NEC e616V JUST £29.99 at CPW!!!

MarkyMarkD

Newskiller's advice is sound.

But I prefer 2(b) to 2(a) as refunding the money doesn't cut it as regards compensation.

Go for it!

newskiller

Newskiller's advice is sound.

But I prefer 2(b) to 2(a) as refunding the money doesn't cut it as regards compensation.

Go for it!

Don't misread the list at the bottom as advice. It is simply what two/three aquaintances have actually done (in short).

As for 2a) I think there is a fair chance that the CPW won't respond and he may 'dispose' of the phones and get his money back via his CC co. hence the 15 days which is both reasonable given the size and nature of CPW and not too late to activate the xmas bonus.

I have no idea how that process will actually pan out.

royalsteve

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).

I havent bought one these but im glad i didnt...awful company...all sales and no customer service.....

anyway if they have offered the price at 29.99 and taken 44.99 then you are entitled toa refund as it a criminal offence to take more money than agreed. I suspect that this act by CPW may have contravened the Trade Descriptions Act, Sale of Goods Act and Distance Selling Regulation

additionally if they have sold the phone as and e616v when in fact its a rebadged e616, then that may also have contravened the Trade Descriptions Act.

Quite simply CPW havent got a leg to stand on, stand firm and dont let them bully you....CPW are lucky I didnt buy a phone from them!

this may help.....though speaking to Trading Standards would be best if CPW wont budge

http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV1011-1111.txt

rangers_fc

Could someone please send me a pm Im after screenshots of the £29.99 web pages Ive decided to pursue this through TS

Trying2Save_3

Hi everyone, I have received my cheque for £15.00.

chandlerscroft

I hope that by providing my order number (59625357) which you all can quote (as a friend of your whom got the £15 refund) if you still have problem getting your £15 back. ???

There is a few thing that I have to state, ie they refund me under the gesture of goodwill and only the CUSTOMER CARE can do that. Make sure they are the one whom you are speaking to. Other deptment will just ask you to return for refund. Lastly, be nice to them as the guy I spoke to are very helpful and even try to get the money back for me from their manager.

You can check my previous post on the free number to call. Oh you do get a 16Mb memory duo and some people even get a 3rd battery. In order word, the item you recieved are not standard. Esp now that they are bascially repacking the old e616 and shipping it off as e616v after flashing its firmware. Worse thing is that with the new firmware, the keypad unlocking code that used to work for e616, don't anymore. >:( >:(

At least the battery are orginal, from maker of NEC, but they are all lesser capacity.

Sometime you earn some, other time you loss some. I guess that's life.

Good luck!

Thank you for this, I again went back to Customer Service and Spoke to Leo a Manager (ext 8284) who had previously refused to refund the £ 15. I again explained why I should get a refund and he agreed that if ANYONE had received a refund and I could prove it he would refund me aswell.

I quoted Tranaction 59625357, the line went silent, I was put on hold and then he confirmed a cheque would be raised for the £15.

I also phoned the 0800 424800, good job as the call took just over 20 minutes.

So once again Thanks!!

My phone is the not the E616v but the crap one. After Christmas I will persue that with them, I need a rest after all that shouting.

stavros_2

Need help guys!

Those of you who got a refund what exactly did you say!?!? I have phoned half a dozen times (including kust now) with every angle....I even said I have a friend who got a refund and all they said was that each case is dealt with individually :-[ (am waiting for a call back from a manager at the mo ::))

Trying2Save_3

Previous post Dec 10th - On the top right hand side of the invoice underneath Invoice, Transaction, Customer no., date there is a Contact name, this is the person who ordered and charged you for your phone. I used the freephone no. for sales and got transfered to her. I explained that I had bought the phone expecting to be charged £29.99 as advertised and was very surprised that they had invoiced and deducted £44.99 from my cc. I understood that the £15 top up was inclusive when I ordered it and not an extra. She said they were only aware of the problem Wednesday and the correct amount was £44.99. I said I had bought the phone in good faith for my daughter as a christmas present and could I please speak to her manager as I was not happy about it. She asked me to hold and when she returned told me that she would refund me the £15!
Good luck!

chandlerscroft

I told them it was a present which I brought for £30, then part ex an old phone to get it for £20.

I told them I had sent it as it was a present.

The real issue should be Have they refunded people the £ 15.00 or not, if they have, then everyone should be refunded. The president has been set quote transaction 59625357 as they have actually had a refund.

andrew_b6k

After half an hour and talking to four different "customer care" agents (and being hung up on etc.. like others) I got them to agree to send me a 15 pound cheque.

If you're at work, don't bother. If you've got time to kill, call the 0800 number and have a go. I finally got things sorted with a lady named Sherie.

I've also made a shortened URL to page 8 of this thread, as most agents won't look at someone else's order number unless you are the actual person who placed that order (kinda killing our 'precedence' argument). it is : http://cpw.!!!!!! so if you can get them to look that up and see that they are not dealing with this problem uniformly.

Be polite, be firm. Don't be expecting them to change the 616 for a 616v though. That's another battle for another day! I'm hoping Trading Standards/Watchdog pressure will convince them to do the right thing and make the exchange.

I asked her to send an email round to all customer services agents informing them that affected customers should be sent a cheque without having to go through the half an hour wait and frustration, but she gave me some bullsh*t excuse as to why this couldn't be done ("we don't know what customers are affected etc...")