Onestopphoneshop - online order problems

Sybarite

Hi

I recently placed a first order with onestopphoneshop online for a monthly contract phone which offered line rental rebate.

After a slight delay (a day) I was advised that there was a problem with their system not being able to process the order - I confirmed the package and the phone and have a printout of the deal.

It's been 10 days since my online order on 27th Jan & I've just taken delivery of the phone. However they've sent me the wrong colour handset and I checked the paperwork which stipulates a similar contract but with less line rental rebate (by 2 months or £50 to my detriment).

I've just phoned to complain and explained the situation, stating I have a printout of the order and have verbally confirmed details after the order/offer problem (I did this twice in fact) and was more or less told to f*** off, the order was right, that the offers change at the end of the month and their terms and conditions state that their contracts are provisional and dependent on the date they are processed - the only option I was given was to return the phone.

Has anybody had a similar experience through CPW or subsiduaries and is what I was told actually true? T&C may enable them to wiggle out of the initial order placed if there's a mistake online, but I've had the contract confirmed 2x over the phone. I'm also surprised that the guy on the end of the line was quite so unhelpful and indeed rude, usually CPW aren't bad.

Thanks for any thoughts.

blueghost

the problem is that although CPW own OSPS, OSPS still has its unhelpful staff manning the phones. Unfortunately what you have been told is true and if you are unhappy with the new deal you can return the phone (although It will be hard getting any postage charges back off them). They say anything on the phone to get you to buy from them.

happyhunter

avoid placing an order at month-ends because when the package deal changes, they have the right (according to them) to put you on the current package.

Sybarite

blueghost wrote:

the problem is that although CPW own OSPS, OSPS still has its unhelpful staff manning the phones. Unfortunately what you have been told is true and if you are unhappy with the new deal you can return the phone (although It will be hard getting any postage charges back off them). They say anything on the phone to get you to buy from them.

That surprises me, I've previously used cashbacks via CPW and E2Save and have had to phone now and again - the staff are typically polite and generally helpful. It's not so much the increase in the line rental that's annoyed me, but the attitude that although they've made a they are going to do !!!!!!-all about rectifying it.

Additionally they will not give out a complaint number, you have to email in, which I've done - any outcome will be posted. If they dare charge me for P&P, should I return the phone, I'll go ballistic - the least they can offer is a paid for service if it's their mistake.

Thanks for the input though.

MrGreen

Sybarite wrote:

That surprises me, I've previously used cashbacks via CPW and E2Save.

I think CPW and e2save are fine it's OSPS that seems to be the problem, I tried to order via OSPS's website and it wouldn't accept my card, I used the same card and ordered with e2save and got them to price match. luckily I've not had to speak to OSPS staff.

Sybarite

I tried an email to CPW for a price match as I wasn't quite sure about OSPS but no joy - they still haven't replied to me - 11 days later. I'm a sucker for the Quidco discount too

Thinking back, I once had to contact 02 re their call centre keeping me on the line for about an hour - and I never received a reply.

Why are mobile companies generally bad at customer services? I always buy online or over the phone as I used to hate the sales patter in the shops and the fact that generally staff never seem to know their !!!!!! from their elbow.

moneywasternomore!

Oh great - I've just received the "there is a problem with your order..." email. Standing by for the long slog to customer satisfaction!