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Sadly I would have to agree, quite often engineers are unaware of the details of the contracts and make their own assumptions. You could say that the engineers boss should make sure that he is familiar with all the contracts out there. But I would it his his job is to engineer and not terms and conditions, IMO he is trying and make himself look good in front of a customer, its true that the customer is the ultimate bill payer but £30pm wont pay his wages alone. Very few of my engineers are familiar with the terms of customers contracts mainly because we have several types of contract and it would be difficult retain all the ins and outs of every contract out there . We also have the one off deal where the installation is cheaper but the customer pays more per month, and one off deals where customer pays more up front but everything is covered. If the engineer is unsure of the terms he should say nothing, but presenting a completely opposite opinion to his boss is just putting his own job in jeopardy for sure.