how to get discounts? the latest half price offer

[Chrysalis]

I got the brochure with my bill offering new customers 50% off for 3 months blah blah.

So rang up ntl, the first 2 times I got redirected and the 3d time I spoke to a women who I wont name here, she refused to give me the offer so I politely hung up and was going to give up. But I am very annoyed as I have read that a few people have managed to get discounts so I rang back again this time stating that I want to make a complaint that leaflets are been sent out to customers that they dont apply to, and they can't honour the discount and this time the guy tried to upgrade me and give me the discount but he said the system wouldn't let him and he even reported it to his supervisor for me.

So how is it people manage to get discounts out of ntl?

[andygrif]

Seems a bit stupid sending out leaflets for services you can't actually have - but it wouldn't exactly be the first time ntl have done this. I usually have a leaflet extolling the virtues of broadband with my bill, even had some separate mailshots doing the same thing.

I've been on BB for about 4 years now!

From a business point of view this not only makes customers think that ntl can't even tell which products you have, but (talking about the separate mailshots now) is a monumental waste of money.

BTW, read the T&C's on the brochure, if there is no mention of only being available to non-existing customers then you can have them for false advertising.

[Chrysalis]

the brochure does say its for new customer's only but I think that is besides the point, I still shouldn't be getting the brochure if I am a existing customer. The women who was refusing to give me the upgrade was saying I already had my own deal when I signed up but when I signed I got no such deal I paid full price from day 1, and the guy who tried to give me the discount was saying the system doesnt allow existing customers to be given discounts, so it beggars belief how others have been managing to get discounts, I have 1 friend who has been on 1mbit(1.5) for a year and is still paying the 600kbit(750) rate. So I am not even fully sure if the guy really couldn't do it or was just fobbing me off, some comments from ntl staff on this would be nice as I am really angry at the moment.

[Chrysalis]

well there is no comments, can't say I am not surprised however I wont be letting this rest, on monday I plan to ring one of ntl's senior management to make the complaint, if I cant get hold of them on the phone I will send a letter recorded delivery.

[Russ]

Originally Posted by Chrysalis

well there is no comments, can't say I am not surprised however I wont be letting this rest, on monday I plan to ring one of ntl's senior management to make the complaint, if I cant get hold of them on the phone I will send a letter recorded delivery.

Why? You don't qualify for the discount and you don't know the full facts surrounding people who have managed to get it. If they have been allowed to have it then it's likely to have been discretionary.

I'll be very surprised if you get anywhere with this.

[Jonboy]

Blimey haven't we become a nation of grabbers

[Chris W]

if you are in the first 14 days of install you can cancel because you are still in the cooling off period. Then sign up online to get the offer.... http://www.home.ntl.com/icat/broadband

all the prices there are showing the 3months half price at the moment

However, the offers are to actract new customers, so it makes business sense to only offer them to new subscribers- you will find this is a feature of every company- the mobile phone companies do it really often.

ntl always have some other or other running, i think the last one was 2 months free, so surely when you signed up you got some kind of special offer....?

[Florence]

When BB first came to Manchester these reduction offers was not around. Infact I had to pay for a TV package I didn't want or use just to get BB.

[scrotnig]

Originally Posted by monkeybreath

if you are in the first 14 days of install you can cancel because you are still in the cooling off period. Then sign up online to get the offer.... http://www.home.ntl.com/icat/broadband

all the prices there are showing the 3months half price at the moment

However, the offers are to actract new customers, so it makes business sense to only offer them to new subscribers- you will find this is a feature of every company- the mobile phone companies do it really often.

ntl always have some other or other running, I think the last one was 2 months free, so surely when you signed up you got some kind of special offer....?

No, this is not correct.

The 14 day cooling off period applies only in the following circumstances:

1) The customer must have been contacted by ntl and sold the service (as opposed to the cutomer contacting ntl themslves.
2) The service must NOT have been installed.

In other words, a customer approached on their doorstep or outbound-called by sales has 14 days from the date the order is placed to change their minds BUT IF INSTALL TAKES PLACE THIS PERIOD ENDS.

It is a common mistake to think that the 14 day period (which is statutory under the distance selling regulations) is some sort of 'trial' of the service to make sure you like it. It is NOT, it is a cooling off period to give you time to change your mind if you have pressured into signing something you don't really want.

I reiterate again...once install has taken place, that's it. 12 month contract and there is absolutely NO getout clause.

Separate to this, a customer who cancelled and then reapplied just to get a discount they were not entitled to, would still not be entitled to that discount. Sorry, but that's the way it is.

Anyone doubting this...get yourself double glazing installed and then demand they remove it and refit your old windows under the '14 day cooling off period'....not a chance, and ntl is no different.

[Chris W]

Originally Posted by Mark B

<snip>

I stand corrected.... I assumed that because the t&cs were not agreed to until online registration, that this was when the contractual period began.

I bow to your superior knowledge

[scrotnig]

The contract period DOES commence at install/registration, however the cooling off period is 'pre-install' if you see what I mean

Originally Posted by Jonboy

Blimey haven't we become a nation of grabbers

Soooooooooo true

[ian@huth]

Originally Posted by Mark B

I reiterate again...once install has taken place, that's it. 12 month contract and there is absolutely NO getout clause.

Quite a bold statement to make isn't it?

[andygrif]

Originally Posted by Mark B

No, this is not correct.

The 14 day cooling off period applies only in the following circumstances:

1) The customer must have been contacted by ntl and sold the service (as opposed to the cutomer contacting ntl themslves.
2) The service must NOT have been installed.

Just a slight correction to this....

The distance selling regulations apply whether or not you called ntl.

However, there is NO cooling-off period if you invite someone to come to you (for example ask for a salesman to come to your house).

A statutory cooling-off period applies if you were cold-called on the doorstep and signed there and then, but not if the salesman on the doorstep agrees to come back at a date which is agreed (i.e. if he books and appointment to come back) and then you sign.

Most outfits such as those wretched Kirby cleaners do this, they cold call you, book an appointment for later in the day (offering a free carpet clean) thereby making sure you forefit your right to cancel when (if) you do sign up.

[scrotnig]

Originally Posted by ianathuth

Quite a bold statement to make isn't it?

Well, yes, but that's the correct position.

Now, that isn't to say that in special circumstances exceptions might be made to it. But that's the legal position to which a customer CAN be held, by ntl or any other company (BT use exactly the same system). A company can, of course, choose to waive this at its discretion.