WWYD re CPW lies

Fenella_Fudge

Hi,

I'm hoping someone on here can give me a little bit of advice.

June 2008 I received a phonecall from Carphonewarehouse offering me an upgrade deal, after 2 phonecalls I agreed to the deal. I collected the phone but left it a couple of months before chasing up on the new agreement offer, as I did the deal before the end of my original contract, so I originally phoned in August chasing up what I had been offered and agreed to in June - XY and Z. They said they had no record of it, I insisted, they listened to tapes and they said I had been offered X and A but not Y and Z, I disagreed, new person listened and confirmed what first person said so I requested copies of calls and turns out I was offered XY and Z.
I'm tired of it now. Its taken about 20 calls on my behalf, they have never called me, and I'm losing the will. H thinks I should take it further and so do I but is it worth it?



FYI - original offer was £30 a month for 18months instead of £35 plus 600mins and unlimited texts plus a £150 cheque.
They eventually agreed to the £150 but nothing else. They said they had listened to the calls where one of the salesman had phoned me up regarding an upgrade; they said I had agreed to 10% discount which I just knew I hadnt. Anyway because I really didnt believe it I requested a copy of the transcript whichI received today.
I have listened to both the initial call and the agreement and not once was a 10% offer made. I am so angry that they have lied to me on numerous occasions.
I've now had 3 invoices from Orange at my old monthly rate plus being charged for going over my original tariff's minutes but when I upgraded I was offered more minutes and unlimited texts.
I'm just feeling so mad at being lied to. Why bother lying for an extra £1.50 discount per month?!
I'm just trying to decide what to do. I will have to ring them up to tell them I have listened to the calls and confirm what I actually agreed to.
I will probably have to ring Orange too so that they are made aware but part of me wants to complain.
Do you think I should write to OFTEL/OFCOM or Trading Standards? Or am I being OTT and should just accept it?
Thanks.

dee79_2

You should definitely take it further if they have lied, and especially if you have the recording to backup what your saying. If you have made an official complaint to their complaints team and it has failed to be resolved, then ask them to provide details of their Alternative Dispute Resolution Scheme. It's probably also worth sending to OFCOM, although I dont think they resolve complaints directly. I would also send a letter of your problems to wathdog. My sisster once had an issue similar to you with CPW, which was resolved. I am also going through their complaints procedure after they accused me of failing to adhere to the terms of a pamynet plan that was setup folowing my phone being stolen and unautherised calls being made.

People in this country tend to let things slide. These companies dont think twice about harrasing us, so I think we should d othe same when they have done something wrong.

diamonds

People in this country tend to let things slide

exactly Brits need to hold companies accountable, then less & less will these things happen - Orange give a 10% discount on your first upgrade by default so thats where the 10% comes in no doubt, I would pass copies of recording & complaint to the [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL] whom will deal with CPW via thier dealer dept & resolve the issue for you aswell as you being out of pocket, ask for the 10% discount from Orange as an upgrading customer to be applied aswell as it should have been anyway

CPW may not get thier commission on upgrade or face a recall from Orange - rightfully so, Orange should not be misrepresented & a consumer should not be conned by any DEALER, CPW or otherwise