One Stop Phone Shop Refuse Reissue of chequeback vouchers

karatecrisps

Hi All

I was wondering if anyone else has had any problems with these people?

I signed into a 12mth contract on O2 at the end of Jan 06 for £35.99 p/m and being entitled to claim back three lots of £57 after months 4, 8 and 12.

I was ridiculously busy at work when all the paperwork arrived so I didn't read everything. Then come the end of February, I realised that One Stop Phone Shop never enclosed the cheque back vouchers. I also spotted a statement saying they cannot reissue or send any documents after 14 days from contract start has elapsed. After several phone arguments and letters later, their final stance is that they will not reissue these vouchers which means I cannot claim.

Is it worth me pursuing this with OTELO or Trading Standards or haven't I got a hope in hell? And has anyone else had a similar experience?

Thanks all.

gtz101

Yes, I would. The cash back voucher forms don't mean nothing as all dealers do is just check to see if you are still on the correct network. Companies like Dial a phone or CPW don't even require you to send any vouchers as long as you send your bills to them. Onestopphoneshop are obviously looking at ways to aviod giving you your cash back, poor business from their part and letting a customer down like this. I would still pursue it with the authority

Woby_Tide

are you positive they didn't send them, they are hidden away on the back of an A5 piece of paper that talks about cashback and redemptions on the other side. I only found the vouchers printed on the back by accident when I dropped the piece of paper

bellamy_47

i never got any either

gtz101

most of them would deliberately not send them with the package hoping to catch them out. These people are very smart.

alex69

gtz101 wrote:

most of them would deliberately not send them with the package hoping to catch them out. These people are very smart.

I must admit "smart" was never an adjective that came to my mind when thinking of OSPS.

karatecrisps

Woby_Tide wrote:

are you positive they didn't send them, they are hidden away on the back of an A5 piece of paper that talks about cashback and redemptions on the other side. I only found the vouchers printed on the back by accident when I dropped the piece of paper

No they definitely haven't sent them to me. The CSA on the phone tried to suggest that to me as well but I'm positive I haven't received anything which talks about cashback etc.

I just can't believe this company has the gaul to say they won't send out copies of these vouchers when the only reason I don't have them in the first place is because of either their incompetence or their unscupulous way of carrying out their business (deliberetaly not sending them to me). As far as I'm concerned, they haven't provided me with all the necessary 'parts' to their product and so haven't fulfilled their contractual obligations to me. How that stands legally, well I've no idea.

carl_east

I would call them back again and ask to speak to someone in the management team. I'd certainly mention that if they are unwilling to fulfill their part of the contract by giving you the necessary vouchers to claim cashback then you have every right to cancel your contract and also approach trading standards in order to claim any cashback that you are entitled to.

I've been told by several people at these companies that 75% of people that take out these cashback deals never actually get any cashback because they either forget to claim or they don't apply in time.

We are talking about a very small bit of paper here as well for %*$£ sake! It's not as if it's really causing them anytrouble.

I would maybe point them in the direction of this thread as well.

Carl

alex69

When I had to deal with them (I ordered a phone on a contract and they sent the phone on a smaller cashback than I signed up for) they lied to me so blatantly it was beyond belief. The managers (talking to customer services was useless) suggested I forged their own confirmation emails (with all the details of the cashback) and said the deal I had ordered (a standard 12months line rental cashback on what was even at a time a crappy phone) was never on offer.

Like the OP I had been busy when I received the phone but luckily I checked everyting with 7 days so I managed to return everything. Still caused major headaches with T-mobile to have the line disconnected at no penalty.

So to the OP: expect the worst. In my experience (others will disagree) they are there to take advantage of you. If they do not budge I would threaten legal action and if they encourage you to do so (as I fear they will) I just do that.

karatecrisps

Thanks for all replies so far.

In response to last one, I did try speaking to their management weeks ago but the CSA steadfastly refused to put me through saying that this was not a management issue and just would ... not ... budge. I was shaking with rage by this point so having just about stopped myself from bawling unnecessarily (and unfairly) at that individual, I insisted on a written address and have now gone down that route.

Incidentally, I've also now realised that OSPS never even sent me their booklet advising how to make claims (and which outlines this 14-day check or regret policy). So not only do I not have any Gift Redemption Certficates - they never informed me of correct procedures either!

happyhunter

With these cashback deals you must:

1) Read all T & Cs before placing the order
2) Take screen shots of your online order
3) Find out what paperwork you should be getting (either read the T & C or ring them)
4) When receiving your phone delivery, check the contents and cashback paperwork, ensure you are on the correct tarrif and contract length.
5) Ring up the actual netwrok provider (e.g. Orange) to confirm the tarrif/contract length and make sure they have not subscribed you on any add-ons.
6) Make a note of which bill and approx. date you will be receving that bill for next cashback.
7) Next cashback date - Send off the cashback by recorded or special delivery
8) Ring the company to confirm they have received your claim 10 days before the end of your claim period if you still haven't heard from them.

It's a bit stressful, but you get a free phone and a paid 12 months contract in return!