
Gas is in the news today because the prices are still spiralling up through our nicely insulated roofs so it seems a good day for your Recruiting Officer to take British Gas and give them a hearty proverbial kick up the backside.
I don't know if anyone has recently had a quote for a boiler or central heating installation from British Gas, however it seems the whole thing goes a little like this:
Person needing new boiler: "Ah, I need a new gas boiler/central heating system. Look at this offer in the paper for British Gas, they are offering a £400 discount/3 years free central heating cover at the moment. I'll give them a call. *Reaches for phone*
Soon afterwards a sales person from British Gas calls at your house and advises you on what they think would be best (read: maximise amount of work), making general comments like 'well, you should really have this' when you really
need no such thing.
Then they get out a laptop and printer to provide you with a quote. This is the clever bit. The laptop runs an application that the British Gas salesperson can easily enter all sorts of information into, like, 'new boiler: this type' and 'number of radiators: such and such' - even, for all I know, 'customer gullibility rating: low/medium/high'.
Now I say it's clever because a lot of information apparently goes in, but just one figure comes out. This is called 'Boiler (incl. installation)' and let's pick an arbitrary figure, say £4,786. This figure includes the cost of boilers/radiators/materials/fitting/admin and so on and it is apparently the law of British Gas that this figure must not be broken down into its constituent parts in front of a customer, lest the great gas demon pop out from the nearest outlet pipe and smite them in a fiery and potentially rather painful way.
The sales person then prints some bumf out on the printer, but writes the bit you need to sign, the 'Quotation and Contract', out by hand (interesting, considering the amount of tech that has landed on your coffee table).
The second interesting thing happens here. Apart from this one 'all inclusive' figure, they can now add extra things your installation might need under ther headings 'Additions' and 'Optional Extras'. This might include the cost of removing your previous central heating system, for example, or any extra twiddly bits you want. Well, 'sell me up' indeed. If you are having central heating fitted the location and number of radiators are also listed, but not the cost because that is included in the 'all inclusive figure'. Are you still with me?
The final bit is the bit where they ask you to sign up if you are happy to proceed and this is the time to ask: "What about the discount you are advertising at the moment. This could well be met with an answer like "well, that only applies to certain systems, not the installation you need - the computer has come up with a price and that's that, it's all included, you see? We can start a week on Monday."
Umm, no I don't entirely see, but you're saying this is it, take it or leave it. I've even asked you if I can have a think about it and now you've said that means you'll have to come back and that could be a while and...
Anyway, if you are elderly or infirm or it's November and your boiler has just blown up, this is the point where you likely say, 'Okay, please go ahead, here's my credit card for the deposit." The British Gas system then rolls into action and you get your new boiler and so forth.
I have witnessed this process recently and having seen the invoice that comes in after the work has been done, it equally itemises nothing to do with the job. This particular invoice was paid promptly, which probably goes some way to explaining why whenever I have phoned British Gas since November to ask for a breakdown of it they haven't been very interested in doing it.
After e-mailing them at the end of January they e-mailed me back yesterday and then phoned me to try to sort things out and today, after telling me the jobs are costed as a 'pack' and they can't break them down I questioned why VAT is charged at different rates - 17.5% and 5% on their invoice with no explanation. I was told this would be because certain 'energy efficient' items are charged at a lower rate of VAT. Could I be told what these items are? "Yes, but I'll have to go through the breakdown of the bill."
Lying - and possibly thieving - bastards. I rest my case.