Free offers.
History.
This one was recently brought to my attention by a UK company, as they tried to
get out of their failure to provide a service that was offered as part of a
package. You must have seen the offers...
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There are many of them, referred to as free offers, but are they really free or
just included in a price?
Psychology
When deciding whether to buy, people will look at all the offers involved in the
deal. Even if marked up as free, items appear to add to the value.
However, when deciding whether to complain about the product not being supplied,
not matching the description or not working, the idea of it being free makes it
seem unfair and mean to complain.
If you do complain, they may try a more direct approach by telling you that:
* It was free.
* No price was paid, there is no guarantee.
* What made you decide to buy the product is not our problem.
Most people will just accept this as true, it seems reasonable... right?
Free?
This idea of it being free is simply an image used to convince people that they
cannot really complain, as they paid nothing for it. However, if you needed to part
with cash to get it, it was not free - it was included in the price.
Also, as it was promised as part of the deal, it forms part of the contract. They
have committed to supplying it.
Reason for purchase
If you made a decision based on their statements and recommendations, which then
turn out to have been incorrect, they are responsible. If they fail to keep their
end of the deal, by providing everything as offered at the time, they are at
fault.
Rights.
Under UK law, a company are committed to supplying any goods they promised. Also,
the usual statutory rights should apply:
They must supply it as promised.
It must be as described.
It must be fit for purpose.
The fact that they call it free should make no difference, as long as it was offered
as part of a package that you did pay for.
Complaining and costs.
If a company try to get out of it, don't be afraid to argue your case.
However, you must consider costs and whether it is worth it. If you need to
contact by telephone, every minute may be costing you money. Premium rate help-lines
not only cost you more, they also make such companies even greater profits.
For more about this, see the
Help lines page.