Madasafish Questions/answers (merged threads)

Quentin

James_PN wrote: »

Because Samara said something, does not make it correct.

If that is the case, then you must agree getting a paper trail established is the correct thing to do. Documents are needed by both sides to contest a contract.

Answers given by Company reps in this forum regarding direct questions of this nature (regarding contractual arrangements with MAAF) are probably not legally binding, but we ought to be able nevertheless to take them as "gospel".

If MAAF does have a different contract for retentions, why has no-one been given a copy?

Plusnet_company_representative

Quentin,

I would need to view the account in question to establish whether or not a 12 month contract was committed to in the first place.

If it was not, then of course I would not expect anything other than 28 days notice to be served/paid for.

Of course a paper trial is needed, but if I were involved in the matter, I would create this via the ticket system, which would also generate emails.

Quentin

MAAF used to make it a USP that your contracts were different - although they are for a minimum 12 months, that is not binding. Customers didn't have to pay off the remainder if they left, only the cost of setting up the connection, plus the cost of any hardware supplied "free".

Likewise the retention deals weren't binding (as described above - we only would be asked to pay the difference if we got a discount to stay on for another year, and also pay for any more hardware supplied).

Has this changed?

Plusnet_company_representative

I'll need to double check the terms and conditions (which I believe was done last time I brought this up) but if a further 12 month contract has been agreed too, your normal 12 month contract rules would apply, ie: the need to buy out the remainder of the contract.

Quentin

As I previously posted, your "normal" contracts don't insist on customers buying out the remainder of their contracts when they want out, so how could MAAF possibly justify trying to make folk buy out the full 12 months of a retention deal, when they have already completed 12 months - that would make the retention deal far less attractive than simply signing up again as a new customer?

You rather disloyally said that Samara's posts were not necessarily correct. As I said, when Company Reps post under the name of the Company (As Samara always did), we should be able to take it as "official". This is just one of many where she answered the question regarding get out charges:

Madasafish_Customer_Care wrote: »

Our cancellation policy is unique in that we don't expect for you to pay for the remainder of your contractual period if you leave prior to fulfilling 12 months; however we do ask that you help us cover all the costs involved in establishing your connection to Madasafish.

I personally feel that this cancellation policy is a lot fairer than those who ask that you pay for the remainder of your contractual period.

Plusnet_company_representative

I'm not going to get into the debate about the terms and conditions as it's not my field. Whatever Samara said is no longer the case.

Consider it from a non money saving point of view if you would for a moment. We would not gain any benefit from offering a reduced package cost if the customer isn't going to be held to an extended contract period. It serves no realistic financial purpose.

The facts are simple, provided both a broadband connection and the bandwidth associated with this costs money. It would make absolutely no sense to offer an extended contract period if we're not going to tie the customer into the contract terms.

I'm sure that Samara will have felt that the previous cancellation policy (Although I don't know whether or not this was the case, my understanding was that there was an early exit charge previously) was fairer, but it makes no commercial sense to do so.

I appreciate Quentin, that this doesn't save customers money, but I just wanted to instill a sense of realism into the way that contract extensions are handled. At the end of the day, we're a business and need to make money to survive.

harryhound

Personally, I am in favour of both sides committing to a fixed term, be it 6 12 or 18 months in exchange for a revised contract (a bit like a home renter). Butterfly tarts waste money and result in bad support.
However this should be made absolutely clear in bold type at the time of renewal; otherwise at the end of the contract it is 28 days notice on both sides. A special email address with an automated acknowledgement could be set up for giving notice.

Quentin

James_PN wrote: »

At the end of the day, we're a business and need to make money to survive.

Fair enough, (though why weren't we told of the change?) - but MAAF can't impose new contract ts + cs to customers without publishing them, and getting the customer's agreement to them.

And the argument doesn't stand up anyway - under the retention offer previously discussed, if the customer wants out they paid back the extra discount which had been allowed however long the reduced payment had run.

Molescroft

It seems I may have been caught by this extended contract thing too and I am not happy. I was ready to go, but was offered a flat rate of £10.99 plus a free wireless modem if I paid £6.99 post and packing. I was for moving due to rubbish customer service history but the family thought it was a good deal so we decided to stay. Once I said yes, I was then told to phone (which I refuse to do on the fixed rate per min numbers). When I objected to that via the ticket correspondence I was ignored - I also object to giving out credit card details when valid direct debit details are held. I asked for confirmation of the new 12 month period - the implication was that it would take effect at the next billing point and not immediately. No reply to my further comments added to the ticket for over a week. Today I am told that if I want to leave I will have to cover the 12 months of the new contract (which as far as I am aware has not even started!) and pay for all hardware supplied (does this mean the original modem supplied 16 months ago?!!) I am questioning all this, but if it takes another week to get a response I will be into the new contract by then no matter what.

Any advise would be welcome, but this is a bit of a rant more than anything and if it prevents anyone else getting caught in a similar way, then that would be something.

Quentin

As always, get a complaint in writing to them, and escalate it if its ignored.

They keep telling us how good the ticket system is - yet it seems to be a black hole.

You will see posts weeks old regarding this retention contract, which no-one has ever seen - yet their Rep insists it exists. If it does it is quite different to the contract we sign up to as new customers, and obviously should be available to read!

You cannot be made to stick to the terms of a contract you have never seen, let alone agreed to.