actinic support contract

[wesleythorne]

hi, i have just received a phone call from actinic telling me that last year we have underpaid our subscription by about six months, we have had this cover for over two years and pay so much by direct debit a month, Actinic have told me they have worked out the figure wrong and i should have paid more, they now want to back date it and charge me the additional.
Has anyone else had this issue?
As far as i am aware for the last two years we have paid x amount per month and that should be it. The last couple of months payment shave gone astray as we moved bank and actinic did not update their end despite a letter from our new bank with a change of direct debit mandate. i do not mind paying these months obviously as it was a change of bank account, but a previous years cover!

I know have to wade through the last 12 months bank statements to find out what we have paid and what they want.

[jont]

they have worked out the figure wrong and i should have paid more, they now want to back date it and charge me the additional

If they quoted you a price that is the price you pay - if they have now spotted they quoted incorrectly surely any increase should be from now and not back dated? The money for the months when the bank details changed obviously needs paying by you as it is owed. I would dig out the original agreement and show them you have been paying the amount asked in good faith.

[fleetwood]

Legally, I'd say it depends if they quoted incorrectly, or whether they quoted the correct price, but set up the direct debit incorrectly (for less than they quoted).
In the first instance, they haven't a leg to stand on, in the second, I'd say you (from a legal standpoint) owe them the money.

From a customer PR standpoint, whichever the scenario, I'd say they'd be better off just writing off any loss of revenue as their own error!

If your using V9, you could of course counter with - I have actually overpaid, as the software isn't actually ready yet

[leehack]

Move to Austria and grow a moustache, they'll never find you.

[jont]

Move to Austria and grow a moustache, they'll never find you.

Move to Australia and wear a vest, they'll never find you.

[wesleythorne]

will. let you know how it goes, i have just received a excel file from actinic with a breakdown of monthly costs, we are in talks as they say.
Kind Regards
Wesley

[wesleythorne]

hi, i am pleased to say this has now been resolved and actinic have been very helpful. the short of it is actinic had a new system in place and i was on the old manual system, something went wrong at their end but they have sorted it out now and we are both happy.
Kind Regards
Wesley

[chris ashdown]

Wesley

Just a query, I was wondering, if with around here more sweet shops are offering the old sweets for sale over and above their traditional mars bars and their like, If it was hitting you in sales or just helping the whole market in sweets (more choices)

[wesleythorne]

well our sales are up, we do have of regular customers and having a real sweet shop helps!
We set up about five years ago on-line, back then there were only two others,at last count there were about 100, we do get offers from other websites that are selling up. We are not the cheapest but we do offer good service and quality products.
The problem is sweets sound nice, but in reality they are heavy, costly to post and stock control is always an issue. Sweets are always changing and come in and out of stock daily, plus there is no hurry with suppliers, most shut down this time of year for holidays!
If you look on ebay there are sites selling sweets at such a low price it is not worth while being in business, i suppose for some its just extra income like a car boot sale.

[TraceyHand]

Wesley, I could have written every bit of that myself!
But....we're both still in business and growing, eh?
So we must be doing something right

[wesleythorne]

i hope so, lunch time now and no sweets for me, do you know i received a big box of samples today but there's not much in there i fancy, apart from a huge chocolate cigar which i am saving for a special day!

[TraceyHand]

mmm..samples..
ok, I'm in the wrong business
*looks up setting up a chocolate store online*
hehe

[gabrielcrowe]

huge chocolate cigar

pwnage! you can pretend to be Hannibal from the A-Team, but more chocolatey.

[jont]

We receive "parcels" from Swizzels Mattlow as we supply Mr M from the second half of the equation. The whole office buzzes for a week from teeth rotting fun

[chris ashdown]

Wesley

Great to hear that a good site like yours can beat the competition.

Must say I like the idea of samples