OneStopPhoneShop-not sending me redemption vouchers!

the_tired_one

Hi

I bought 2 identical Motorola L6s on O2 (1000 off peak tarrif) 30th Jan 2006.

I Received the Welcome Pack for both, but no redemption vouchers for one of them.

I have today been told by OSPS that its company policy that I have to request the vouchers within 14 days! Basically they are saying they will not honour the cashback.

Ive only had the phone for 21 days and the 1st cashback claim isnt for another 3 months, so its not like we are late/delayed/requesting vouchers AFTER a claim is due!

For Gods sake, its still DAYS since we've had the phone! They asked why we left it so late-we were away for a week, and I assumed that something would arrive in the post - that is not unreasonable!

What can we do? We cannot afford a full contract - at least nbot one that we hadnt budgeted for.

I was in tears on the phone.

What can we do-your help will be so so welcomed fellow MSE's.

Darren21

If they really won't budge then simply order another 2 phones and 2 voucher packs and cancel within the 14 days (then don't send the vouchers back).

happyhunter

that won't work. I think the vouchers have specific account number/or the mobile number details on it.

Darren21

happyhunter wrote:

that won't work. I think the vouchers have specific account number/or the mobile number details on it.

Oh ok, they never used to be when I ordered but that was 7 months ago!

the_tired_one

Thanks for those replies. My husband will hit the roof when he gets in

michaels

I got vouchers a few weeks ago that are not contract specific but are printed on glossy paper so hard to copy

zincoxide

email the details through to dunstonec@cpw.co.uk

You'll get a swift and satisfactory response since he owns the company.

the_tired_one

Apparently OSPS have a seperate MD: Nick something....

Would Mr Dunstone be intersted in my OSPS query?

Steve_xx

the_tired_one wrote:

Hi

I bought 2 identical Motorola L6s on O2 (1000 off peak tarrif) 30th Jan 2006.

I Received the Welcome Pack for both, but no redemption vouchers for one of them.

I have today been told by OSPS that its company policy that I have to request the vouchers within 14 days! Basically they are saying they will not honour the cashback.

Ive only had the phone for 21 days and the 1st cashback claim isnt for another 3 months, so its not like we are late/delayed/requesting vouchers AFTER a claim is due!

For Gods sake, its still DAYS since we've had the phone! They asked why we left it so late-we were away for a week, and I assumed that something would arrive in the post - that is not unreasonable!

What can we do? We cannot afford a full contract - at least nbot one that we hadnt budgeted for.

I was in tears on the phone.

What can we do-your help will be so so welcomed fellow MSE's.

Write to them at this address:

After Sales Department
One Stop Phone Shop
Datum House
Electra Way
Crewe Business Park
Crewe
CW1 6ZT

Send the letter by Recorded Signed for service and be sure to check that it has been received. Explain that you have telephoned their customer services and that they have refused to forward your vouchers.Tell them that you have ordered two handsets and received vouchers only for one and that there is nothing clearly visible in their terms and conditions which says you must request these within a given period. Say that without the vouchers you will be unable to claim the cashback you are due to. Tell them also that if this should be the case that you will start proceedings in the County Court in order to recover monies owed, and that you will do this at each and every cashback claim point if necessary. Tell them also that issuing County Court writs does not come free of charge and that you will be adding any charges you incur in pursuit of your claim.

That'll fix it for you, I'm sure.

speedyjoe

This is taken from the OSPS customer service page regarding redemptions:

"Copy the first 2 pages of your most recent airtime agreement within the times specified and attach this to the Gift Redemption Certificate which is enclosed within your package."

Note it doesn't say anything about having to request the certificate. If they have failed to enclose a redemption certificate in the package then they are at fault.

I have heard that OSPS staff are renowned for being some of the rudest, most arrogant, stupid, incompetent call centre staff out there. Maybe if you can escalate the issue above them, and their immediate management, then it may be easy to resolve. Otherwise call Trading Standards and see what they suggest.

Hope you manage to get it sorted. Be firm, you are right and they are wrong.

the_tired_one

I dint tell my husband-I just couldnt.

Truly-thanks to the above. I feel better now-just hope I can resolve it. Will keep you guys posted.