FYI: Change to BB Terms and Conditions - Hardware

Just a FYI relating to a T&C's change.

Not seen this posted here before, it's on the portal dated 12/01/2007...

In reply to:

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The following amended Broadband specific Terms and Conditions regarding hardware order cancellations will apply from Monday 12th February 2007.

6. TERMINATION

6.2 Hardware Returns

(a) Return of damaged or faulty goods

All routers supplied by Zen Internet are covered by a one year warranty. Therefore, if goods have been damaged during delivery, or should you encounter a problem with the router within the period of one year from delivery, please follow the returns process below:

Please contact Zen Technical Support to report the fault 0845 058 9000 (Option 2).
Technical Support will verify the fault and complete an RMA form on your behalf.
You will receive a jiffy bag for you to return the router to our supplier.
We will arrange for a replacement router to be delivered to you.
This does not in any way affect your statutory rights.


(b) ADSL Activation Failures

In the case of an activation failure, please follow the returns process below:

Please contact Customer Services on 0845 058 9000 (Option 5) to confirm the failure.
Please complete and return a Return Merchandise Authorisation (RMA) document, which can be obtained by clicking the following link: RMA_Updated_110107.pdf
You will receive a jiffy bag for you to return the router to our supplier.
Upon receipt of the equipment, we will issue a credit note.

Please note that returns due to ADSL Activation failures will only be accepted within 14 calendar days from the date to which you receive notification of activation failure.

(c) Return of not required goods (Cancelled Orders)

Should you decide that the router you have ordered is not suitable for your needs, or should you cancel the order, you are eligible to receive a credit note if you return the router within the first 14 calendar days from receipt of the equipment. The credit note will exclude a

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Martyn Dewar

ZeN Active 8000 (at: 8128/448) on a DrayTek Vigor 2800V (with /29) with a nice WRT54Gs (v4) too

Speed:

I'm under the impression they can only charge the postage fee and nothing else. When I bought my router it stated 2 years warranty, seems to have been reduced to 1 year now.

>>>>>>2 years warranty, seems to have been reduced to 1 year now

I know I thought that was a good selling point, apparently not

They seem to state very heavily the words 'Credit Note'.
I think they will find the word 'Refund' more appropriate.
Especially for DOA items and items within the first 7 days.

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One thing I would question out of this, surely the 'Return of not required goods' part of this policy contravenes the Distance Selling regs, since I don't remember DSR allowing for a restocking fee during the statutory period (7 days?)... I may be wrong though, but it would be nice if someone could clarify that.

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Probably covered by the statement:

In reply to:

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This does not in any way affect your statutory rights.

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as stated under the "Important" part of 6.2(c).

And another change:

In reply to:

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Notice of Change to General Terms and Conditions of Supply - Notice Period Administration 22/01/2007

From 1st March 2007 the Minimum Cancellation Notice Period will change from 14 to 30 days. The amended sections of our General Terms and Conditions of Supply can be found below:

11.8 Unless otherwise stated in the Specific Terms and Conditions, the Minimum Cancellation Notice Period is 30 days (to expire at any time on or after the Minimum Service Period).

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What's with all the various changes "here and there"? Why not just a simple single update? Also shouldn't that update (seeing as I think it'd apply to everyone, unlike the hardware one) be emailed to customers too, rather than just on the portal?

One would hope that all these changes will be mentioned in the monthly newsletter.
The way things seem at the moment is that small changes are being brought in piecemeal to lower the service quality without us noticing - fat chance!