NEC e616V JUST £29.99 at CPW!!!

Jaws_2

I assume you are all using the alternative numbers to phone CPW (http://www.saynoto0870.com/company_search.php)
If you use call18866 it will only cost you a penny per call, which takes the sting out of being put on hold!

Alternatively you could use one of the numbers which allow you to record your calls, such as Registered Call (http://195.38.93.170/jackrussell/default.asp)

Good luck - I had 'dealings with CPW in the past and vowed never to buy from them again.

anglojock

Just an update on my situation. I took my phone and voucher back to my local CPW shop and expained to the guy in the shop. He couldn't have been more helpful however after he tried calling the "E" sales team they also hung u pon him aswell and after calling back to speak to the guy he called before he was told they had no record of him. It took almost an hour and a very patient CPW shop employee for me to get the refund on my phone which the shop did there and then however they advised me that the "E" sales team were refunding the £15 airtime voucher. I explained that if the £15 was not credited to my credit card account by Monday I would be back in to chase it up. Can I suggest that everyone takes this tact and returns the phone to their local shop bbecause as I was there complaining the shop employee wasted an hour of his time (and mine) whistl the queues built up in the shop and a lot of potential customers turned and left after hearing my complaints. I wil keep you posted on the £15 voucher refund

minman_2

Update

Just spoke to Steven Stracken at Carphone Warehouse. Told me there was no difference in the cameras between the e616 and the e616v. Offered a full refund. I explained that I'd bought these as Christmas presents, so couldn't wait for the refund - asked for £15 overcharge (on each of the two phones I bought) to be credited. He point blank refused, saying no-one had been given a refund except where the phones were returned. He also said that their legal bods had advised that they were only obliged to offer a full refund and that there was no other course of action that could be taken (other than to keep the phones and pay the £15 on each).

A bit like talking to a brick wall :-(

SaleHunter

Just been looking at their T&C's, might explain why some of us did'nt get our phones. But dosen't explain why they are sending out lower spec phones repackaged as the ones advertised, nor does it explain why you can be charged for an item that was not originally offered or requested (£15.00 top-up voucher)

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4.3 We reserve the right to withdraw any Goods or Services from the Website at any time and/or remove, screen or edit any materials or content on the Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time in our sole discretion. We will not be liable to You or any third party by reason of our doing any of the following: withdrawing any Good or Services from the Website whether or not those Goods or Services have been sold; removing, screening or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

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8.3 You acknowledge that any automated acknowledgement of Your order which You may receive from Us shall not amount to Our acceptance of Your offer to purchase Goods or Services advertised on the Website.

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8.4 Despite our best efforts, a small number of the numerous products and services on our website are mispriced. However we verify prices as part of our dispatch procedures. If a product's and or services correct price is lower than our stated price, we charge the lower amount and send you the product and or provide you with the service. If a product's and or services correct price is higher then our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cencellation.

gldkg

This is an interesting part...

If a product's and or services correct price is higher then our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cencellation.

in my mind they didn't ask for instructions, they simply said if you don't want it you have to cancel it (which i tried to do to no avail ::))

anyone agree/disagree?

stavros_2

They did neither for me, just charged the higher price to my card and sent me the product

rangers_fc

Im like Stavros no email regarding the price Hike and no option to cancel by email, other than send the product back after contacting CPW, this is poor service Im contacting Trading Standards about this I would advise anybody that feel the same as me to do the same. I feel this is bordering on the illegal

justneo

Just went to my local store to ask why I was given e616 instead of e616v. First she tried to convince me that they are the same, as the e616 has been updated with the same firmware as the e616v.   ::) ::)

That's when I bring out my e616v and show them that it can take photo with size of 640x480 and ask her if she can do that with the e616. That left her speechless. ;D ;D ;D ;D

Next, I ask if they can change my hand set with a proper one, those that they are selling now since I am given a wrong one. (I did pose as a customer seeking for a e616v first and hence know that they had the stock ). She end up telling me that they only have a couple of stock in store and all of them are e616, not e616v, without even checking them. ??? ???

That's when she back down and admit that they have knew about the problem though us and had sent back their remaining stock to 3 to get it change. Apparently, they thought the customer are too stupid to see the different. She even tell me that it is useless to call 3, as they will not refund non exchange the phone since they didn't sell it to us directly.

Later, when asking her what reasonable course of action I should take, she even have nerve to tell me that they will only refund me the price of the handset (£29.99) but not the £15 voucher  >:(. She insisted that there nothing wrong with the voucher, thus can't refund me. How in the world am I going to use that voucher if I never happen to own a 3G phone in the first place. >:( >:(

In the end, I left the shop without e616v but wasted 20 min of my time. At least the customer care tried to offer me a full refund.  :'(

So, do you think we have a case against them if we bring this up to watchdog or Trading Standards?  ??? ???

newskiller

So, do you think we have a case against them if we bring this up to watchdog or Trading Standards?  ??? ???

Definately. Disclaimer: I am not an expert but I do have a pretty good record of successes in these situations. I'll try not to waffle but this is going to be a long post. Try to stick with it if you want tohelp resolve these problems.

There are two main issues the OFT/TSO would be interested in.
1. Customers offered to pay £29.99 for an E616V. Unless you contacted the CPW to state otherwise (i.e. take up their counter offer) then that is the contract price. Once they took your money you had a contract at that price. The option to cancel email sent by them is a red herring (unless you actually responded by accepting the higher price or cancelling). There is nothing in their T&Cs to allow them to charge a higher price without authorisation. In fact their T&Cs state a prescribed course of action which they chose not to follow "If a product's and or services correct price is higher then our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cencellation." They did neither of these things.

2. They have mis-sold E616 as E616V. The evidence of the E616V sleeves does not bode well for them however it is their action on being informed of their error which is damning. Anecdotal evidence suggests a deliberate policy of trying to pass the E616 off as the E616V. There may also be a suggestion as a to a deliberate policy in order to frustrate the contracts.

3. A third issue that it is more difficult to get a handle on is their refusal to collect the missold goods from those who have decided to return them or cancel the order.

On top of these issues Watchdog are also interested in the other customer relationship issues such as the lying/misinformation, the incidence of being hung up on, being put on hold repeatedly, being passed around. None of which is of much interest in a single case but builds a pretty damning picture when reported in numbers.

If writing to either, and you should as numbers count, be brief and specific (i.e. don't waffle like me) and then tell them what other information you can provide at their request i.e. emails, details of conversations etc.

Make sure you have attempted to resolve the issue with CPW by phone or in a shop first. Other peoples hearsay is not the same. Be polite but firm and factual. Also make sure you have emailed CPW with your complaint (you won't get a response but hey that's just another black mark for CPW, you will get an acknowledgment of receipt, keep it as with all correspondence.

I suggest emailing both Watchdog & TSO. Watchdog bring the threat of bad publicity the TSO the threat of legal action and financial implications of repeat offences.

My friends in this situation have also put the transactions in dispute with their credit card companies.

This, in brief, is a list of what they have done subsequent to recieving the wrong phones and unauthorised payments taken.
1. Contacted CPW by phone.
2a. Emailed CPW to cancel order asking them to collect phone within 15 days (being a reasonable amount of time) or,
2b. Emailed CPW to ask them to collect incorrect phone within 15 days and advise of replacement with E616V or one will be sought elsewhere and charged to them.
3. Emailed TSO
4. Emailed Watchdog
5. Put transactions in dispute with credit card companies.

Final note, when talking to CPW make sure to ask them to email you with confirmation of any information, good or bad, so much more useful than hearsay (or any other factory pop group).

stavros_2

For those of you among us who have had their card charged at £44.99 rather than £29.99 without cpw contacting you for authorisation first I suggest you contact your local trading standards office

I did this on thursday and they got back to me by phone on friday to get some info off me

personally, i am disgusted by the way we are being treated over this :-[