O2 CPW - Steer Clear!!

John_M_Business

Hi

Just as a warning to anyone thinking of taking up a new contract with CPW... you don't know what you're in for when it comes to leaving. I've had contracts with Orange, T-Mobile and various other operators and NOTHING, I mean NOTHING compares to the deliberate 'incompetence' of CPW retentions.

It's a long story - but here are the bullets:
- I need a new phone urgently as the current one isn't charging properly
- Decided on the handset I wanted, but it's on Voda, so CPW can't do anything
- Called them early/mid-November and was met with the usual poorly-trained aggressive hard-sell dealmerchant who made various threats and lies to keep me with them. Who was supposed to call me back...
- Called again and, after going through the usual grilling, eventually was told that I'd have to send a letter in to a particular address
- Letter was sent in 16th Nov, so arrives 17th. Therefore PAC should be with me latest on the 23rd Nov.
- Get a call early the following week from retentions (not the PAC number!), referring to the letter and giving the 'are you sure' message (and the usual 'you really want a phone we can offer you' sell for the third time)
- Politely said 'PAC please'
- Waited
....
- Waited
- Called on the 1st December... "sorry mate, your letter never arrived, should have sent it registered, your fault.... etc." However was able to get the 'cancellation' done on that day
- Waited to Friday 5th when it should have arrived, called again, was told "terribly sorry it was processed at 6.05pm on Monday 1st - so it counts as Tuesday", so the (maximum) time limit is 72 hours from Tuesday which is Monday 8th...
- Monday came and went
- Nothing in Tuesdays' post or by SMS, so sent in a complaint letter first class
- Nothing Wednesday
- Nothing Thursday

So, it has taken almost a month to get absolutely NOWHERE in terms of moving from CPW... no answers... no apologies... and definitely no PAC code. So, by delaying me and earning an extra few quid out of me, they have ensured that when I come to change phone the last place I am going (either online or offline) is the CPW - I cannot trust them anymore. And when my contract on the other phone I have is over (with them too!) then that will be two customers 'lost' for good.

So, as a buyer, if that's what you want to experience with CPW - go ahead. But just be advised that you can get ANY of their deals matched by the competition - so their customer stays or leaves based on the service received. And I, FWIW, am leaving for good.

Also, on an associated note, I can see from other threads that I'm not the only one! If I don't hear from them by the weekend, I am going to OFCOM.

TiTheRev

So nothing to do with o2 then?! The thread title is a bit misleading

mobilejunkie

CPW are renowned for their lack of willingness to let people cancel a contract - there's a mountain of such examples on other threads. Although it's no longer possible to take out new contracts with them (only to "upgrade" existing ones") it is no bad thing to draw it to peoples' attention once more. It should also provide yet another warning of the depths to which this whole organisation has sank. They are absolutely appalling in many other ways too. There are those still to find that out (numbers dimishing regularly) and I can only repeat yet again; don't go near them with a barge pole and if you're already there don't trust anything they tell you. Cover yourself in writing at every turn and be prepared to sue. There are now no depths to which they will not stoop once they select a customer for their wonderful "special treatment".

John_M_Business

TiTheRev wrote: »

So nothing to do with o2 then?! The thread title is a bit misleading

Sorry, I think it's reasonably clear - at least your post will clarify...

benbranson

John_M_Business wrote: »

Sorry, I think it's reasonably clear - at least your post will clarify...

You're right, it's very clear and correct. The service provider is CPW, the network provider is O2. CPW effectively buy the network time from O2 and sell it to customers.

So when you come to dealing with customer services you are talking to CPW not to O2.

jay213

yeah Ive heard a lot about CPW I know somebody who works in their insurance department lifeline and he says that you should never get insurance with them, they ripping people of all day he says, missing letters, faxes, people getting charged countinuosely for phone insurance for 3 years even though they had 12 or 18 mth contracts. they say read the 'small print' needless other things i just cant remember at the moment

off topic i know