From me to BP Petroleum 1st March 2009
Dear Sir/Madam,
Last week I needed to refill my car with diesel fuel. As I approached a BP Service Station I noticed that it advertised diesel at 99.9 pence per litre. This compared with my local service station (selling at the same price) so I pulled in to fill up.
There were three filling nozzles on each row of pumps and an isolated pump at the far end of the forecourt. I pulled up at one of the standard rows of pumps and started filling from the sole diesel nozzle. After I had put in about £45 of fuel I noticed that the pump was charging £1.27 per litre. I stopped filling the car immediately and went inside to both pay and complain to the attendant.
Before I could say anything when I got to the counter the attendant started apologising to me. He said “I am terribly sorry sir, the owners are thieves and rogues, this happens all the time. I am so sorry. There is nothing I can do.”.
I then pointed out that by charging me an extra 28pence a litre they had just lost a customer for life. He empathised and I paid the bill and left.
Now I have started to look carefully I see that all BP service stations in the North of England appear to advertise this low price using the same format billboards. They advertise their lowest petrol price, then beneath that the 99.9p diesel price, and below that the words BP Ultimate.
This is theft, it is dishonest and disdainful of customers. I can’t say that I am surprised that there are companies in the world that would do something like this (clearly attempting to deceive and mislead the customer) but am shocked that BP is one of them.
From BP’s “care” line to me via email 2 March 2009
Dear Mr XXXXXX
Thank you for your email regarding the polesign prices.
Four years ago BP launched a new range of performance fuels under the Ultimate brand which included for the first time in the UK, a second diesel grade. Due to availability of space, only the price of regular fuels is displayed on the pole sign. The price of Ultimate products is displayed on the pumps. This is in agreement with Trading Standards.
Thank you for taking the time to bring the matter to our attention and for allowing us the opportunity to respond to your concerns at this time.
Kind Regards
Linda, Customer Care-Retail, BP Oil UK Ltd., Witan Gate House, 500-600 Witan gate, Milton Keynes MK9 1ES
Email: careline@bp.com, Telephone 0800 402402, Fax No: 01908 853961
internet www.bp.com
My response. 2nd March 2009
Dear Linda,
The dictionary defines “regular” as “customary, usual or normal”. If your customary, usual or normal diesel is advertised then it should be available on all the customary usual or normal pumps. It was not, it was available from a single pump at the end of the forecourt.
The majority of the pumps are selling the “Ultimate” product (i.e. by inference that which is not customary, usual or normal) and NOT the regular product.
Your email has though inspired me to reconsider returning to BP and your obvious passion for great customer service, integrity, honesty and accountability. Upon reconsideration my decision never to darken your doorway again pertains.
I will update my blog accordingly.
…xxxxxx
Tags: BP, British Petroleum
