NEC e616V JUST £29.99 at CPW!!!

justneo

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.

I am just glad that I can help out a fellow mate . As for the e616 phone, I had given up on it as on I did try going to my local store. It seem that they never had the e616v in the first place. >:(

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? ??? ???

So, unless they decide to order some new one from 3, I don't think there's anything they can do. I am happy with just getting my £15 back. Hence, I end up selling the crap on on ebay. After all, time wasted are money wasted too.

Wish you good luck for those still trying to get your £15 back.

Have a Merry Merry X'mas.

simion_levi

Ordered one of these on that Sunday several weeks ago, and my story is similar to most - an e616 (though with 616v higher capacity batteries after returning once) turned up unexpectedly, with an invoice showing I was charged £15 extra.

I've spoken to four customer services agents since then, all of whom refuse to help or simply promise a call back that never comes.

Last Friday I emailed Charles Dunstone (CEO of CPW), copying in the Customer Services team, and today received a call from the previously mentioned customer services manager Steven Strachen, saying that he would accept the full phone/sim card pack back for refund, but would not refund me £15 separately should I keep the handset - regardless of whether other people had been refunded. I told him that, as per my email to Charles, their own T&C's bind them to contract over the £29.99 price, though he seems to have had advice from his legal department that they are not exposed to any action provided they offer a full refund.

I had to leave it with a complaint to Trading Standards & putting the transaction in dispute with my card company (Egg) - which I have now done. Steven did not seem bothered by either. I hold a slim hope that Charles Dunstone's complaints team will get in contact and do the right thing before Egg get round to processing my transaction dispute, but I am quite willing to hang on to the phone and keep kicking should they not.

Former_MSE_Abuse_Controller

Just a quick note to say that parts of this thread have gotten a bit heated toward other members in regard to this issue with CPW.

I can appreciate that people are extremely frustrated and annoyed, but can we remember that cool heads and cold facts are the way to deal with any dispute....getting annoyed with each other isn't

Thanks,
Abuse Controller

Gadget_2

Hi all,

First post here and would like to say well done to those who managed to get a full refund of the prepay vouchers, you have had better luck than me.

Been down the usual routes on this one.

E-mail - no response.

Phone calls - cut off or a waste of time.

Eventually told to take my phones back to a CPW store for a FULL refund, guess what? they would only refund the price of the phone and not the prepay vouchers.

Several phone calls later still in the same position.

Asked instore if they had any E616V's?, yes we have some, can I swap my E616's for two of these?, yes of course you can, great I thought at least I am going to get the right phone and as I would have to buy credit for them I was almost ready to accept this, so I ask does this mean we have a straight swap, no extra charge? eh hold on, sorry I can only accept the phones back and not the prepay vouchers, meaning I pay another £90 and they refund £60, meaning I have paid £180 - £60 = £120 this is now double what I origionally agreed to buy the phones for.

NO CHANCE.

Ok I just want to return the phones and leave can you give me the 2 prepay vouchers that I have paid for out of the boxes, sorry no I cannot do that as the credit is assingned to the SIM card, can I have the SIM cards then? no sorry they need to go back with the phones.

Is it me? am I loosing it? or am I dealing with a company that has no idea in how to handle this kind of situation? I think I know what the answer is.

I am now going to be contacting my CC company about the intial unauthorised transaction, I will also be contacting TS as it cannot be legal what they are doing.

I have screen shots of the order process from when this offer was on their website and have allready sent them to a couple of posters here for forwarding to TS, if anyone else wants them PM me, if anyone can post these on here for others to use then PM me your email addy, this could be helpfull for others, I would gladly do it but do not know how .

To the posters I have sent these to - have you had any feedback from TS?, please post and let us know.

I feel that CPW should be held to account over this fiasco and would recommend we all report to CC company - if applicable, TS and Watchdog.

Anyway enough of my ranting,

Merry Christmas to one and all (exept CPW web team).

Gadget

lenny6582

Print this off if you need help taking your phone back:
http://www.nec.co.uk/e616V_3G_Device.aspx

Official NEC words:

"The NEC e616V boasts the same exciting range of cutting edge features as it’s predecessor, the e616, but has the addition of a VGA-resolution digital camera."

Gadget_2

The store I went into accepted that it was a different model of phone I had been sent, but if I wanted them to swap for the correct model that they had in stock I would have to say bye bye to the £30 prepay credits as they would not refund them or sell the 616V's without me buying 2 more prepay vouchers.

I was hitting my head off a brick wall no matter what direction I went in with them.

Basically, it was my fault that they sent me the wrong phone and were charging me £30 for this privilege.

CPW are out of order on this one.

ATB

Gadget

lenny6582

Im taking mine back tomorrow and the woman said I could have a full refund inc £15. My mum went into CPW today and got one of these and phoned me prior to purchasing it. I then spoke to the sales man and asked is it definitely the v version and not the other and he assured it was!! ::)

Got home tonight and guess what the sleeve had and the phone didn't, a V!!! So spoke to the manager and she said CPW have NEVER sold the e616 and only stock the e616v. Told her about the camera and she says she never realised that was the case. Also it has the 780mAh Li-Ion battery (the e616 standard battery) and the e616v should come with either 1100mAh Li-Ion or 1800mAh Li-Ion.

Apart from that I think the phone is quite nice! ;D but its going back!

mcgi6ah2

I've requested my card company reclaim the £15 on my behalf. I'm also going to submit small claims proceedings against carphone warehouse in 23 days in relation to the wrong handset being provided (assuming the £15 is refunded by my card company). They've refused to refund anything and will only accept the phone back if I take it to their store and then wait 14 days for a refund (not at all convenient). I particularly like this on the website though:

"At The Carphone Warehouse everything we do is based on our 'five fundamental rules'. The rules speak for themselves and need little embellishment. However, it is worth stressing that the rules are applied not just in our stores, but in our call centres and support functions too, to ensure that we provide the best possible customer experience.
If we don't look after the customer, someone else will.
Nothing is gained by winning an argument but losing a customer.
Always deliver what we promise. If in doubt, under promise and over deliver.
Always treat customers as we ourselves would like to be treated.
The reputation of the whole company is in the hands of each individual. "

Gadget_2

Seems that not all Carphone Warehouse personnel are aware of this policy.

I have just spent the last hour writing a very detailed e-mail to TS in Glasgow about this and my next phone call is to my CC company.

Then I will try to forget all about it until after Christmas and not let it bother me in the slightest.

Gadget

stavros_2

Hi all,

After contacting trading standards about this etc (if you've read all my posts in this thread you know what I've done so far) and emailing cpw, phoning them on several occasions blah blah blah guess what happens this morning....

...i recieve an email telling me they're processing a refund on the vouchers ??? ::) completely out of the blue (sort of anyway...i did phone them a couple of days ago and they said they'd phone back when i asked for a manager..never happened ::))

yey for me! ;D but on a more serious note...don't give up...they are in the wrong so keep pushing for a refund, especially if they took the extra money off your card without your permission (against their t&c's...section 8.4)

good luck! and merry christmas!