In reply to a post by ian72:

I don't think any dealer has ever offered compensation for a new car either taking longer than expected to be delivered or for any failures that have happened.

My sister-in-law's brand new car was replaced by a major UK dealer after several issues were found after it was delivered and the spec was better than the original car so you could consider that compensation

Aquiss did given me compensation payment in credit for Openreach failed to activated my line due to G.fast jumpered left on the cabinet as the SoGEA couldn't connected for a week. So, Aquiss did booked engineer to come out and removed the G.fast jumpered at the cabinet before my SoGEA went activated and online. Aquiss did refund me for the loss of service for a week. All credits to them. That's was last December 2024.

Edited by adslmax (Wed 09-Apr-25 16:17:23)

I’ve just been offered four years free servicing as a goodwill gesture on a car that’s been delayed by roughly 6-8 weeks. The official reason - delays due to RHD adaptations! It’s French. This was by the UK importer / agent rather the dealer. Although I suspect in actuality it will cost them very little / nought as being an EV the actual ‘service” might just amount to a brake fluid flush and perhaps some pollen filters. 😅. Still it’s the thought that counts.

Previous to that, last car I bought took 13 months to arrive from order to delivery. That was a bit of a ‘mare. There were all manner of excuses that time around including post-pandemic chip shortages, a war, (some looms got made in Ukraine) and a ‘12v’ battery supplier factory burning down!

In reply to a post by adslmax:

Aquiss did refund me for the loss of service for a week. All credits to them.

Are you saying they refunded you for first week of the service when the broadband actually didn't work at all (admittedly caused by Openreach not the ISP)? I would hope all providers big and small would do that as a bare minimum but may be thats not always the case if you think it needs commending.

In reply to a post by adslmax:

Aquiss did given me compensation payment in credit for Openreach failed to activated my line

Hopefully when you said they compensated you it was in addition to the refund.

In reply to a post by PCJM40:

Does anyone know if Aquiss pay compensation (recently asked below but thread locked so was never answered)? I believe this is important to know should an issue occur and when comparing them with other ISPs

Are we honestly back to this again?

Surely it would have been better to have posted in the Other Providers (without dedicated forums) section not here.

In answer to your (now rather tedious) question.....

Yes!

In reply to a post by Pheasant:

Previous to that, last car I bought took 13 months to arrive from order to delivery. That was a bit of a ‘mare. There were all manner of excuses that time around including post-pandemic chip shortages, a war, (some looms got made in Ukraine) and a ‘12v’ battery supplier factory burning down!

Waited a similar amount of time for a campervan, the original order having somehow 'disappeared', after some negotiation from me our 'compensation' was getting the van for the same price and not the new price which had risen by a couple of thousand pounds!
p.s. Nearly forgot, due to a problem with a couple of the windows had a couple of months wait for manufacturer to authorise repairs and 190mile round trip to get them replaced.

Edited by burble (Wed 09-Apr-25 19:58:15)

In reply to a post by Iniltous:

In reply to a post by GoWest:

Someone got out of the wrong side of the bed this morning.

You are right I have no idea what compensation, if any, a retailer can demand from a wholesaler: that said, it seemed wrong to me that retailer should pay out for something this wasn’t its fault which is why I gift-aided the redress amount to a charity.

If you bought a brand new car and it wouldn’t start , and the dealer/car manufacturers after a few questions determine that its the battery that is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no further assistance/compensation for your inconvenience after all the car dealer / manufacturer only bought in the battery from a supplier , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer and not the battery manufacturer….its no different here .

Let me explain why this is not a good comparison.
The way t'internet is delivered is multi layered, so in simple terms we have a base, OR, City Fibre, etc, then on top of that we have ISP's. To find a similar vehicular comparison you would need to look motorhomes, you have a base Fiat, Merc etc, then on top of that a coachbuilder. The place you buy from will primarily be a dealer for the coachbuilder, they might also be an approved workshop for the base, but probably not, so if something goes wrong with the base in most instances the dealer will tell you to contact an approved workshop for repairs.

In reply to a post by CJT:

In answer to your (now rather tedious) question.....

Yes!

Thanks, I'm sure all current and future customers of Aquiss will be please to learn that and can reference your issue should it not be forthcoming if they have a similar issue

In reply to a post by CJT:

In answer to your (now rather tedious) question.....
Yes!

Thanks for sharing. Assuming you're happy hopefully everyone can move to another topic.

In reply to a post by burble:

In reply to a post by Iniltous:

In reply to a post by GoWest:

Someone got out of the wrong side of the bed this morning.

You are right I have no idea what compensation, if any, a retailer can demand from a wholesaler: that said, it seemed wrong to me that retailer should pay out for something this wasn’t its fault which is why I gift-aided the redress amount to a charity.

If you bought a brand new car and it wouldn’t start , and the dealer/car manufacturers after a few questions determine that its the battery that is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no further assistance/compensation for your inconvenience after all the car dealer / manufacturer only bought in the battery from a supplier , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer and not the battery manufacturer….its no different here .

Let me explain why this is not a good comparison.
The way t'internet is delivered is multi layered, so in simple terms we have a base, OR, City Fibre, etc, then on top of that we have ISP's. To find a similar vehicular comparison you would need to look motorhomes, you have a base Fiat, Merc etc, then on top of that a coachbuilder. The place you buy from will primarily be a dealer for the coachbuilder, they might also be an approved workshop for the base, but probably not, so if something goes wrong with the base in most instances the dealer will tell you to contact an approved workshop for repairs.

Much like explaining the punchline to a joke , I always feel there is something ‘sad’ about having to explain to someone , something most would ‘get’ , I didn’t think it necessary to explain my analogy, but here it is ,
the point is you buy an entire vehicle, not separate components, your contract for supply is with a single entity, you don’t have separate contracts and payments for the engine , the body , the suspension, the electrics , so should any one of those individual parts fail during the warranty period the supplier of the vehicle is responsible, not the component provider , so if for example your suspension fails in your new or under warranty car , the dealer shouldn’t fob you with excuses that the suspension parts were provided by a third party, so your failed suspension is not really your dealers problem , no one would accept that type of excuse, you would say I bought a complete car from you , you fix the suspension, if that requires you to take the failure up with one of your suppliers, you don’t need to involve me in that conversation, that’s your problem not mine , now fix the £ucking car , or give me my money back .

My overarching point is why some people , ( posting on forums such as this one ) think it’s acceptable when an ISP deflects responsibility for failure , but wouldn’t accept that behaviour from (for example) a car dealer , in the same way you don’t buy a car as components, you don’t buy your ‘Internet’ in its component parts either , if your broadband fails , it shouldn’t matter to the customer if it’s the network, the backhaul, the equipment, the configuration etc that has failed , you pay one fee to one entity , the ISP , it’s their problem to restore your service, it’s irrelevant to the customer where the failure was , the ISP is responsible for fixing whatever the issue is even if that’s requires them to get their supplier involved, that’s their problem, they shouldn’t make it your problem

Edited by Iniltous (Wed 09-Apr-25 23:12:17)