Anybody have their NCT appointment cancelled by NCTS at short notice? Had mine cancelled when on the way to centre didn’t see the text whilst driving. Arrived was told by tech that I would receive a free test on rebooking. NCTS we’re having none of it said I’d have to pay blaming Covid19 situation.
Anyone else experienced this?
I don't understand. You say you have a text from NCT saying they decided to cancel your test, their decision, yet NCT won't reschedule for free?
Typically if you decide to reschedule you need to give 5 working days notice (a week)
NCT may cancel appointments if say their staff are sick or machines broken. You should get free retest
I was told an operative went home sick at the centre. This is the final answer I received from Applus:
Whilst I appreciate your comments, I can confirm NCTS will provide a free NCT Inspection where the reason for cancellation is within the remit of NCTS. Unfortunately, COVID 19 is outside the remit of NCT, and on that basis, NCTS would be unable to facilitate a free NCT Inspection.
Absolute disgrace blaming Covid to over ride their customer charter. Presumably any staff member going sick or just simply not turning up is outside their remit as well so in effect customer charter null and void.
Did you pay for the cancelled test already?
If the NCTS cancel the test at short notice, you get your test for free. It happened me about two months ago, test got cancelled with 2 days notice. So my re-booked test was done free of charge.
That’s what I was told at the centre but on rebooking test I was informed that no free test would be given. This is the exact reply I received:
“Due to operational reasons as a result of Covid-19, your test inspection was cancelled. During these difficult and unprecedented times, issues will arise that are not specifically covered in our Customer Charter and we must take appropriate action to protect our customers and staff alike.
Regrettably I am unable to accede to your request for a free inspection to be provided.”
Does this make any sense to anyone else? The test centre seemed overbooked when I arrived one man told me he had been there for an hour. How can they blame their own problems on unprecedented times and dishonour their customer charter?
I love the way they mention their charter, in that case they should perhaps read it themselves, in particular part 14 of their charter:-
If NCTS cancel a prearranged booking and do not give the owner of the vehicle 5 working days’ notice, a new test appointment will be provided free of charge.
It is not subject to qualification, they cancelled it, the reason on their end is inconsequential, the charter does not require specific reasons other than they themselves cancelled so it is covered in their charter contrary to what they claim, the booking terms and conditions also have no force majeure type cop out terms for them to fall back on.
Tell them don't want a free test, you want the one you paid for.
It's not a free test at all. In fact it's costing you more since you already were on your way there. What a shower of pricks.
You could lodge a complaint with the RSA.
It won't cost you anything and it looks like you have a good case as they are in breach of their charter.
I assume you have not been charged for the initial planned test and basically what they are saying is you dont now get a "free" test you will just be rescheduled and then charged for that new test so its one charge.
The Charter obviously wasnt written with Covid in mind and expected cancellations to be rare occurrence. However Covid has a much bigger impact if one of their testers tests positive and has a number of "close contacts" in the center they may all be out for a few days so the impact is going to be significant. I think its reasonable in that case that you dont just give everyone a free test because it needs to be rescheduled - there would end up being thousands of free tests been done.
They should really be adding an asterisk \ disclaimer to the Charter for covid then, it's not like we're one month into the lockdown.
As has been suggested I imagine that you do not get the test free but would not have to pay a second time
Also I wonder what latitude they are allowing to customers who miss appointments due to Covid19.
I think the OP is being obtuse. They never paid for a test. They are looking for a "free" test on the basis that the NCTS customer charter says so.
In fact like any reasonable organisation they will provide a free test if the NCTS are at fault. Clearly one of their staff is off sick with Covid which is not within the power of the NCTS. Therefore it is not included in the customer charter as a reason to get a free test.
The OP has been (in a minor way but expect some added information as per boards tradition that it cost thousands/sick child/insert outlandish reason here) inconvenienced by Covid-19 and expects the NCTS to pay their test (or in fact other people to subsidise their test) for some reason. I think the OP is the unreasonable one here.
The OP didn't decide he was entitled to a free test he was offered one by an employee of the company.
They then reneged on the offer citing Covid 19.
What are the grounds under which the NCTS cancel a test "within their power"? One of their staff could be off sick with flu, is that within their power?
Does the NCT provide a refund \ free reschedule if a customer has to cancel because something happened not within their power the day before the test?
And according to this post, the charter does not even have that clause: