CPW grr!

stavros_2

i bought two e616v's from the cpw for £29.99 after seeing it mentioned on this site...some of you may know what I'm talking about...and here's the events so far...

4th Dec: confirmation of e616v's at £29.99

5th Dec: email stating phones to be despatched at £44.99 (including £15 vouchers)
emailed back stating this is not what I ordered and requested correct price be instated on my order and explicitly told them not to charge my card £44.99

EDIT: from cpw's t&c's:

8.4 Despite our best efforts, a small number of the numerous products and services on our website are mispriced. However we verify prices as part of our dispatch procedures. If a product's and or services correct price is lower than our stated price, we charge the lower amount and send you the product and or provide you with the service. If a product's and or services correct price is higher then our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cencellation.

7th Dec: no reply so emailed same again
£89.98 taken from my card
>:( not a happy bunny

16th Dec: phones arrived along with invoice for £89.98
emailed yet again

Several (about 10) phone calls made between 16th Dec and 20th Dec in which I was cut off, put on hold for ages, told I would get a call back (did i ****)

21st Dec: received email stating I was getting a refund...completely out of the blue...success!! surely...

7th Jan: no refund, phoned up (told to call customer care if wanted any more info on email) to be told...wait for it....they couldn't give me a refund!! and this is with me having an email in front of me saying they were processing one!! >:( >:( >:( sent a nasty email back to them stating i wanted my refund or else...

10th Jan: another email saying refund is being processed and a cheque should be with me within 15 days (when they can, and should IMO, just refund straight back to my card)

what an absolute joke!

i will never ever deal with this company again no matter how cheap they price a product


ps. sorry for the long post! ::)

louise1234_2

If you paid by credit card, the cc company can charge the transaction back in certain cases, usually threatening to do this will make supplier take note, as these are like a mark against them.

stavros_2

Yeah i was gonna do this but by the time I'd got everything together to send off (don't have a fax machine) it became a little vendetta that i had to finish myself :P

never again mind ::)

noakesdoc

That's terrible service. Must say i've been with them 3 years now and always been ok with me, thanks for bring it to everyone's notice.

gldkg

i had a similar (although not quite so bad experience. i will be stearing well clear of CPW in future!

rag_doll

I have been with TalkTalk/CPW since last March but have just given them 10 days notice to cancel my connection, I want nothing more to do with them!!
I signed up to receive Broadband through them, I received a letter telling me the connection date would be 12th Jan, modem would arrive then, waited in all day, no modem. They use City Link Couriers, another rubbish company I'll stay well away from in the future. I phoned CPW TalkTalk dept. evening of 12th, they got in touch with City Link & were told that the driver "ran out of time". Great, I wait in all day but parcel did not arrive because the poor driver was too busy! The guy offers to send me a £10 Goodwill cheque, I accepted, of course, but said I'd prefer the modem.
I arrange for it to be re-delivered, to my mother-in-law's on 14th Jan, no modem but yellow card is put through our door informing us that driver had attempted delivery but we were not in, I knew we would not be in that is why I'd arranged for it to go to a different address. I rang number on City Link card at 5.45pm, should have been someone there until 6pm, no answer, phone rang & rang & rang, oh yes silly me it was Friday that means it's POETS day!!!
I tried on 3 separate occasions through the eve to speak to someone in the Broadband Dept at CPW, each time I was on hold for 20 MINS, (had the joy of listening to irritating music & pathetic messages asking me to "bear with them" and that my call is important) then I was told that there was a system error & cut off!!!!!!
I phoned TalkTalk dept on the Sat morning, asked them to give a message to a senior in Broadband Dept. they did, he called me, assured me modem would arrive Monday morning, at our address, it never did. I cancelled the delivery with City Link on the Tues morning, oh what a surprise, the following day my mother-in-law received a yellow card through her door informing her of attempted delivery!!!! Scrape me off ceiling,give me a mug of Tia Maria, when calm(ish) phone City Link again & tell them I'd requested the cancellation.
I have since written to CEO of CPW & City Link, City Link replied within 4 days,(apologies & assurances that matters will be dealt with & improved upon) CPW, nothing. Unbelievable. City Link & CPW are well-suited, they both give disgraceful customer service. Only deal with these companies if you'd like your blood to boil!!

Chuffy

I had problems a few years ago with a mobile from CPW so I emailed customer services and cc'd Charles Dunstone in - got a personal response (honest) from CD and my problem was sorted promptly with a good will gesture. Apparently CD and Julian Richer are mates and try to act in a proper manner when dealing with complaints. This can be borne out with my dealings with Richer Sounds as well.
Anyway, what I'm trying to say is yes sometimes the service is crap, but if you manage to talk to the right person, it usually does get resolved in your favour.

rag_doll

rag_doll wrote:

I have been with TalkTalk/CPW since last March but have just given them 10 days notice to cancel my connection, I want nothing more to do with them!!
I signed up to receive Broadband through them, I received a letter telling me the connection date would be 12th Jan, modem would arrive then, waited in all day, no modem. They use City Link Couriers, another rubbish company I'll stay well away from in the future. I phoned CPW TalkTalk dept. evening of 12th, they got in touch with City Link & were told that the driver "ran out of time". Great, I wait in all day but parcel did not arrive because the poor driver was too busy! The guy offers to send me a £10 Goodwill cheque, I accepted, of course, but said I'd prefer the modem.
I arrange for it to be re-delivered, to my mother-in-law's on 14th Jan, no modem but yellow card is put through our door informing us that driver had attempted delivery but we were not in, I knew we would not be in that is why I'd arranged for it to go to a different address. I rang number on City Link card at 5.45pm, should have been someone there until 6pm, no answer, phone rang & rang & rang, oh yes silly me it was Friday that means it's POETS day!!!
I tried on 3 separate occasions through the eve to speak to someone in the Broadband Dept at CPW, each time I was on hold for 20 MINS, (had the joy of listening to irritating music & pathetic messages asking me to "bear with them" and that my call is important) then I was told that there was a system error & cut off!!!!!!
I phoned TalkTalk dept on the Sat morning, asked them to give a message to a senior in Broadband Dept. they did, he called me, assured me modem would arrive Monday morning, at our address, it never did. I cancelled the delivery with City Link on the Tues morning, oh what a surprise, the following day my mother-in-law received a yellow card through her door informing her of attempted delivery!!!! Scrape me off ceiling,give me a mug of Tia Maria, when calm(ish) phone City Link again & tell them I'd requested the cancellation.
I have since written to CEO of CPW & City Link, City Link replied within 4 days,(apologies & assurances that matters will be dealt with & improved upon) CPW, nothing. Unbelievable. City Link & CPW are well-suited, they both give disgraceful customer service. Only deal with these companies if you'd like your blood to boil!!

Update: The rubbish 'service', (and farce) continues.
I phoned TalkTalk to ask to be disconnected from them, I was told I'd receive a letter "within a few days" to confirm this, 6 days later I am still waiting!
On 25th Jan I received a bill informing me that I owe £27.31 for Broadband Service. I do not have a modem and so cannot receive Broadband. I e-mailed TalkTalk Broadband to inform them of this as they obviously have not checked their records, I only received an Automated Response informing me that, "there will be some delay in replying to e-mails as they are very busy and my e-mail will be replied to as soon as possible".
I have cancelled the Direct Debit that was set-up for the Broadband Service & will only pay the amount I owe for phonecalls, afterall, who would pay for a service they haven't received?
Today I receive a modem, this should have arrived on 12th Jan, TalkTalk have not e-mailed to tell me that another modem would be delivered, I cancelled the delivery of the first modem through City Link on 18th Jan.
Modem will be returned tomorrow!!

rag_doll

rag_doll wrote:

Update: The rubbish 'service', (and farce) continues.
I phoned TalkTalk to ask to be disconnected from them, I was told I'd receive a letter "within a few days" to confirm this, 6 days later I am still waiting!
On 25th Jan I received a bill informing me that I owe £27.31 for Broadband Service. I do not have a modem and so cannot receive Broadband. I e-mailed TalkTalk Broadband to inform them of this as they obviously have not checked their records, I only received an Automated Response informing me that, "there will be some delay in replying to e-mails as they are very busy and my e-mail will be replied to as soon as possible".
I have cancelled the Direct Debit that was set-up for the Broadband Service & will only pay the amount I owe for phonecalls, afterall, who would pay for a service they haven't received?
Today I receive a modem, this should have arrived on 12th Jan, TalkTalk have not e-mailed to tell me that another modem would be delivered, I cancelled the delivery of the first modem through City Link on 18th Jan.
Modem will be returned tomorrow!!

Another Update!
I have phoned the TalkTalk Returns Dept & have been told that I will have to pay for the modem to be returned by Recorded Delivery. I never ordered this modem, the first one I ordered I cancelled due to incompetence of City Link & CPW. CPW then, for some reason known only to them, re-ordered the modem, which arrived yesterday.
I have e-mailed TalkTalk, again, & informed them that unless they send me a Freepost address to return the modem to I will cancel the Direct Debit that was set up to pay for the phonecalls, I will then pay the amount outstanding for the phonecalls once the Recorded Delivery charge has been deducted.
I also e-mailed TalkTalk y'day pm, at the end I mentioned contacting 'Oftel' now 'Ofcom', within a couple of hours I received a reply. It appears that the phone line was disconnected from TalkTalk on 25th Jan, this is when I called TalkTalk to request disconnection. I was told this would take up to 10 days & I'd receive a letter "within a few days" to confirm when this date would be.

MimiJane

I could write a book on the problems I've encountered with CPW ("Fresh" specifically). Although Fresh sim cards are one of the cheapest PAYGO tariffs going, the problems I had with this company practically caused me to have a nervous breakdown.:rolleyes:

Please don't anyone let CPW talk you into a Fresh account ... you're dealing with a call centre, no-one understands you, no-one's been properly trained and they're a nightmare to deal with.:mad:

rag_doll

rag_doll wrote:

Another Update!
I have phoned the TalkTalk Returns Dept & have been told that I will have to pay for the modem to be returned by Recorded Delivery. I never ordered this modem, the first one I ordered I cancelled due to incompetence of City Link & CPW. CPW then, for some reason known only to them, re-ordered the modem, which arrived yesterday.
I have e-mailed TalkTalk, again, & informed them that unless they send me a Freepost address to return the modem to I will cancel the Direct Debit that was set up to pay for the phonecalls, I will then pay the amount outstanding for the phonecalls once the Recorded Delivery charge has been deducted.
I also e-mailed TalkTalk y'day pm, at the end I mentioned contacting 'Oftel' now 'Ofcom', within a couple of hours I received a reply. It appears that the phone line was disconnected from TalkTalk on 25th Jan, this is when I called TalkTalk to request disconnection. I was told this would take up to 10 days & I'd receive a letter "within a few days" to confirm when this date would be.

TalkTalk staff have told me that I must pay for the return of modem by Recorded Delivery, this is incorrect. Just so others know, if you receive an item that you've not ordered from a company you can treat it as though it is a gift, (keep it, give it away, sell it, up to you!) You can send it back but you are not liable for the cost of postage. I phoned 'Trading Standards' this pm just to confirm this. Another example of TalkTalk staff talktalking out of their backsides!!!