PKea v The Phone CoOp

[argentarius]

Re: PKea v The Phone CoOp

And all I've provided is comments and advice which PKea can take or ignore.

The "bit" I am referring to is:

Although, quite why they then go on to say "However, if you do wish to make a complaint please send me the email and I will forward it to the relevant person." makes no sense to me.

[WendyB]

Re: PKea v The Phone CoOp

Blimey, red rag to a bull and cat and dog spring to mind lol.

Anyway PK, lets hope this gets sorted out soon.

[Paule]

Re: PKea v The Phone CoOp

I think that they think that PKea is a complainer and that's why they've put that bit in. And based on the letter PKea wanted to send, I think their judgement was right!

You are right, I am not happy with their performance, so I am complaining, therefore I am a complainer. Lol

Anyway, Thanks for everyones input and I will update later when i get a response.

PKea

[Paule]

Re: PKea v The Phone CoOp

Ok

I sent a variation of the sugestions and this is the response receieved

With regards to openreach engineering visits we can not guarantee that an engineer will be able to contact you prior to their visit. However, we are able to book appointments for you on an AM or PM basis. This requires you to be present at the property between the hours of 8am – 1.30pm for an AM appointment
and from 12.30pm – 6pm for a PM appointment. Failure to be present when an appointment has been booked will result in a missed appointment charge of £90 + VAT.

Each time we have run a line test it has been to report a noise on the line and each time it is returning as no fault found. In total 4 line tests have been done between 13/07/2007 – 30/04/2008.

Kind Regards,

So at least I know when the first fault was reported now, July last year.

I would love to respond, stating that I will reciprocate the charges to them if they fail to turn up within the timescale, but I will resist. lol

Any way thats the letter, no mention of them calling me to arrange the appointment or that I have to call them to arrange it.
So I will call them once I know when I will be free.

PKea

Also just as a sidenote, cos I'm a complainer, I made a complaint to Chester Zoo which some of you know about. Anyway to cut a long story short, I received their response today along with 2 cuddly toys for the kids. Some companies treat customers good, others dont..

[scottishlass]

Re: PKea v The Phone CoOp

Well done Pkea (on the zoo complaint) bet the kids will love those:clap2:

[argentarius]

Re: PKea v The Phone CoOp

Why can't organisations like Openreach be a bit more reasonable about contacting customers to let them know a better idea of their arrival time?

It's pretty obvious that the first thing the engineer will do is to schedule his work for the day, and hence to know whether he will be with you around 8 or around 12. Making people hang around for no reason is completely unnecessary. :@

[Paule]

Re: PKea v The Phone CoOp

Ok a bit of an update on this

at the beginning of last week i decided to swap my line rental to Sky, as reading there T&C they respond to faults better, full information etc.

Anyway Friday morning, phone has no dial tone, but as the line is bad i just left it
Friday evening when i get home the phone still has no tone, so i call Phone CoOp
and mention the ongoing problem etc and they say they will do a line test and they will call me back.
30 mins later they call back and tell me 'THERE IS A FAULT' and we have reported it to openreach, and that they will update me on saturday.

As i'm driving to Petey, my wife calls me and tells me that the OR guy has turned up.
He checks my socket and says the fault if defo not internal and he goes out to the telegraph post to checjk that.
He comes back and says the cable has slowly been wearing away and that is what has been causing the interference for the line and that now it has come away, hence no tone at all.
My wife mentioned that we had reported thsi time and time again and that they never found a fault.
The engineer replied with 'I dont know why they always tell people that because its Openreach that do the line tests for them and the tests would have picked this up'

So it seems that this may be common practice in that they say they have done tests wehn in fact they havent, and then they use the type of quores in the emails to put people off getting an actual engineer out.

Then about an hour after my wife had called, Phone CoOp call me to tell mr that an engineer will be out by monday at the latest, to which I informed her that he had already been and that the fault was external.

Right my thinking in this is now to write and ask for compensation for the bad line I have had to put up with for nearly a year as well as any mobile call charges that i have had due to not being able to use my home phone


Anyway on the good side, my broadband is back up to 5Meg and i can surf without disconnecting every 10 mins

PKea

[argentarius]

Re: PKea v The Phone CoOp

Excellent news. One would hope that now the engineer has confirmed there was a fault, and that it would have caused gradual deterioration in your service, they should admit the problem and compensate you appropriately for the year's bad service you've had.

[Paule]

Re: PKea v The Phone CoOp

It gets better

Got home last night to a message on my answering machine from the Customer relations manager.
He was calling as they had recieved notice that i was transfering my line rental.
He acknowledged that it was due to all the faults I had reported which hadnt been resolved
(i need to double check exactly what he says, as it sounds like an admission that they didnt do anything to solve the faults)
Anyway he asked if i would give him a call to see if there is anything they could do to change my mind.

Well i may call them them and ask for a years free line rental as that should cover what i was going to ask for in compensation.
And if not, I will leave as I was doing and then carry on chasing fro compensation.

PKea

[argentarius]

Re: PKea v The Phone CoOp

Good plan. They owe you a significant amount in compensation, both for providing a rubbish service and (worse) for failing to take your complaints about the poor service seriously.

[nobby]

Re: PKea v The Phone CoOp

is a contract made over the telephone by word of mouth a legal bindig contract?

[Paule]

Re: PKea v The Phone CoOp

Hi Nobby

Can you expand a bit on what you're asking please

If for example you agree to a 12 month contract with BT, say, over the phone they have to read you all the conditions, tie ins etc, to make it valid.

I had previous case with BT, in which they couldnt prove they had done this, so they couldnt charge me the remainder of the alleged contract term.

Is this what you are meaning?

If you can put up a bit of background to your situation, i will start a new thread for you, then it will be easier to get help and to follow.

Oh and Welcome to Beagles

PKea

[argentarius]

Re: PKea v The Phone CoOp

The simple answer to Nobby's question is "yes", but PKea's expansion on that is also true. If the material terms of the contract aren't explained to you then the other party can't bind you to them.