0844 Numbers

d123

grumbler wrote: »

Well, I guess the law isn't as strict as you imply and doesn't say that a company must offer a telephone number for the existing customers.

The law says that if a phone number is supplied for customer service it must be standard rate.

Help-line charges over basic rate

41.—(1) Where a trader operates a telephone line for the purpose of consumers contacting the trader by telephone in relation to contracts entered into with the trader, a consumer contacting the trader must not be bound to pay more than the basic rate.

http://www.legislation.gov.uk/uksi/2013/3134/regulation/41/made

grumbler

Absolutely - "if" and "where"
This particular trader decided not to operate such a telephone line.

d123

grumbler wrote: »

Absolutely - "if" and "where"
This particular trader decided not to operate such a telephone line.

Except they do, the 0844 number is listed as customer service. So if they have a customer service contact number (they do) it must be charged at the base rate.

If our help area has not been able to assist with your query you may contact our customer service team directly. Our customer service representatives are available Monday to Friday, 9am to 6pm, excluding Bank Holidays.

grumbler

"[STRIKE]costumers[/STRIKE] customers" doesn't necessarily mean "consumers ... entered into contracts with the trader"


That's why MSE say "banned for "post-contract"".
And that's why this company says "existing account holder"

d123

grumbler wrote: »

"costumers" doesn't necessarily mean "consumers ... entered into contracts with the trader"


That's why MSE say "banned for "post-contract"".
And that's why this company says "existing account holder"

I’m not sure what you’re trying to say, by “costumers” I presume you mean customers and not people in costumes?

Post contract is a simple term that means after an item or service is bought, ie customer service and not sales.

Sales or optional technical help could be premium rate, customer service to resolve issues with a purchase (as a consumer, not b2b) cannot, it must be 01/02/03/0800.

grumbler

You know well it was a typo. Why waste time on asking?

d123 wrote: »

Post contract is a simple term that means after an item or service is bought, ie customer service and not sales.

Correct with regard to "not sales".
Incorrect with regard to "customer service". A person who has not bought anything yet, but is going to buy is a customer


With everything else you seem to agree now unless I misunderstand you.

The company in question (or their CS if you wish) doesn't offer any special number for "Post contract" and offers other means instead.

0844 number is for sales and other questions to the CS - and this is perfectly fine according to the law/regulations.

d123

grumbler wrote: »

You know well it was a typo. Why waste time on asking?

You placed it in quotation marks, I thought it was something special you were trying to say.

grumbler wrote: »

A person who has not bought anything yet, but is going to buy is a customer

I would disagree, they aren’t a customer until they buy something. If I take a walk through the local Tesco as a shortcut I’m not a customer, if I stop and buy something then I am.

grumbler

I would disagree too.

1. I said "is going to buy"
2. To use toilet "for customers" in Tesco one doesn't have to buy anything. Many companies have parking spaces "for customers only" - both existing and new ones.
3. Definition of customer : one that purchases a commodity or service (note: purchases, not purchased)

d123

grumbler wrote: »

I would disagree too.

1. I said "is going to buy"
2. To use toilet "for customers" in Tesco one doesn't have to buy anything. Many companies have parking spaces "for customers only" - both existing and new ones.
3. Definition of customer : one that purchases a commodity or service (note: purchases, not purchased)

We can agree to disagree as you’re not really getting it, purchases is the exact point, if I walk through Tesco and don’t purchase something I’m not a customer, if I browse the website and don’t buy something I’m not a customer, not until I purchase something.

The law is clear, even if you don’t understand it, it simply says customers (who are consumers) must only pay a standard rate call if a customer service number is offered.

The company offers access to customer services via a telephone number, the telephone number is not standard rate so they are breaking the law.

Bottom line, customer service number (as opposed to an exclusive sales line) = standard rate call.

By the way, there are businesses where toilets are “customers only” and unless you purchase something you won’t be given access to the toilet.

grumbler

I misunderstand the law?! Really?


The only we disagree about is the term "customer" and the law doesn't use this term.


If you are right, why the "clear" law doesn't simply say "customers" and says "consumers ... in relation to contracts entered into with the trader"?

The only reason is that "customers" is a more general term than people who entered into contracts. So is the term "customer services".

d123 wrote: »

The law is clear, ...., it simply says customers (who are consumers) must only pay a standard rate call if a customer service number is offered.

No, the law says "consumers ... in relation to contracts entered into with the trader", not "customers", i.e. only those customers who already entered into contracts must be offered a standard rate number and only IF the company offers a telephone number for such customers.