e2Save Problems Again..

mobilejunkie

Another convert who's crossed over from the decreasing pool of satisfied customers?

Ok. Without knowing the details of the t&c you signed up to - and since you seem pretty vague about those I doubt you even know what they are (the ones with the welcome pack aren't actually the ones you sign up to) - it's impossible to be accurate in advice. However, the letter they have sent you is a standard rubbish letter, stating the claim was rejected since it's outside their claim window. You really HAVE to know precisely what your PROPER t&c say rather than the other variations which have confused you (and more often than not, them!).

If you KNOW what the legal t&c are then whatever they say you have them by the short and curlies (though they'd never acknowledge that). Otherwise you are working in the dark. It may be that when challenged (with the legal t&c or even the later versions they invent - including the ones on your account if you looked them up and copied them, though they change frequently too!) they give a different reason for rejection. If you sent the whole bill you can ignore all the garbage about other details required etc. The key thing is that 1) you sent the claim correctly and 2) it arrived within the legal dates. Then there's more than a fifty percentage chance you'll have to sue for your money rather than have them admit their "mistake" and cough up. You MUST find the legal t&c you signed up to (which you should always copy at the time) to check the claim dates. Failing that, examine very carefully all the other claim date versions and see if you at least complied with those. There is a set of generic t&c on the website if you have a look around; these may also help. Apart from anything else, having several different versions should weaken their case considerably if you sue.

Don't waste your time emailing or writing to the Chief Executive. Get everything together, by all means waste an email to the forum address (they have posted on these threads) when you get it all together, then (presuming that doesn't work unless you're one of the "privilaged few" they pick out to help as an example of how wonderful they really are - yeah, right!) send the LBA to the registered address and off you go, into the growing queue of disillusioned customers who now realise just how awful this company has become.

Berisford

Yes, stay away from the so called 'helpline'.

I fell for it today with an ongoing problem with my final cashback claim.

The guy seemed quite helpful but looking back on it, I'm convinced it was all a sham to pump up the 0870 minutes.

After 25 minutes back and forth with trivial (they knew all this) conformation questions about my account I suddenly found myself talking to some other CS person who wouldn't listen until I'd been the through the 'data protection' charade and then wanted the whole story again!

After I got somewhat exasperated with the situation he confirmed that a cheque would be raised within 28 days.

However, in a situation like that, words are cheap. I won't hold my breath.

They (CPW and its associates) are truly swindlers of the highest order. Their once respected position in the business is long gone I'm afraid.

Take the advice of 'mobilejunkie', once they start to play their games, don't give 'em an inch.

The_Fat_el_Hombre

e2cs wrote: »

Hello Chlamydia

We have read your post above and will be happy to look into this further for you. Please can you e-mail us at [EMAIL="forumsupport@e2save.com"]forumsupport@e2save.com[/EMAIL] with your details and we will respond within 3 working days.

Kind regards

e2save.com
Customer Services

Hi, thank you for the response

At the weekend I e-mailed your customer services team, and yesterday they e-mailed me back. It was quite a helpful e-mail to be fair, although I wanted to confirm a couple of things so have just replied to their e-mail this morning. I will keep you updated with how I get on.

brooks_simon

:rotfl:

e2cs wrote: »

Simon

We are concerned about your comments you have made on this forum and would like to investigate these further and look into possibly resolving your problem. Please can you e-mail us at [EMAIL="forumsupport@e2save.com"]forumsupport@e2save.com[/EMAIL] and we will be happy to look into this further for you.

We aim to respond to any queries within 72 working hours.

Kind regards
e2save.com

You would have thought that a big business may want to provide some compensation, or at least say sorry, however, today after a month and a half.

RE: 079********
From: Customer Support
Sent:
27 October 2008 16:27:03

To:
[EMAIL="******@******.com"]******@******.com[/EMAIL]





.ExternalClass .EC_shape{;}.ExternalClass a:link{;}.ExternalClass span.EC_MSOHYPERLINK{;}.ExternalClass a:visited{;}.ExternalClass span.EC_MSOHYPERLINKFOLLOWED{;}.ExternalClass p{;}.ExternalClass pre{;}.ExternalClass span.EC_HTMLPREFORMATTEDCHAR{;}.ExternalClass p.EC_MsoNormal, .ExternalClass li.EC_MsoNormal, .ExternalClass div.EC_MsoNormal{margin-bottom:.0001pt;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass a:link, .ExternalClass span.EC_MsoHyperlink{color:blue;text-decoration:underline;}.ExternalClass a:visited, .ExternalClass span.EC_MsoHyperlinkFollowed{color:purple;text-decoration:underline;}.ExternalClass p{margin-right:0cm;margin-left:0cm;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass pre{margin-bottom:.0001pt;font-size:10.0pt;font-family:'Courier New';}.ExternalClass span.EC_HTMLPreformattedChar{font-family:Consolas;}.ExternalClass p.EC_ecmsonormal, .ExternalClass li.EC_ecmsonormal, .ExternalClass div.EC_ecmsonormal{margin-right:0cm;margin-left:0cm;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass p.EC_ececmsonormal, .ExternalClass li.EC_ececmsonormal, .ExternalClass div.EC_ececmsonormal{margin-right:0cm;margin-left:0cm;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass p.EC_ececmsonormal1, .ExternalClass li.EC_ececmsonormal1, .ExternalClass div.EC_ececmsonormal1{margin-right:0cm;margin-left:0cm;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass p.EC_ecmsonormal1, .ExternalClass li.EC_ecmsonormal1, .ExternalClass div.EC_ecmsonormal1{margin-right:0cm;margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass p.EC_ececmsonormal2, .ExternalClass li.EC_ececmsonormal2, .ExternalClass div.EC_ececmsonormal2{margin-right:0cm;margin-left:0cm;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass p.EC_ececmsonormal11, .ExternalClass li.EC_ececmsonormal11, .ExternalClass div.EC_ececmsonormal11{margin-right:0cm;margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;font-size:12.0pt;font-family:'Times New Roman';}.ExternalClass span.EC_ecmsohyperlink1{color:blue;text-decoration:underline;}.ExternalClass span.EC_ecmsohyperlinkfollowed1{color:purple;text-decoration:underline;}.ExternalClass span.EC_echtmlpreformattedchar1{font-family:Consolas;}.ExternalClass span.EC_ececmsohyperlink11{color:blue;text-decoration:underline;}.ExternalClass span.EC_ececmsohyperlinkfollowed11{color:purple;text-decoration:underline;}.ExternalClass span.EC_ecechtmlpreformattedchar11{font-family:Consolas;}.ExternalClass span.EC_ececemailstyle2011{font-family:Calibri;color:#1F497D;}.ExternalClass span.EC_ececemailstyle2211{font-family:Arial;color:navy;}.ExternalClass span.EC_ecemailstyle321{font-family:Calibri;color:#1F497D;}.ExternalClass span.EC_ecemailstyle341{font-family:Arial;color:navy;}.ExternalClass span.EC_EmailStyle46{font-family:Calibri;color:#1F497D;}.ExternalClass span.EC_EmailStyle48{font-family:Arial;color:navy;}.ExternalClass ins{text-decoration:none;}.ExternalClass span.EC_msoIns{text-decoration:underline;}.ExternalClass span.EC_msoDel{text-decoration:line-through;color:red;}@page Section1{size:612.0pt 792.0pt;}.ExternalClass div.EC_Section1{page:Section1;}Dear Mr Brooks

Thank you for your email to our Customer Support Team regarding your month 12 cashback claim for mobile number **********.The Royal Mail reference you have supplied shows that a claim was received by ourselves but it doesn’t show the date the claim was delivered. I have spoken to Royal mail who confirmed the delivery on the 6th October but it seems this never reached our processing team.

I have spoken to our processing team and the month 12 claim has now been accepted. Please allow 21-28 days for the cheque although it may be sooner.

I apologise for any inconvenience caused to you by this issue.

Should you have any further queries regarding the information in this email, please do not hesitate to contact our Customer Service Team on 0871 522 3400 or for Cashback queries contact 0871 522 3403 and we will be happy to help you.

Kind Regards,


**** *******
Customer Support Team


72 Hours, Its now been a month and a half and still have had no response from e2save [EMAIL="forumsupport@e2save.com"]forumsupport@e2save.com[/EMAIL] who asked me to contact them regarding this issue on these forums within 5 mins of posting my original post.

Thankfully this nice person from e2save did finally solve my issue after 1.5 months of communication, about 12 emails, 6 recorded delivery complaint letters, 2 special delivery letters and no phone calls (coz you'll never get through to them!!!!!!!).

Thanks for your interest in this post all people who want to save money and will avoid buying from e2save

..............and thanks for your lack of interest in my repeat business; e2save

CASE CLOSED.





Simon

:T

mobilejunkie

Showing their true colours again I see. After all that they still expect you to allow another 28 days for their precious cheque. Why didn't you simple sue them as they deserve?

A warning to others not to be fooled by their rare and thin offers to "help" on here. Amazing how many claims get delivered but go unrecognised by them until you can prove delivery...

Chalk another one up for the "stay away" brigade...

kenobi

Hi everyone, first post here.
I bought my phone from e2save on the 26th May 2008.
I have my first cashback claim (6th month) coming up. Logging into my e2save account it says

Send month 6 claim between 01st Oct 2008 and 01st Nov 2008 87.03 Send month 8 claim between 01st Dec 2008 and 01st Jan 2009 87.03 Send month 10 claim between 01st Feb 2009 and 01st Mar 2009 87.03 Send month 12 claim between 01st Apr 2009 and 01st May 2009 87.03
So I have 2 questions:

1) My 6th bill arrives after 27th Oct. This gives me a very small window to send it before 1st Nov. Is this the catch; that I have to send it within that small time frame?

2) The address on my vouchers is:
e2save Cashback Claims
PO Box 8840
Loughborough
LE11 9EL

but the address they mention on the help with cashback section on the e2save website has a different address:

Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX

So which address should i be sending it to?

Appreciate any help/advice.

Thanks
Ken

mobilejunkie

A bit late to start asking those kind of questions. If you don't understand all the "catches" after 5 months months you really shouldn't be doing this.

Since I am not privilaged to the t&c you actually signed up to (read the threads) it's impossible to abnswer 100%. However, I suspect you have a 60 day claim window and that may be from the bill date. Again READ THE THREADS - the on-line account dates are usually WRONG; in your case they are PARTIALLY correct. DON'T do deals with this company again - OR do ANY cashback deal unless you can answer those questions (and many more like them) BEFORE you go ahead

http://forums.moneysavingexpert.com/showthread.html?t=558661&page=1

I bothered writing it - people should bother to read it.

Fortyfoot

Everyone should now complain as set out below -

Contacting Ofcom

Head Office

If you want to write to Ofcom, our head office is:
Ofcom
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

If you want to complain to Ofcom please call us on 020 7981 3040 or 0300 123 3333.
Switchboard: 020 7981 3000 or 0300 123 3000
Fax: 020 7981 3333

Textphone: 020 7981 3043 or 0300 123 2024 - Please note that these numbers only work with special equipment used by people who are deaf or hard of hearing.

If you need local directions to get to our office please view our online map.

Fortyfoot

mulerider

kenobi wrote: »

Hi everyone, first post here.
I bought my phone from e2save on the 26th May 2008.
I have my first cashback claim (6th month) coming up. Logging into my e2save account it says

Send month 6 claim between 01st Oct 2008 and 01st Nov 2008 87.03 Send month 8 claim between 01st Dec 2008 and 01st Jan 2009 87.03 Send month 10 claim between 01st Feb 2009 and 01st Mar 2009 87.03 Send month 12 claim between 01st Apr 2009 and 01st May 2009 87.03
So I have 2 questions:

1) My 6th bill arrives after 27th Oct. This gives me a very small window to send it before 1st Nov. Is this the catch; that I have to send it within that small time frame?

2) The address on my vouchers is:
e2save Cashback Claims
PO Box 8840
Loughborough
LE11 9EL

but the address they mention on the help with cashback section on the e2save website has a different address:

Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX

So which address should i be sending it to?

Appreciate any help/advice.

Thanks
Ken

Hi Ken,

I also ordered a phone with E2Save on the 26th May (this is one of four contracts I currently have running with E2Save) so I do know what I'm talking about.

The details of the deal are below:

Package 1
Sony Ericsson S500i Copper - FREE
O2 600 min + 500 sms 18M @ £35.00 / month This is a 18 month Service Agreement.
12 Months FREE by redemption - FREE Credited by redemption.
1 Month FREE Insurance (£5.99 pm thereafter, can be cancelled) - FREE
VIP Gadget Helpline FREE for 1 month (£2.99 a month thereafter) - FREE


BELOW ARE THE ACTUAL T&Cs OF THE DEAL:

REDEMPTION INFO (12 Months FREE by redemption):
YOUR CHOSEN PLAN – with our Special Offer!Offer Summary:

18-month contract with O2 'O2 600 min + 500 sms 18M' on a basic monthly line rental of £35.00 per month.

Our Offer:

12 Months FREE by redemption
Saving £420.00 (over 18-month period)

Effective average monthly rental - £11.67 (over 18-month period)

Please note: the above calculations are based on the basic line rental and do not include billing.

GETTING YOUR CASHBACK – it's really easy! - IS THIS A JOKE??
(But remember to follow the rules below)Your £420.00 cashback needs to be claimed by you in 5 stages as detailed below.

Claim 1 – Send in the bill dated 6 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

i.e. If you purchased on the 1st April 2008, you need to send in a bill that is dated within September 2008, your claim window is 60 days from the date of that bill.

Claim 2 – Send in the bill dated 9 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

Claim 3 – Send in the bill dated 12 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

Claim 4 – Send in the bill dated 15 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

Claim 5 – Send in the bill dated 18 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.


BELOW ARE THE INCORRECT CLAIM DATES IN THE 'MY ACCOUNT' SECTION ON THE WEBSITE.

Offer BreakdownYou GetSend month 6 claim between 01st Oct 2008 and 01st Nov 200884.00Send month 9 claim between 01st Jan 2009 and 01st Feb 200984.00Send month 12 claim between 01st Apr 2009 and 01st May 200984.00Send month 15 claim between 01st Jul 2009 and 01st Aug 200984.00Send month 18 claim between 01st Oct 2009 and 01st Nov 200984.00
My first claim is clearly 6 calendar months after connection making my first claim date around the 26th November!

I can see how easy it is to get caught out with so much conflicting information, I have saved emails from the Customer Support Team who have also confirmed the above incorrect claim dates and proves how incompetant this company has become.

Ken I assume your claim dates will be the same but if you do need any further advice let me know. The important thing is the email that you should have received on the 26th May when you completed your order. You should have an email detailing the order and offer details and a seperate email with the T&Cs of the offer.

DON'T BUY FROM E2SAVE IT'S NOT WORTH TAKING THE RISK ANYMORE.

AKA Mulerider

MightyMen

mobilejunkie wrote: »

I get replies; it's just that they are written by imbeciles.

Mate, just wanted your advice because I've noticed you making a string of helpful posts.

I was interested in this deal here: https://www.secure-mobiles.com/checkout/checkout.php?SECURESESSID=uadhqi50r262tqjineaoefobp7

Do you think I should just forget it because E2S are untrustworthy and won't give the cheque after 28 days like they say they do?

EDIT: After reading posts from Mulerider et al, I don't think I'll bother with this. Better to be safe than sorry.