Quote:
Originally posted by orangebird
Which is why I said at the end of my post - 'although these are given discretionally in extreme circumstances'.
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Agreed - NTL, I'm told, does give 'discretionary' refunds as a matter of good practice when it recognises that its service levels have fallen below 'reasonable' levels. (I have neither suffered not been paid for service that got that bad) They say 'discretionary' because lawyers get twitchy when they think someone might be admitting liability for something, but they know that they are in a legally difficult position were things to get to court.
Other less scrupulous companies might sometimes attain similarly poor service standards, fail to placate the customer with a 'discretionary' refund, and then fund themselves up before a judge who not only makes them give a compulsory refund, but draws a line in the sand making it very much easier for that company's poor service to be judged in future.
Thus 'discretionary' payments are a very sensible strategy when things go belly-up!