OSPS Cash back T&C

michaels

OSPS just declined my 8m cashback because I had changed tariff.

I can not find anything in the T&C about this. On the website the only thing it says is about not downgrade in 6 (or 11 months for t-mobile) When I ordered the phone I asked cs about cash back and they said it was ok. I have had cashback successfully on osps contracts following downgrade before. I phoned osps sales and asked about downgrade after 6 months affecting cashback and recorded the employee saying downgrade did not affect cashback. There is nothing about it in any of the docs I got with the phone.

Can anyone see anything to support the osps stance?

Steve_xx

Email their MD here:

Customer Services Director: james.edgeware@onestopphoneshop.co.uk

Tell him that you don't like the sharp practise that his company indulges in. Tell him also that if he doesn't cough up within seven days from receipt of the email that you will be issuing a claim in the County Court in order to recover what you think is owing, plus the costs associated with issuing the order.

Anon

I changed my tariff on Orange from OVP Voda 200 to OVP o2 100 after 6 months and claimed m8 and m12 successfully.

Are they referring to clause 6 of their T&Cs under Terms of Payment?

If you enter a nominated airtime contract and subsequently move onto a lower tariff or fail to fulfil your payment obligations during the minimum term of such contract, or you end such contract for any reason within 6 months of the commencement date and the relevant tariff includes a subsidised handset, you must, in addition to paying any other charges under such contract, either:
- return the Mobile Phone to us by sending it special delivery to online Returns, CPW Logistics Centre, Bilston Road, Wednesbury, West Midlands, WS10 7JN at the same time as giving us notice that you wish to end such contract; or
- keep the Mobile Phone, in which case you agree to pay us the handset-only retail price (up to £400) being the purchase price (the "Purchase Price") of the Mobile Phone and you hereby authorise us to take the relevant Purchase Price from your nominated credit or debit card or through such other means as we may require in the event that the Mobile Phone is not returned to us in accordance with Clause 3.6.1 above.

Also, now on the offer pages, they include the statement

Please Note
Free Gifts, Direct Credits and Cashbacks are subject to your handset remaining connected on the network tariff you signed up for. If you have any questions, please call 0845 456 7878

I feel sure that this is fairly recent as I checked and double checked when I signed up a year ago and stuck to the t&c like glue! (I took out a deal with CPW at the same time and it explicitly stated that the deal relied on you staying on the same tariff). It looks like this has been introduced as another means to turn down claims - as most of networks only require you to stay on the same tariff for 180 days (T mobile are different if I recall).

I note that Mobileshop.com and others also now insist on you staying on the same tariff - I seem to recall reading somewhere that the networks have been clamping down on retailers selling deals on high tariffs and then customers dropping to the lowest tariff after 6 months.

Anon

redux

I think that Orange introduced a condition on Premier tariffs not being downgraded, but I'm assuming that you're not on that tariff. Maybe this is where that person's idea came from, or maybe it's pure invention.

yaacov81

well i spoke to osps last week and asked if i can downgrade and was told i could.
i have done so twice in the past but had heard that they changed the t and c's

Anon

The key is getting their name (including surname - tricky as they only seem to have first names at OSPS!) and extension number, noting the time and date and including this in a covering letter if necessary. If this is a fairly recent change in t&c, it is worth checking the t&cs from when you originally signed up (which you should have, but if not, name the phone, tariff and offer/date and no doubt someone on here will have it).

Personally, I also print each screen of the order process and any associated t&cs mentioned to pdf and save these in case there are differences between what I sign up for and what comes out with the order.

Anon

blueghost

I've always been told you can change, what you want to do is to phone the sales line and see what they say. Get the name and number of the person you spoke to and then ask to be put through to customer services. There terms to contradict what they say on the phone, whenever i mention it to them they say it was a printing error - one that has been going on for almost a year.

michaels

Latest - there are some new conditions on a leaflet sent out with phones which I got with a phone ordered a couple of weekes ago but did not receive with the phone I ordered last May (although I can't prove this). Apparently cs have been told of the no downgrade t&c in the last day or so - do they monitor this forum at osps?

Where does this leave me with my contract taken out last May (where I did nopt get this leaflet) and indeed the one I took out a month ago which came without the cashback docs originally but these were sent seperately as soon as I called and pointed this out. When ordering I confirmed from the sales desk that downgrade was permitted but then ordered on line for quidco so there won't be a recording of a sales advisor telling me dg was ok against my order reference.

Any thoughts?

blueghost

michaels wrote:

Latest - there are some new conditions on a leaflet sent out with phones which I got with a phone ordered a couple of weekes ago but did not receive with the phone I ordered last May (although I can't prove this). Apparently cs have been told of the no downgrade t&c in the last day or so - do they monitor this forum at osps?

Where does this leave me with my contract taken out last May (where I did nopt get this leaflet) and indeed the one I took out a month ago which came without the cashback docs originally but these were sent seperately as soon as I called and pointed this out. When ordering I confirmed from the sales desk that downgrade was permitted but then ordered on line for quidco so there won't be a recording of a sales advisor telling me dg was ok against my order reference.

Any thoughts?

your order from may should be fine, i have a downgraded contract from may last year and got the full month 8 cashback a few days ago. don't know about the new one, if it has only come into effect in the last few days it should be safe. I'd try and get written confirmation though - don't trust them when they say they'll put it on your account as they have told me this in the past and put something completely different on the account.