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  • FIRST POST
    TheLibertine
    HTC Desire Vodafone 500mb Fair Usage Policy
    • #1
    • 4th May 10, 6:14 PM
    HTC Desire Vodafone 500mb Fair Usage Policy 4th May 10 at 6:14 PM
    I'm just setting up this thread as a record. After constant assurances in writing from Vodafone staff that the 500mb per FUP is a soft limit, and only intended to stop tethering etc and abuse of the service, customers are now reporting being sent text messages saying you are approaching your limit and will be charged 0.50p for the next 5mb.

    This is simply a record of Vodafone written assurances from their own eForum team should they be needed in the future.

    Here is the actual thread, I've pasted some replies but can't put an actual screenshot in because I can't post links as a new moneysavingexpert member

    forum.vodafone.co.uk/topic/56799-htc-desire-500mb-fair-usage-policy/page__p__373384__hl__thelibertine__fromsearch__1&# entry373384

    Posted 10 April 2010 - 04:11 PM
    Hi TheLibertine,

    When a data bundle is listed as having a Fair-Usage Policy, this means the stated policy limit (in this case, 500MB per month) is only a guide used to measure potential abuse, and there is no automatic out-of-bundle charging for exceeding this limit.

    If however your data-bundle has a specific limit, such as the 1GB iPhone bundle, or one of the Mobile Broadband plans, then these are a defined limit with no Fair-Usage Policy. That means as soon as you exceed that stated limit, there are automatic out-of-bundle charges placed on your account.

    If you are found to be exceeding a Fair Usage Limit consistantly and regularly, we may contact you and ask you to reduce your usage, or offer you one of the higher data bundles with a defined limit to better suit your usage - however, there will be no charges placed on your account without sufficient prior warning.

    This information is correct at the time of writing, but may change in the future. If this process does change, then any customers on the affected price-plans or bundles will be notified in advance.

    I trust that clarifies the matter for you

    Jon

    eForum Team


    Please add any other examples if you have them...a lot of people have signed up to Vodafone on the basis of assurances that we wouldn't be charged.
Page 1
  • DarkConvict
    • #2
    • 4th May 10, 6:23 PM
    • #2
    • 4th May 10, 6:23 PM
    Vodafone charged me 2 years ago for using the internet on my unlimited package back when the limit was 120mb (although it was never stated) i got it resolved without having to take them to court as dialaphone admitted liability for misselling unlimited internet when it was not unlimited.

    Vodafone are very tight with there data usage in my experience.
    Although no trees were harmed during the creation of this post, a large number of electrons were greatly inconvenienced.

    There are two ways of constructing a software design: One way is to make it so simple that there are obviously no deficiencies, and the other way is to make it so complicated that there are no obvious deficiencies
  • nm83
    • #3
    • 5th May 10, 9:45 AM
    • #3
    • 5th May 10, 9:45 AM
    I was also repeatedly told over the phone by the advisor with whom I negotiated my deal that the 500MB was a FUP and not a hard cap, and that I would be receive warnings about my usage before ever being charged.
  • phoen1x
    • #4
    • 5th May 10, 10:48 AM
    • #4
    • 5th May 10, 10:48 AM
    I was also told that the 500mb was a fair usage policy when negotiating my new deal over the phone. There has been widespread misselling if this turns out to be true.
    • MattHawkins
    • By MattHawkins 5th May 10, 10:56 AM
    • 48 Posts
    • 24 Thanks
    MattHawkins
    • #5
    • 5th May 10, 10:56 AM
    • #5
    • 5th May 10, 10:56 AM
    @TheLibertine, I think you mean 50p for the next 5MB not 0.50p.?
  • nm83
    • #6
    • 5th May 10, 11:35 AM
    • #6
    • 5th May 10, 11:35 AM
    Also on the VF website: "http:// help.vodafone.co.uk/system/selfservice.controller?CMD=VIEW_ARTICLE&CONFIGURAT ION=1000&ARTICLE_ID=874096&PARTITION_ID=1&RELATED_ ARTICLE_CLICK=1&RELATED_ARTICLE_NAME=What"

    "If your usage is excessively high, we will get in touch to discuss how you can reduce your usage - for example disabling peer to peer or other high bandwidth applications.
    If your usage continues to be excessive, we may limit the speed of your service to reduce your impact on other users, charge you for excess usage or terminate your account."
  • TheLibertine
    • #7
    • 6th May 10, 11:51 AM
    • #7
    • 6th May 10, 11:51 AM
    I'm going to post a number of things now from the Vodafone eForum, all the following posts from me are copied and pasted from what Vodafone staff have said on the eForum...(they have already deleted some posts in their own forum hence the need record things here)
  • TheLibertine
    • #8
    • 6th May 10, 11:58 AM
    • #8
    • 6th May 10, 11:58 AM
    Posted 21 April 2010 - 05:19 PM
    htcdesirefan10, on Apr 21 2010, 04:55 PM, said:
    If you have umlimited internet actived on your price plan and you exceed this limit of 500 MB, you will be charged 50p for first 25 MB and once this limit is exceed then further £2 will be charged for every MB. The 500MB allowance is enough for light usage but if you download large files than u better use WiFi

    TheLibertine

    Yep sorry but you're totally wrong on this. There's numerous Desire threads where the Vodafone eForum team confirm you WILL NOT be charged automatically for going over 500mb. In fact the general consensus is that unless you are teathering or going way way over your limit month after month, then you will hear nothing from Vodafone.

    --------------------------------------------------------
    Neoblade

    Posted 21 April 2010 - 05:29 PM
    Yeah you won't be charged as soon as you hit over 500MB. As long as you're not totally taking advantage and abusing it, then it won't matter. Plus I'm sure you'd be able to hop on a WiFi network if need be for anything heavy duty.

    You can download an app though to keep an eye on your data usage, I believe NetCounter is one on the market out of many (free).

    --------------------------------------------------------

    Posted 21 April 2010 - 05:39 PM
    Hi Guys

    I can see there's lots of talk about this issue,

    NeoBlade and TheLibertine have beaten me to it with their answers, Thanks guys

    if there's anything else we can help with please post

    BenJ_Vodafone
    eForum Team
  • TheLibertine
    • #9
    • 6th May 10, 11:59 AM
    • #9
    • 6th May 10, 11:59 AM
    Posted 04 May 2010 - 04:05 PM
    Hey Guys,

    As far as we were aware this wasn't a hard cap however i have passed this onto our support teams to get a definitive answer for you all.

    Once i have this I will get back to you with more information.

    James
    eForum Team
  • TheLibertine
    Chat with live online Vodafone sales assistant

    Posted Yesterday, 12:11 PM
    Olivia: Hello, you're chatting with Olivia, one of Vodafone's online sales specialists. May I take your name please?

    You: hello

    Olivia: Welcome to Vodafone, what brings you to our web site today?

    You: i was just wandering about the 500mb data useage

    You: what happends if i go over the useage?

    Olivia: For example for you - 500MB a month - enough to read and reply to 10,000 emails, download 25 Google maps and read 8,300 websites.

    Olivia: If you went over we would let you know. You wouldn't be charged either. It just need to average out over the months.

    You: ok thank you very much for your help
  • TheLibertine
    Posted Yesterday, 12:27 PM
    Hi guys,

    I can fully understand all of your concerns in regards to this matter. As far as we're aware the Fair Usage Policy should still apply for anyone who goes over 500MB. We are currently seeking clarification on this though and will update you as soon as we have a 100% definite answer on this.

    I have also changed the title of this thread slightly and moved it to the Mobile Internet sub-forum as this is a more relevant place for this thread.

    George
    eForum Team
  • TheLibertine
    Chat with Vodafone staff online

    Posted Yesterday, 02:10 PM
    Kate: HI Matt

    Kate: the unlimited internet has a fair usage policy of 500Mb per month, but that's more than you'll need. If you exceed 500MB you'll be charged 50p for first 25MB

    You: In the past this has not been the case though ?

    Kate: to be honest the online deals keeps on changing every day

    You: So that explains why different staff say something different every day with regards to the FUP and being charged / not being charged?

    Kate: yes
  • TheLibertine
    And another...(links removed)

    Robin: Hello, you're chatting with Robin, one of Vodafone's online sales specialists. May I take your name please?

    You: Matt

    Robin: HI Matt, how are you today?

    You: Hi Robin, I am just looking for clarification around the "Unlimited Internet" (500MB Fair Usage Policy) - will I be charged for going over the 500MB? Or, as with previous contracts, will I be ok as long as I am not abusing it?

    Robin: yes you'll be charged if you exceed the limit..... so are you looking to get new contract with new number?

    You: I thought it was Fair Usage though?

    Robin: And according to Fair Usage Policy 500MB is consider as Unlimited Internet on our network in UK.

    You: So why am I being advised by other staff that I will NOT be charged if I go over - both on Live Chat and on your Vodafone Forums

    Robin: the Internet which you use is included in the plan that is 500MB

    Robin: if you cross that limit you'll be charged 50p/ day for 25MB

    Robin: after that its £2/MB


    You: Jon told me this earlier: "When a data bundle is listed as having a Fair-Usage Policy, this means the stated policy limit (in this case, 500MB per month) is only a guide used to measure potential abuse, and there is no automatic out-of-bundle charging for exceeding this limit. If however your data-bundle has a specific limit, such as the 1GB iPhone bundle, or one of the Mobile Broadband plans, then these are a defined limit with no Fair-Usage Policy. That means as soon as you exceed that stated limit, there are automatic out-of-bundle charges placed on your account. If you are found to be exceeding a Fair Usage Limit consistantly and regularly, we may contact you and ask you to reduce your usage, or offer you one of the higher data bundles with a defined limit to better suit your usage - however, there will be no charges placed on your account without sufficient prior warning. "

    You: I have also been told --- "The Mobile Internet packages only have a "Fair Usage Policy" of 500MB. This is used as a rough guideline for how much we expect the average user to use within a month, and there are no charges for going over this amount from time to time. Only users who are found to be abusing this fact and constantly going over 500MB each month will be contacted and asked to either monitor their usage more closely, or upgrade to a more appropriate data plan."

    Robin: well are you looking for the information regarding the i phone internet or other phone internet deals?

    Robin: i phone has 1GB

    You: This is all on the 500MB Data FUP Unlimited offer

    Robin: and other phones has 500MB

    You: all the above which I have been told is with regards to NOT Being charged for going over 500MB

    You: James said : Although it is a fair usage policy if you did repeatedly use 2GB per month we would contact you to moderate your usage and if this continued we would then reserve the right to begin charging you the daily rate for any usage outside of the 500MB policy.


    Robin: I'll just clear all the things to you



    Robin: you just need to answer few questions..... is that fine?

    You: Ok



    Robin: are you an existing customer on our network/

    Robin: ?

    You: Yes



    Robin: are you on contract or PAYG?

    You: Contract

    Robin: that's nice

    Robin: now I'll explain you the the details

    Robin: when you have the contract with 500MB of usage, its every month....

    You: I know, I just want to know if I will be charged for going over - and if I WILL be, why are some staff telling me I won't be ?

    You: And why your website has the following:

    Robin: yes you'll be charged

    You: Q: What if I have a monthly Mobile Internet and email pack and use more than 500MB in a month?

    You: A: We'll keep an eye on things and let you know your options if it looks like you'll go over your 500MB Flexi or Value Pack limit.

    Robin: as 50/day for 25MB after you finish 25MB you'll be charged £2/MB

    You: So if you are telling me I WILL be charged, why are others telling me I WON'T be? And why is your website so unclear?

    You: And if I purchased my new deal based on what other VF staff have told me - that I won't be charged - where do I stand in terms of returning the handset and cancelling my contract if it turns out that infact I will be charged?

    Robin: 7 days are cooling days, that is trial period for a customer to check whether they are comfortable with the deal or not if not they can return or cancel it

    Robin: trust me

    You: So can you please tell me why staff are telling me I won't be charged?

    Robin:
    it'll be charged if you exceed

    Robin: are they from online reps?

    You: Yes

    You: I can provide links to transcripts from Vodafones eForum too

    Robin: sure

    Robin: please

    You: My Contract with Vodafone is governed by the Supply of Goods and Services Act 1982. The Act states that the trader should provide the service using reasonable care and skill. My argument is that the trader didn’t use reasonable care and skill as they misrepresented the contract.



    You: there are 4 links where VF staff (Katerina, James, Jon etc) have stated the "Soft Limit & Advanced warning" message.

    You: Confusing for customers to be told different things, yes?


    Robin: yes , true

    Robin: however trust me , if you want you can save this chat too

    Robin: you'll be charged

    Robin: if you go over

    Robin: also they are the third party dealers

    You: Who are?


    Robin: they won't handle properly as they need to sell their phones

    You: Vodafone Staff and Olivia from the Online Chat are third party dealers?

    Robin: no they aren't

    You: Well who are then?

    Robin: they are from vodafone

    Robin: however Olivia did say that?

    You: Yes

    You: Again, confusing yes?

    Robin: yes

    You: So who do I believe, VF Staff on the Forums, Olivia, or yourself?

    Robin: well I have copied all the links

    You: And any idea why everybody is giving out different information?

    Robin: Trust me

    You: So you are correct and all the others wrong?

    Robin: as no one would say to copy the chat transcript after saying the truth

    You: but surely staff on the forums wouldnt post lies?

    Robin: i say that you'll be charged if you exceed 500MB that is 50p/day for 25MB and after that its £2/MB

    Robin: and in I phone if you exceed the 1GB its £5/500MB

    You: So they are all telling lies?

    Robin: hmmm as far as i am concern i said the truth to you and you can copy this transcript as a proof

    Robin: that you'll be charged if you exceed the limit

    You: So Olivia is a lier?

    You: Along with James, Katrina, Jon, etc?

    Robin: See i won't be able to comment on that as we are not allowed to pass comments on our colleagues

    You: but i shouldnbt believe them?


    Please wait while I transfer the chat to Rommel.

    You are now connected with Rommel.

    Rommel: Hi This Is Rommel the manager on shift

    You: Hi
  • TheLibertine
    Continued...(links removed)

    Please wait while I transfer the chat to Rommel.

    You are now connected with Rommel.

    Rommel: Hi This Is Rommel the manager on shift

    You: Hi

    Rommel: Hey Matt, just read the chat..

    You: And, your comments?

    Rommel: And there seems to be some kind of confusion...

    Rommel: Let me clarify you doubts...

    Rommel: Well for the 500MB there applies a fair usage policy.

    Rommel: So when we say that you would get Unlimited Internet it would mean that you get 500MB of data to use.

    You: So after reading the links, the chat and comments from other VF Staff, what do you say the FUP is?

    You: And why are staff giving different information?

    Rommel: May I know did you chat with them or that was over the phone.

    You: Online Forums, Online Chat and I was advised on the phone when I took out my contract

    Rommel: I do apologise about the information provided to you.

    Rommel: But if you go in for the Unlimited Internet it would be 500MB of data usage.

    You: What about charges

    Rommel: Sure, are you looking for a specific deal?

    Rommel: Or if you want to add that on a deal that you don't have Internet usage it would be £5.00 per month

    Rommel: Hey Matt, you there?

    You: hi

    Rommel: So would you like to go in for a new number with a new contract?

    You: So do you get charged for going over 500MB?

    Rommel: Yes that correct that would be 50p for first 25MB and after that it would be £2 per 1MB

    Rommel: This includes on a daily basis

    You: So why are staff telling us otherwise

    You: So Olivia, along with James, Katrina, Jon, etc are all wrong?

    You: Do you agree?

    You: Are you still there?

    Rommel: Yes I am

    You: Can I have a response then please :-)

    Rommel: Am sorry, but was that on the phone

    You: No, all on here, and with hard proof

    You: And on the Forum - I do not have transcript from phone calls

    You: It's all there in Black and White from VF Staff themselves

    Rommel: Do you have the chat transscripts.

    Rommel: transcripts*

    You: Olivia from onlnie chat

    You: :

    You:

    You:

    You:
    You: There are 5 links above

    You: Another here:
    You: Please will you read what has been advised by VF staff and give me your comments?

    Rommel: Well that's correct but before Olivia Could have explained more the chat was ended

    You: And the others?

    You: My contract with Vodafone is governed by the Supply of Goods and Services Act 1982. The Act states that the trader should provide the service using reasonable care and skill. My argument is that the trader didn’t use reasonable care and skill as they misrepresented the contract - as I have allegedly been misinformed by several other staff.

    You: What are your comments on the VF Forum staff?

    Rommel: Am sorry for that but as per the Fair Usage policy when we say unlimited Usage it would mean 500MB

    You: So why are the forum staff telling us otherwise?

    You: Several staff on the forum, and Olivia on the chat have told customers that the 500MB is a 'soft limit' - yourself and Robin have told me otherwise. Do I believe the majority (Forum staff, Olivia, etc) or the Minority (yourself and Robin) ?

    Rommel: Well before you get the deal you would have the terms and conditions for the plan.

    Rommel: and there it would be mentioned that if you go over we would inform you also the out of bundles would be mentioned there.

    You: That does not answer my question

    Rommel: And when you select the deal it is mentioned in the Quick Summary of the plan with regards to go over.

    Rommel: The chat that was with Olivia was a chat whish was ended before we could give extra information

    You: What about the Forum Posts then from VF Staff?

    Rommel: Which one would that be?

    You: The ones in the 4 differenet links I provided you with earlier

    Rommel:
    Rommel: Is that the one?

    You: Lets look at this one first

    You: Jon says: The Mobile Internet packages only have a "Fair Usage Policy" of 500MB. This is used as a rough guideline for how much we expect the average user to use within a month, and there are no charges for going over this amount from time to time.Only users who are found to be abusing this fact and constantly going over 500MB each month will be contacted and asked to either monitor their usage more closely, or upgrade to a more appropriate data plan.So long as you don't use your phone as a modem, you should be absolutely fine with 500MB, and it's incredibly rare for us to find anyone here on the forum who has ever actually exceeded this amount.

    You: And the one you just mentioned Jon says: I have a Desire myself now, and to be honest I never even thought of worrying about the data usage! So long as you have Unlimited Internet on there, just use the phone as normal, and if you consistantly exceed the Fair Usage Limit, then we will contact you first to let you know about it. The Desire uses a lot of background polling and updates, as it's a very data intensive handset - so if average use rises as a result, we will naturally reflect this in increased leniancy or a change to the policy limit.We only have a Fair Usage Policy to identify people who are abusing the service - and that would include someone who uses their phone for peer-2-peer file sharing (I see there is a Bit-Torrent app on the market), video streaming for excessive periods (only ever use BBC iPlayer over WiFi, and if you're going to stream video, I'd highly recommend buying one of the subscriptions to our Sky Mobile packages from as these do not count towards your usage), and using your phone as a modem.Anyone using their phone sensibly and normally should not find themselves penalised

    You: DaveN also says on Page 2 - To clarify, the 500MB fair usage on the data pack is a threshold, not a limit, and there's no immediate charge if you exceed it. If you do it too often, we reserve the right to contact you, but you won't be charged without warning. There's no way to change the allowance, though. Unless it's an iPhone, it's 500MB fair usage only. It may seem like we keep reassuring people of this, but that is because the information is still the same, so we simply need to reiterate the same answer.

    You: Any comments from those 2 links so far?

    Rommel: Just a minute...

    Rommel: What Jon said was absolutely correct..

    Rommel: He did mention about the Unlimited Internet on there also the Fair Usage Limit

    You: In this link JAmes says: Although it is a fair usage policy if you did repeatedly use 2GB per month we would contact you to moderate your usage and if this continued we would then reserve the right to begin charging you the daily rate for any usage outside of the 500MB policy

    You: So therefore saying that if we go over, we will be OK as long as its not all the time, and if it is, we will get contacted about it - but not charged

    Rommel: James says: Although it is a fair usage policy if you did repeatedly use 2GB per month we would contact you to moderate your usage and if this continued we would then reserve the right to begin charging you the daily rate for any usage outside of the 500MB policy.

    Rommel: So he did mentioned that we reserve the right to charge you outside of the 500MB policy.

    You: Yes, so if we go over and reach 2GB, initially we would NOT be charged. We would be asked to moderate usage. Only then, if it continues, you would then reserve the right to charge?

    You: That is what you, a manager, has just said

    You: Correct? You used bold text to highlight that to me

    Rommel: Well we would contact you only if that is repeated in a month

    Rommel: James says: Although it is a fair usage policy if you did repeatedly use 2GB per month we would contact you to moderate your usage and if this continued we would then reserve the right to begin charging you the daily rate for any usage outside of the 500MB policy.

    You: Yes, so if I REPEATEDLY USED 2GB per month, I would be asked to MODERATE my usage. IF this CONTINUES, only then would you reserve the right to begin charging

    You: That is what you are saying? Yes or No

    Rommel: No, if you go over the 500Mb in a month you would be charged 50p for first 25MB and after that it would be £2 per 1MB

    You: He is saying we would be asked to moderate usage first and then if we do not moderate usage, you reserve the right to charge

    Rommel: James is talking about repeated over usage.

    Rommel: And not about the first time

    You: No, he says "... we would THEN reserve the right to begin charging you the daily rate for any usage outside of the 500MB policy."

    You: So until "THEN" you do not reserve the right to charge us?

    Rommel: Let's look at what he says again

    You: And what about the others?

    Rommel: James says: Although it is a fair usage policy if you did repeatedly use 2GB per month we would contact you to moderate your usage and if this continued we would then reserve the right to begin charging you the daily rate for any usage outside of the 500MB policy.

    You: James says... if we repeatedly use say 2GB a month, we would be asked to moderate usage - IF it continues, you reserve the right to charge us for anything over 500MB

    You: So until we are contacted and asked to moderate usage, you will not charge us outside of 500MB

    You: I am in contact with Consumer Direct and will provide them with all forum posts, all chat transcripts too - just so you know

    You: Any more comments or are you as stuck as I am?
    You: You can see why customers are confused!

    (Rommel didn't return)
  • TheLibertine
    Posted Yesterday, 04:26 PM
    Hi guys,

    I can fully appreciate the confusion in regards to this matter. We will be providing a definitive update for you at some point tomorrow though which will make everything clear.

    George
    eForum Team
  • TheLibertine
    And the removal of posts...

    Posted Today, 10:55 AM
    Hello

    We can see that you have queried the removal of posts / threads on the Vodafone eForum. Occasionally, as per our terms and conditions, we’ll take account specific related posts / threads off of the forum so that we can deal with a customer secure

    We are, at heart, a technical help forum and have a procedure in place for those queries that can't be answered in the public forum as laid out in the (T&C)

    We hope that this clears up any confusion that may have been caused with regards to removed posts / threads. If you do have a question of your own that you’d like to ask us, please let us know on the eForum.

    Regards



    eForum Fast Response
  • TheLibertine
    Hence as you can see from all the above posts Vodafone staff themselves are completely confused about their own policy, so how on earth can they expect customers to understand it. Almost every member of staff tells a different story and gives a different interpretation.
  • MattJ
    If anybody wants to take this further, see the info below. I spoke to Consumer Direct last time I renewed my contract with VF as I had issues then. You get the idea:

    Dear Mr Jones

    Thank you for your enquiry to Consumer Direct dated 22/01/09. Your reference number for this case is NE-CC-148836 and should be quoted in all further correspondence regarding this case.

    Based on the information supplied within your email the key facts of the case appear to be as follows: you renewed your mobile phone contract with Vodafone on the basis that they would provide free internet for the duration of the contract. You have received a bill that includes an approximate charge of £16 for internet use. The trader insists that you weren’t offered free internet for the duration of the contract, only for one month. You know that this isn’t the case as they have supplied it free of charge for three months prior to this charge.

    • Your contract with Vodafone is governed by the Supply of Goods and Services Act 1982. The Act states that the trader should provide the service using reasonable care and skill. Your argument is that the trader didn’t use reasonable care and skill as they misrepresented the contract.
    • I advise you to send a recorded delivery letter to the trader using the attached template as a guide. Give them the full details of the case (the fact that you have already had three months free usage is important) and demand that they remove the charge or allow you to cancel the contract at no cost due to their mistake.
    • Ask for a response within 14 days.

    If you require any further advice or information about this case, please do not hesitate to contact Consumer Direct on 08454 04 05 06 quoting the case reference number.

    Thank you for your enquiry.


    Andrew
    Consumer Direct North East

    Tel: 08454 04 05 06
    Web: Google is as I cant post the link!
    Open: 8:00am to 6:30pm Monday to Friday, 9:00am to 1:00pm Saturda
  • MattJ
    Also:
    Mr Jones,

    In addition, ask the trader to provide a transcript of the recorded calls if they deny your claims that you were offered free usage for the duration.

    Andrew.
  • MattJ
    Guidance and a Letter Template from Consumer Direct (which was removed from the VF Website Forum by VF Staff)

    GUIDANCE ON USING COMPLAINT LETTER TEMPLATES



    The Consumer Direct complaint letter templates can help you make a written complaint, if you have a problem with goods or services.
    Customise your letter

    You will have to make some changes to a template before you send it. This includes:
    • Add your name, address and telephone number (and/or email address).
    • Add the trader’s name and address.
    • Add the date on which you send the letter.
    • Add your name at the bottom.
    • Sign the letter in the space above your name.
    In some letters, you will be requesting a response within 7/14 days [delete as applicable]. Make sure you choose which is more suitable for you. If you are complaining about a long-running problem and need it resolved quickly, 7 or 10 days might be a suitable period. If this is a recent problem, it is more reasonable to allow 14 days for the trader to resolve it. But always allow a minimum of 7 days.
    You will also need to add the specific details of your complaint. Where you see text such as [explain what you want i.e. refund/repair/replacement], you will need to choose one of the options that are listed or write in the details yourself. Be as clear and straight-forward as you can when describing the problem.
    Make sure you remove all the [ and ] symbols afterwards.
    Before you send the letter

    • Address it to a named person if possible, such as the Managing Director.
    • Keep a copy for yourself.
    • If you sent a letter previously, enclose a copy of it with the current letter.
    • If necessary, include a copy of proof of purchase, eg a receipt or contract.
    When you send the letter

    • Send the letter by recorded delivery, so you can prove that you sent it and track its progress. You will have to ask at the Post Office for this service.
    • Note the date by which you have requested a response (eg 7 days later).
    Further advice

    If you are not sure how to proceed, need help with the letter or would like further advice on making a complaint, call Consumer Direct on 08454 04 05 06. The telephone advice service operates on Monday to Friday 8am to 6.30pm, and Saturday 9am to 1pm.
    You can also visit the Consumer Direct website



    No. 7 Supply of Goods & Services Act 1982


    When you have services carried out, you have rights against the trader under the Supply of Goods & Services Act 1982/ Common Law Scotland. This provides that work should be carried out with reasonable care & skill, for a reasonable charge (unless the price is fixed by contract), and within a reasonable time (unless the time scale is fixed by contract). It also provides that any goods & materials supplied as part of the service should be of a satisfactory quality i.e. free from defects.


    If the trader has failed to fulfil the above requirements then he should come back and rectify the problem, without additional cost. *


    * Additional costs may be reasonable depending on the use of the goods.


    Use the following template to write a letter of complaint to a workman or seller if they have provided poor services or supplied faulty goods as part of a service.


    Please note that there are many different issues which can arise from sub-standard services. This template is to be used for guidance and may not suit your specific situation. If you require more detailed advice & guidance, please call Consumer Direct on 08454040506

    and the letter:








    Personal name/ address details


    Date…….


    Owner / Managers name (or The Manager)
    Retailer’s name
    Retailer’s address
    Retailer’s postcode




    Dear [owner/manager’s name or Sir/Madam]
    Supply of Goods & Services Act 1982 (As amended)
    Common Law Scotland


    On [insert date], you undertook [description of the service e.g. car repair] for the sum of £xxx for completion by [insert date].


    Explain/outline details of your complaint
    • E.g. list faults with repairs
    • List outstanding problems


    The Supply of Goods and Services Act 1982 (as amended) states that work should be carried out with reasonable care and skill/in a reasonable time/for a reasonable charge (delete as appropriate).


    Explain what you want to happen/what you are looking for
    • Car to be repaired without additional cost
    • Work to be completed


    Please respond to my complaint/complete the work in the next 14 days. If you fail to respond/remedy in this time, I will have no option but to consider taking the matter further.


    Yours sincerely/yours faithfully


    [Name]

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