Welcome, Guest. Please Login or Register
SAYNOTO0870.COM

<---- Back to main website

 
Home Help Search Login Register

Page Index Toggle Pages: 1
Send Topic Print
BHS 0871 984 4412 Customer Contact Centre (Read 10,815 times)
bazzerfewi
Supreme Member
*****
Offline


Baz

Posts: 580
Barnsley
Gender: male
BHS 0871 984 4412 Customer Contact Centre
Nov 11th, 2015 at 9:16am
 
0871 984 4412 is the contact number for customers order line. I was under the impression that 0871 numbers were not used in customer service any more.

Aa I recall the former Prime Minister Gordon Brown stood up in the house of commons and outlawed their use.

I would appreiate it if a member could let me know the full legality in this regard.

Back to top
 
WWW bazzerfewi aom@blueyonder.co.uk  
IP Logged
 
derrick
Supreme Member
*****
Offline



Posts: 1,124
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #1 - Nov 11th, 2015 at 10:14am
 
bazzerfewi wrote on Nov 11th, 2015 at 9:16am:
0871 984 4412 is the contact number for customers order line. I was under the impression that 0871 numbers were not used in customer service any more.

Aa I recall the former Prime Minister Gordon Brown stood up in the house of commons and outlawed their use.

I would appreiate it if a member could let me know the full legality in this regard.




If I am remembering correctly, sales line are OK but they need the pricing information near the number.

.
Back to top
 
 
IP Logged
 
Ian01
Supreme Member
*****
Offline



Posts: 767
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #2 - Nov 11th, 2015 at 11:12am
 

Where a telephone number is offered for contact about something you have bought, the number must begin 01, 02, 03 or 080. This is covered by Regulation 41 of the Consumer Contracts Regulations 2013 and applies to retailers, traders and passenger transport companies. The rules came into force on 13 June 2014.

In the event of non-compliance, Regulation 41(2) gives the right to a refund of any call costs incurred over and above whatever an equivalent call to an 01, 02 or 03 number would have cost. Non-compliance can also be reported to Trading Standards via the Citizen's Advice national Consumer Helpline on 0345 404 0506.

Sales lines and pre-sales enquiry lines can continue to use 084, 087 or 09 numbers but new Ofcom rules introduced on 1 July 2015 require the Service Charge to be declared in close proximity to wherever the number is advertised or promoted. Callers need to be clear that they are being asked to ring a premium rate number.

http://www.bhsdirect.co.uk/content/contact.asp complies with the rules on declaring call costs but does not comply with the Consumer Contract Regulations.

Back to top
« Last Edit: Nov 11th, 2015 at 11:27am by Ian01 »  
 
IP Logged
 
bazzerfewi
Supreme Member
*****
Offline


Baz

Posts: 580
Barnsley
Gender: male
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #3 - Nov 11th, 2015 at 12:17pm
 
As far as I can make out this service does not comply with regulation post 1st July 2015. Customers are prompted on the web site to make contact via this number and there does not appear to be any disclaimer or caller instruction. It this is incorrect I will contact both BHS and OFCOM to ensure that it is compliant going forward
Back to top
 
WWW bazzerfewi aom@blueyonder.co.uk  
IP Logged
 
SilentCallsVictim
Supreme Member
*****
Offline


aka NHS.Patient, DH_fairtelecoms

Posts: 2,493
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #4 - Nov 11th, 2015 at 12:54pm
 
bazzerfewi wrote on Nov 11th, 2015 at 12:17pm:
As far as I can make out this service does not comply with regulation post 1st July 2015. Customers are prompted on the web site to make contact via this number and there does not appear to be any disclaimer or caller instruction. It this is incorrect I will contact both BHS and OFCOM to ensure that it is compliant going forward

The call cost information appears to be correctly presented, however a 0871 number cannot be used for customer service enquiries.

Enforcement of compliance with this rule is the responsibility of whichever local Trading Standards department handles BHS Direct. As stated by Ian, the Citizens Advice Consumer Service -  0345 4 040506 - is the reporting point for breaches.

Along with ourselves, Ofcom advised the Department for Business on the forming of the regulations, but it has no role in the enforcement of compliance.

Back to top
 
WWW  
IP Logged
 
bazzerfewi
Supreme Member
*****
Offline


Baz

Posts: 580
Barnsley
Gender: male
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #5 - Nov 11th, 2015 at 1:35pm
 
Appologies

After further investigation the 0871 number is used for sales: 0871 984 4412 so may be this is compliant.

I know that many retailers are opting to use the 03 numbers so as to not confuse their customer.
Back to top
 
WWW bazzerfewi aom@blueyonder.co.uk  
IP Logged
 
SilentCallsVictim
Supreme Member
*****
Offline


aka NHS.Patient, DH_fairtelecoms

Posts: 2,493
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #6 - Nov 11th, 2015 at 1:45pm
 
bazzerfewi wrote on Nov 11th, 2015 at 1:35pm:
Appologies

After further investigation the 0871 number is used for sales: 0871 984 4412 so may be this is compliant.


I am inclined to disagree. I see this page - http://www.bhsdirect.co.uk/content/CustomerService.asp as inviting telephone calls for customer service, with no alternative number being offered.

If the number shown at the top of the page is ONLY for new orders, this should be made clear - it is not!
Back to top
 
WWW  
IP Logged
 
bazzerfewi
Supreme Member
*****
Offline


Baz

Posts: 580
Barnsley
Gender: male
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #7 - Nov 11th, 2015 at 5:36pm
 
I have contacted the relvent BHS department via E Mail, I will post results as I receive them.
Back to top
 
WWW bazzerfewi aom@blueyonder.co.uk  
IP Logged
 
bigjohn
Supreme Member
*****
Offline



Posts: 2,316
Gender: male
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #8 - Nov 11th, 2015 at 6:58pm
 
Phonepay Plus  the premium rate regulator warned providers of such services using 0871 and the telcos  running them  about  the effects of the changes here.

https://www.phonepayplus.org.uk/for-business/code-of-practice/code-compliance-up...

The original supplier of the service was Vodafone (Energis) it could have been ported on.

BHS proper complies http://help.bhs.co.uk/system/templates/selfservice/bhs/#!portal/1003/article/265...; having switched from 0844 to 0344 nationwide.
Back to top
« Last Edit: Nov 11th, 2015 at 7:27pm by bigjohn »  

BJ.
 
IP Logged
 
CJT-80
Global Moderator
*****
Offline



Posts: 1,668
London
Gender: male
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #9 - Nov 12th, 2015 at 10:26am
 
BHS Direct is provided by Buy It Direct who appear to use a large number of non-geographic numbers as shown here

Angry

It would seem that they equally do not have a Geographically charged contact number for customer service!
Back to top
 

Regards,

CJT-80

Any comments made are my own and are not those of SayNoTo0870.com
 
IP Logged
 
SilentCallsVictim
Supreme Member
*****
Offline


aka NHS.Patient, DH_fairtelecoms

Posts: 2,493
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #10 - Nov 12th, 2015 at 12:20pm
 
CJT-80 wrote on Nov 12th, 2015 at 10:26am:
BHS Direct is provided by Buy It Direct who appear to use a large number of non-geographic numbers as shown here

Angry

It would seem that they equally do not have a Geographically charged contact number for customer service!

This is interesting. There is nothing on the "Buy it direct" webpages to suggest that post-contract enquiries by telephone are invited. Unlike with BHS Direct, the 0871 number is clearly marked as being a "Sales" line.

The question of whether (especially given the level of Access Charge imposed by the mobile telcos) it makes sense to recover a little of the cost involved in taking orders by telephone through use of a 087 number is a separate issue in itself. The fact that the level of the charge now has has to be declared is a step forward, but greater awareness of the disproportionate level  of the "handling charge" added by telcos is probably required.

(N.B. The need for the Access Charge to be clear precludes the possibility of it being made proportionate to the Service Charge.)

A Service Charge of up to 13p per minute (including VAT) on a 084/087 number goes nowhere near offsetting the cost of an agent handling the call. I see it as nothing more than telcos making their services appear cheaper to businesses, whilst overall they make more from the calls.

Customer service is expensive and the costs have to be reflected in retail prices. Whilst consumers demand lower prices, level of service must suffer. As indicated above, use of 084/087 numbers only offered a modest cost offset, but one effect of its prohibition is to make this method of dealing with customers even less attractive. We therefore had to expect that the Consumer Contract Regulations could cause more telephone helplines to be withdrawn.

It is difficult to argue that an on-line retailer who is dealing only with those who have access to the internet (i.e. email and other means of on-line communication) should inflate its prices so as to be able to offer telephone support. Obviously, we always want the most for the least, but we cannot always get everything we want.
Back to top
 
WWW  
IP Logged
 
bigjohn
Supreme Member
*****
Offline



Posts: 2,316
Gender: male
Re: BHS 0871 984 4412 Customer Contact Centre
Reply #11 - Nov 13th, 2015 at 6:24am
 
They also run Debenhamsplus on behalf of Debenhams  see http://www.debenhamsplus.com/content/about-us

But here they offer an alternative geographical number.
Back to top
« Last Edit: Nov 13th, 2015 at 6:28am by bigjohn »  

BJ.
 
IP Logged
 
Page Index Toggle Pages: 1
Send Topic Print
(Moderators: Forum Admin, Dave, bbb_uk, CJT-80, DaveM)

Website and Content © 1999-2021 SAYNOTO0870.COM. All Rights Reserved.
Written permission is required to duplicate any of the content within this site.

WARNING: This is an open forum, posts are NOT endorsed by SAYNOTO0870.COM,
please exercise due caution when acting on any info from here.


SAYNOTO0870.COM » Powered by YaBB 2.5.2!
YaBB Forum Software © 2000-2021. All Rights Reserved.


Valid RSS Valid XHTML Valid CSS Powered by Perl Source Forge