Misquoted by Plusnet!

lisame_2

I responded to plusnet's half price braodband offer (£3.24 for 12months) on the last day of their offer (5th Oct). The 'phone call was recorded of which I am requesting a transcript. Everything was going well, i.e. I obtained the MAC code from my provider (TalkTalk) and gave it to Plusnet.

However, following an email outlining the setup of a direct debit for £6.49 (rather than the £3.24 agreed), I called Plusnet believing it to be an honest mistake on their pamrt.

They denied being able to offer me such a deal (even though i repeatedly checked its validity on the first call) and insisted they were not able to offer me what I was originally quoted. They tried to fob me off with 4 mnths free broadband (the annual costs still being more than the original quote).

Are they able to do this? It feels like very poor and dishonest practice. I feel I have been hoodwinked!

L

JJ_Egan

First you replied to an offer .
Copy of the offer have you kept or web page saved ??


jje

Plusnet_company_representative

Hi there,

Sorry to hear that, it depends on the date the account was actually created. Do you have a ticket ID that you could post so I can take a look? Also if you've got the date and approximate time of the call I'll happily take a listen and make sure we're living up to our promises.

Apologies for the experience so far, and I hope we can get things resolved for you.

Regards,

Matt Taylor
Plusnet Customer Support

lisame_2

Hi Matt,

the date/time of the call was the 5th Oct, c.17.15pm. I received an email confirmation at 17.47 that day from Alex Jessop. It didn't repeat the price but I didn't think anything of it. I would be delighted to hear your response once you have listened to the call. Also, when their was a delay in receiving my MAC code from TalTalk, i 'phoned to check my offer was still live.

Lisa

Plusnet_company_representative

Hi lisame,

Thanks very much for that - unfortunately I'll not be able to find the call without being able to view your account, is there any way you could post a ticket ID so that I can look into this for you? It should be in the email you were sent, possibly referred to as a reference number.

Thanks very much,

Matt Taylor
Plusnet Customer Support

lisame_2

Hi Matt,

My reference number is PNET1834177-1.

The situation has got very silly and somewhat unseemly. A manager called me to say they couldn't possibly offer me 12 months half price (the original quote) but would offer me 4 months free (which of course is not quite as good). Meanwhile David Walker posted a message on my account to say sorry and they had added the half price offer onto my account only to retract it while later!! It seems you are able to keep to the offer!

I just want the offer I was made in the first place.

Regards,
Lisa

Plusnet_company_representative

Hi lisame,

I realise the agent did end up offering you the 12 months half price on the call, however he was in error in doing this - unfortunately in order to comply with the terms and conditions of the offer, you would need to take up our talk service as well as broadband.

As such I'm afraid we can't apply the half price for 12 months offer as per the discussions you've had with our support centre today. I'd be more than happy to apply the discounts if you do move your phone service to us, however as things stand I'm afraid I can't offer anything other than what has already been discussed.

I'm sorry for the confusion, and rest assured this has been dealt with internally.

Kind regards,

Matt Taylor
Plusnet Customer Support

bod1467

WRONG!

Plusnet made an offer, customer accepted, Plusnet agreed to start the service (and did do so). Clear cut scenario - Plusnet are duty-bound to abide by the terms of the accepted offer. Suck it up and give the customer what was agreed. Even if this means giving 6 months free service rather than 4 months - the net effect is the same as 12 months half-price.

Do the right thing Plusnet!

lisame_2

I agree that this is very poor. I made an informed purchase decision based on the information the Plusnet representative gave me at the time. The reality is if I make an error in my business, I have to pay for it, I cannot simply pass it onto my customers.

Lisa

lisame_2

I think it is getting worse! Earlier today, Plusnet told me that their system wouldn't allow the half price offer they had offered me so I had to accept 4 months free or nothing. I had no idea that at the same time one of their sales advisors had allowed me the half price offer on my account site and "added it to your account". However, despite me not seeing this, Plusnet are now saying because I accepted the offer (having been told that it was the only one available), the other is invalid. They have now offered me half price broadband twice and twice retracted it!!

I feel really badly treated> Does nayone have any ideas?

L

esuhl

Plusnet_company_representative wrote: »

I realise the agent did end up offering you the 12 months half price on the call, however he was in error in doing this - unfortunately in order to comply with the terms and conditions of the offer, you would need to take up our talk service as well as broadband.

So both sides admit the offer was made. I'm not a lawyer, but I think the only other condition required for the contract to be valid was that the offer was accepted. (See Wikipedia's entry on Offers and Acceptance.)

So if Plusnet are unwilling to comply with the terms and conditions of the offer, I imagine the OP could sue them for damages in the County Court. The process can even be started online using the Courts' Service Money Claim Online website.

When this website attracts so many visitors and is so well indexed by Google, I'm surprised at how ready Plusnet are to tarnish their reputation. Whether or not the are contractually required to honour their promised agreement is really irrelevant. It would simply be reasonable customer service.