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Thread: Compensation sanity check

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    Not a good person scaryjim's Avatar
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    Compensation sanity check

    Just a quick sanity check guys, want to make sure I'm not being unreasonable here.

    I had some problems with my broadband connection being set up when I moved house recently, things went very slowly, mistakes were made, I had to shout at plusnet. I submitted a formal complaint, and eventually got offered compensation in the form X months free service.

    Now, because I've signed up for a new 18 months contract I am getting a reduced price for 6 months. And when I asked for confirmation of the amount of compensation, it turns out plusnet want to comensate me at the initial reduced rate, not that full monthly rate. To me that's essentially the same as them taking those months off my discount period, and I'm not particularly happy about that - I don't see why I should get my discount reduced because they've messed up.

    But, am I being reasonable, or am I just being arsey? What does the hexus massive think?

    and a side note to any plusnet reps who stalk the forums (I know there are one or two) - this is already being dealt with through official channels and I'm waiting for the next reply

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    Banhammer in peace PeterB kalniel's Avatar
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    Re: Compensation sanity check

    I think that's fine, as long as they also extend the length of your discounted period by the same amount of time you haven't had the agreed level of service.

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    Senior Member cptwhite_uk's Avatar
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    Re: Compensation sanity check

    As per kalniel's comments, my thoughts exactly. Although reading between the lines if you push it you're going to have to fight and remind them constantly that's the deal and claim the difference back when they "forget". As such the question becomes is the money saved worth the hassle.

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    jim
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    Re: Compensation sanity check

    Hmm, tricky one. When I was with Virgin, their solution was to give you a free connection for any months where you had trouble - and so if that month cost £20, they gave me back £20. In that case, I think it would be alright.

    In this case though, since what they've offered you is x months free as compensation, then that compensation has a direct cash value. If they had offered you £30, say, you might have said no, versus yes for £60. In this instance, they've effectively changed what you perceived to be the compensation value after you agreed to it. Since the cash value was never confirmed in the first place, that makes things quite awkward (and IMO is a stupid way of doing things, as proven here). I would definitely push for the full amount.

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    Seething Cauldron of Hatred TheAnimus's Avatar
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    Re: Compensation sanity check

    So they've effectively refunded you for the months it wasn't working.

    Did you encounter any extra costs due to the problem, phone bills contacting them etc.

    At the end of the day the contract you have with them isn't some mad business grade SLA.
    throw new ArgumentException (String, String, Exception)

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    RIP Peterb ik9000's Avatar
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    Re: Compensation sanity check

    I agree with Jim, if they had agreed something they should stand by it. The amicable way out is for them to do the discounted rate for a longer period if that makes it easier on their system, but X months free should be just that, and not be part of an 18 month contract IMO.

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    ho! ho! ho! mofo santa claus's Avatar
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    Re: Compensation sanity check

    Quote Originally Posted by scaryjim View Post
    Just a quick sanity check guys, want to make sure I'm not being unreasonable here.

    I had some problems with my broadband connection being set up when I moved house recently, things went very slowly, mistakes were made, I had to shout at plusnet. I submitted a formal complaint, and eventually got offered compensation in the form X months free service.

    Now, because I've signed up for a new 18 months contract I am getting a reduced price for 6 months. And when I asked for confirmation of the amount of compensation, it turns out plusnet want to comensate me at the initial reduced rate, not that full monthly rate. To me that's essentially the same as them taking those months off my discount period, and I'm not particularly happy about that - I don't see why I should get my discount reduced because they've messed up.

    But, am I being reasonable, or am I just being arsey? What does the hexus massive think?

    and a side note to any plusnet reps who stalk the forums (I know there are one or two) - this is already being dealt with through official channels and I'm waiting for the next reply
    I think you should take counsel from White D or Black D; they'll know what to do

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    Not a good person scaryjim's Avatar
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    Re: Compensation sanity check

    Quote Originally Posted by jim View Post
    ... In this instance, they've effectively changed what you perceived to be the compensation value after you agreed to it. ...
    Actually, they haven't yet - I specifically asked them to confirm the monetary worth of the compensation before I agreed to it. I'm not an idiot

    Quote Originally Posted by TheAnimus View Post
    So they've effectively refunded you for the months it wasn't working.
    Not exactly. They're offering compensation for the poor service they provided during the house move (basically they made two or three basic errors that prolonged the delay, as well as providing shocking customer service throughout the process). The question isn't so much whether X month's service is appropriate, as whether they should be compensating at the full price or the reduced one.

    As it happens, they've now replied claiming that their standard procedure is *of course* to extend the discount period and they're really sorry if they gave me a different impression. *ahem*. I guess I need to find out exactly how they intend to apply the compensation (i.e. whether they apply a discount to the account or apply a one-off credit) and get something in writing confirming exactly what my basic charges and discounts will be and when. Should be easier than this though, frankly.

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    jim
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    Re: Compensation sanity check

    Quote Originally Posted by scaryjim View Post
    Actually, they haven't yet - I specifically asked them to confirm the monetary worth of the compensation before I agreed to it. I'm not an idiot
    Oh I see, I thought time had passed between the two episodes since they were different paragraphs. So their starting point was that you can have x number of months, but during the discount period?

    To my mind, that's a bit more acceptable, if they're part of the same conversation. I mean, had they said it in a different order, i.e. "we're happy to give you £25 off, which corresponds to 5 months at your current rate", then that would seem fine to me. Of course, that's assuming that they don't always offer the same number of months, and you happened to get it during your discount period, which would be unreasonable.

    Anyway, looks like it's sorted now.

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