to fail/ become faulty before the support from the manufacturer has ended, you would provide me with another device. Why does the same criteria not apply when the device is no longer supported by the manufacturer?
And Yes, I understand that the device is not necessarily faulty and security may be okay so it is probably okay to keep it but that is not the point, is it? If you are going to send out warning emails that the device is no longer supported by the manufacturer, surely there should be an option that you send out a new device which is not outdated. I could still refuse the new device and opt to keep the old one if I was satisfied with its performance but currently, my options are - keep the old device and hope it is safe or pay £60 for a new one.
Not satisfactory customer service.
