Can a company change a quoted price?

Matthew32

First off, Hello! I'm new to the forums, but hope to get a lot from them and give as much as I can

I ordered BT Broadband (normal ADSL) in January.

I got a 'special deal' from an online sales rep through their live chat: £18 a month over 18 months, but with the first twelve months only charged at £9.

The broadband was installed in March, and I've recently found out that BT Infinity is now available! (Was actually available only days after my adsl was installed, but oh well!)

At the time of ordering, I expressed my concern that BT Infinity would be rolled out shortly, and asked what will happen price wise if I upgraded:

Grace: No worries.
Matthew: One last question, if I decide to upgrade to fibre at some point in the future, will this great price be transferred over to that?
Grace: It would be free to change
Grace: and the monthly price will be the same.
Matthew: Great

Question: Is there any way they can get around this now?

I emailed BT earlier talking about upgrading, and I mentioned that 'Grace' had told me the pricing/offer would be the same. (I was at work and was unable to check the chat log myself - but I was sure that the sales rep had said this).

They eventually came back to me saying that they had read through the chat and that the sales rep never said anything about the pricing... hah!

Since getting home, I've sent the entire chat log to them as an attachment, and have featured that quote (above) in the main body of the email, but haven't heard anything back yet.

I'm predicting a "Sorry, she was wrong, tough luck."
But would love a "Grace promised you that price, so you must get that price!"

Where do I stand on this? Looks like a written contract to me (in writing, and conversing with an actual human being)... But I don't exactly know an awful lot about trading law, so who knows?...

Hope you guys can help to shed some light

Matthew

mattyprice4004

They made a mistake, and don't have to honour it. The wholesale cost of fibre is more than £18 a month, so you aren't going to get it for less than that.

If you'd ordered it at this price (fibre) and then when live they changed their mind that'd be different.

Matthew32

mattyprice4004 wrote: »

They made a mistake, and don't have to honour it. The wholesale cost of fibre is more than £18 a month, so you aren't going to get it for less than that.

If you'd ordered it at this price (fibre) and then when live they changed their mind that'd be different.

Ah... Darnit, you weren't supposed to say that :P Haha.

Thanks for the reply anyway

Would it be reasonable to expect some kind of discount (down to that magical £18?) seeing as they've made a bit of a mistake / c!!k up... Or am I in dreamland? Haha...

[edit]
Additional Info:
The quote I showed was part of the questioning before I agreed to sign up to the contract and was obviously part of my decision to go with BT (or else I wouldn't have asked)... Could I argue this and use it to get out of the contract and go with someone else?...

mattyprice4004

With any luck they'll do it in the interest of customer service - but I don't see it being likely without management intervention, and that's hard to find at BT.

Give them a call, and request to speak to a supervisor etc - it can't do any harm

Matthew32

mattyprice4004 wrote: »

With any luck they'll do it in the interest of customer service - but I don't see it being likely without management intervention, and that's hard to find at BT.

Give them a call, and request to speak to a supervisor etc - it can't do any harm

Calling would have to wait til the weekend

I've been reading elsewhere that the minimum price their retentions department is allowed to offer for full-on fibre is £13.25 a month or something like that? (For 12 months, then back up to £26 for the last six).

They haven't replied to my last email yet. Come on BT! I want to find out what you're going to do! xD

Also, I found a thread on MSE that talks about free upgrades to Infinity. Can't link due to new-user rules, but this should help you find it: /showthread.php?t=4275487

People appear to have been given full upgrades to Infinity but without a new contract and without paying anything extra... That sounds good to me! lol

[edit] Also, I found this in in that same thread:

daz9643 wrote at 4:35 PM on 08-11-2012:

I also did an online chat with an advisor who told me if i was upgrading from BT Total Broadband 3 to BT Infinity option 2 they are the same price

This doesn't sound like one potential mistake by a single advisor anymore... This sounds like specific information which has been supplied by BT, and thus should be honored?
[/edit]

Anywho, we shall see what happens eh?
Hopefully the email is delayed because a manager is mulling it over and is about to say "here, have the deal you were promised" xD