Gone wrong with Claim, Anything I can do?

Cviji · 22 September 2007 at 10:41AM

Hi there, I ordered my first cashback phone about four months ago, however it appears ive gone wrong and sent a bill to early. I was connected on the 24th of may, and receive my bills around the 4th of each month. I have to send of bills of month 4, 6, 8, 10 and 12. I send bill number four off recently with voucher for month 3/09/07 to 3/10/07 (received 4th of sept) however onestopphoneshop have sent me a letter saying I have sent it to early and that all claims thereafter are invalid and so I wont receive any cashback whatsoever. They justify this and quote from their terms and conditions that

"when a valid claim has not been received by us within one calender month of required bill you will not be entitled toany part of cashback offered."

But I havent not sent my claim within one calender month as ive sent it too early not late, but does this still stand?

Is there anything I can do?

mobilejunkie · 22 September 2007 at 10:48AM

They are incorrect. You can still claim starting on 24th September (but the bill must be no older than 28 days when they receive it). I suspect it's a standard letter - they don't think or read much nowadays. Try calling them. If they STILL say you can't claim (which I rather doubt they will) you should keep everything and send the claim at the RIGHT time recorded delivery (if not special under the circumstances). Assuming this was a price-match deal you must send the original bill, so you only get one chance with that. Should they then refuse to pay you are quite entitled to claim ALL the cashback via the courts - and it should be pretty easy. One other thing; I hope you got more than one copy of the claim form. If not there is a way round that!

This is just the START of what I've been warning about with the price-match deals. MAKE SURE YOU UNDERSTAND HOW THEY are working rather than anything you see in writing in relation to these claims! I DID warn people many times about this - E2Save will be next!!

Cviji · 22 September 2007 at 10:53AM

Ive just tried phoning them but they are closed so ill try on monday. Thankyou for your post, appreciate it as ive been worrying about this this morning and it was in danger of ruining my birthday!

mobilejunkie · 22 September 2007 at 11:01AM

Don't let it. They can't possibly get away with this one unless you let them. Try the softly softly approach first before you go with both barrels. I have sent you a personal message. You may consider adding "CPW - " at the start of your thread title so that people know which company has done this! It's likely to be of interest to many people with deals through various parts of the company!

balusri · 22 September 2007 at 1:09PM

Hi.. I have a similar situation. I got my phone from OSPS in price match deal on 21st May. I am about send my first cashback voucher. In the terms, it says that the bill should be around 120 days after the connection date. I get my bills on 4th of every month. So should I wait for my 4th Oct bill to come or should I try the 4th Sep bill? If anybody have received any cashback under price match deals, PLEASE help me out.

bobstheboy · 22 September 2007 at 2:21PM

The 4th of September will not be 120 days will it ? October will be the one.

Bob

mobilejunkie · 22 September 2007 at 2:29PM

Ignore the written t&c if you go by what they are actually using. They have to receive your September bill by 2nd. October. However, if you want to cover both those t&c AND the legal ones, send the October bill before 17th October (assuming you ORDERED on 18th May).

keith1950 · 22 September 2007 at 4:40PM

Hi, I dont really get all this complication about dates/ bills . I mark each bill 1 or 2 or 3 etc. as I recieve them and as soon as I get to the right one, e.g. number 5 then I IMMEDIATELY send the correct number (depending on which company) by special delivery. So far I have completed 9 cashback deals totalling around £2600 without any problems , other than recieving the cheque a few days late. As long as you pay attention to detail it seems to me that there is no need to even think about dates. Sent the right bill/bills (in sequence) immediately you recieve them. Dont over complicate things.

mobilejunkie · 22 September 2007 at 4:48PM

I repeat for the 50th time (or more). Things have changed. If you don't get it you will "get" unstuck! Bill numbers mean nothing! Two people have now found that out today to their cost after thinking the same as you! Of course, if you send the correct bill immediately you will be ok. the question is, what is the correct bill NOW and whether "immediately" is good enough; THAT depends on the individual details - which it did not before! NO-ONE has correctly been ABLE to send the "right" bill yet under the t&c we are talking about. We will see soon enought the true effects of all this WHEN they do!

The common mistake (yet again) most people are making is assuming that what happened before still applies. It doesn't! The nearest thing to proof which I can provide are the two people whose TOTAL claims have been rejected today even though they merely sent their FIRST claim in early. By the time the s***t hits the fan it will be a bit late to draw this to peoples' attention. Hence all my warnings for the last month or more.

opas · 22 September 2007 at 5:55PM

I totally agree mobilejunkie, I've probably saved around £2,000 for my family on these cash back deals in the past 2 years. We had 3 contracts coming up for renewal in August and September this year and I was in disbelief at just how hard they are now making it to claim back on these cash back deals. These T&Cs re: dates of connections relating to what bill you need to send in for your claim really mess people up - the definitions of what is the correct monthly bill are now so ambiguous it is ridiculous.

I like to think that I know what I'm doing when it comes to these things but this year I've decided not to touch the cash back deals with a barge pole. I've managed to wrangle decent retention deals from the companies directly - nowhere near as good as my usual 12 months free on a 12 month contract but I'm going to have a year off, save the stress and look at what the market is doing next year. If the T&Cs look a little more reasonable then I will go back.

I had a nice run with it but I'm not signing up for their deals unless I'm 100% sure I know how to play and beat them at their game.

Cviji - I hope it all works out for you.

radiumman · 22 September 2007 at 9:35PM

mobilejunkie wrote: »

Of course, if you send the correct bill immediately you will be ok. the question is, what is the correct bill NOW

1st question:
MobileJunkie, do we already know what is the correct bill for the contracts starting now? Or do we understand the rules from the reported experiences on MSE?

2nd question:
The "calculator" e2save provides says: claim at months 6, 8, 10, & 12 and so does another PDF in the term & condition section of their website (see below)
http://www.e2save.com/popups/supportPop.php?id=139
http://www.e2save.com/popups/Chequebackform.pdf
However, when you follow the process of buying a phone, they say: claim at months 4, 6, 8, 10 & 12 (see example below):
http://www.e2save.com/popups/giftinfo.php?giftcode=DPLR437666

What's the right condition?

Question 3:
I couldn't find the "price match" conditions everyone is talking about on their website (any link?). Would you recommend suscribing to one of the e2save offer now (sept 07 for futur readers) ?

Regards,
Laurent

Gone wrong with Claim, Anything I can do?

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