I hope this may be seen as the correct area to post this, as its not a software issue as such.
We have used a major Accountancy Software package for possibly 10 years which I have not named at the moment in case I am incorrect.
We received an email 2 weeks ago that our software needs renewing ( £900) on 14th March 2018. but when we tried to renew it, additional packages that we do not use were added on without the facility to remove. Not a problem I thought, the Software Company are known for excellent customer service.
Telephoned and was advised they would adjust the order and provide a revised invoice.
They confirmed that by paying early the renewal date would not change.
I advised I would pay on the 2nd March (still 12 days early) as we pay all bills monthly, which they said was fine, still 2 weeks early.
Today I went online to make the payment, and the invoice in my order folder had been removed.
However I had printed it off with full details of the packages ordered, the price and invoice reference.
I spoke with the company this morning, but was advised the prices went up yesterday.
I explained the conversation I had 2 weeks ago when the price and date of payment was agreed and I had a copy of the invoice.
They replied there was nothing they could do. I then asked what would happen if I had sent a cheque last week and they recieved it today and was advised they would return the cheque, and the software would not be renewed
My feeling is that I have an invoice, not a quote, for a product that is not payable as yet, and my date of payment was agreed 2 weeks ago and that is what I should pay.
I have tried to escalate this without success, and would appreciate your views please.
Hi Jay
I guess - can be viewed as to whether a contract has been made or not? Lets face it contracts can be verbal.
Did you actually say on the phone that you were going to buy at xx offer price or words to that effect? Im guessing you must have done otherwise they wouldve surely issued a proforma invoice. #
You are not covered under the Sale of Goods Act as far as Im aware as its B2B so many of the protections are stripped.
I would escalate again - the first one may have been a first level call handler - you dont say. Tell them you are making a formal complaint and want it escalated further - ask for a manager. Then ask for their manager and theirs etc. Get names. Keep a log of dates and times as well. do you know the name of the CEO (sometimes you can track down their email!)
Tell them you what you have as proof, plus show then the phone calls made on your call log. Argue that the calls were not you just shooting the breeze so to speak.
# Do they say 'we may record this call for training blur blur? Tell them to get the call logs!
Dont forget to tell them that you are a regular on two forums (well, you might not be on two, but open an account on the other main one), but I find mentioning the fact that you will be adding commentary on to large well known heavily utilised sites such as (1) a Bookkeepers forum and (2) an Accountancy forum (Accountingweb) usually means you get some traction in at least speaking to a decision maker.
All else fails - then give some feedback on those two sites!!
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Joanne
Winner of Bookkeeper of the Year 2015, 2016 & 2017
Thoughts are my own/not to be regarded as official advice,which should be sought from a suitably qualified Accountant.
You should check out answers with reference to the legal position
Yes I am a contributor on a number of Accountancy sites and forums, although I am not registered as Jay as it seems to became a common name for spammers etc on some sites.
The invoice for payment was provided by the Software Company specifying what software was to be provided and the price.
My renewal date is not for another 2 weeks, and they confirmed the price and date with me. This was the standard price as detailed on the website.
My view was that we entered a written contract for them to provide products for an agreed price, with a deadline being 2 weeks time.
During the telephone conversation I did ask to speak to someone else but this was refused.
At this stage the call ended abruptly, but to be fair they telephoned my mobile and it could have been a disconnected call ?
I have since received a call back from the Company and they agree that the quoted price could be paid.
Whilst the conversation was polite with no apology, the end result was as expected, but still no acknowledgement that the price increase was in the least unfair.
Again thank you for the reply, enjoy the weekend .
Glad you got it sorted Jay, but they wouldn't have had a leg to stand on anyway, the invoice was proof enough. Poor customer service imo, an apology should have been given.
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John
Any advice given is for general guidance and professional advice should be sought applicable to your circumstances.
