e2save problem (merged threads)

fazzy84

Ok I thought I had it all nailed but now very confused. whats the diff between price match and normal one. and how do i know which im on and how to claim corrrectly? Mobilejunkie please help as you seem to be well informed on these issues. Please read my situation in detail below.

Taken out a contract from OneStopPhone on 20th Nov. How do I find out if that was price match deal? If i remember vaguely I think it said price match deal when I was buying online.

I keep all paperworks and emails that they have sent so going through them with a fine comb for the 100th time.. Nowhere does it mention Price match. They had initially sent me a sales invoice, "YOur Offer Explained" sheet, a glossy A4 Terms and conditions sheet, "Welcome to your new phone" Booklet and 6 cashback claim forms.

In the "your offer explained" it say - Redemption in 5 parts £108 For Further information please refer to your chequeback offer leaflet on how to claim

The Terms and Conditions say (typing the relevant parts):

Your tariff - Your ability to qualify for a price promise redemption offer is dependant upon your agreement to remain on the tariff selected and honour the monthly charge to the network.

£200 to £600 claims (summarising)
cash backs are claimed in 5 equal installments. Month 4, 6,8,10 and 12. (but really its 5,7,9,11,13)

Cashbackclaimform
theres 6 lil cut off vouchers but i'll be using 5 of these. whats worried me is that it has the following on the top f the page

PRICE MATCH CUSTOMER PLEASE NOTE: you may have additional terms that were part of your offer please refer to these before making any claims.

SO now im scared, I thought it was straightforward, waiting for my 5th bill to post with one of this cut off vouchers and thats it. How do i find what these additional terms are? and shouldnt they have provided me with it with my welcome pack. oh but then its a cashback company so guess not.. But jus dont want to do anything wrong.

fazzy84

ok mystery solved. Just checked all the stuff they sent me my email

The email invoice states:

Nokia 2310 Red Price Match
O2 800 min + 500 sms 12m
12 Months FREE by redemption
Your Line Rental Discount Your Offer = 12 Months FREE by redemption
What appears on your bill = £45.00

How do you claim the discounted line rental?
Send your 4th, 6th, 8th, 10th and 12th monthly bills within 30 days of the date stated on the relevant airtime bill, to us and we will credit you by cheque with £108.00 each time.

This will save you £540.00 over the 12 month duration of the contract. In effect this means that your average line rental per month over the contract period is £0.00 per month.
To obtain your discounted line rental, please send back the vouchers from the below link, with the appropriate airtime bill.
Line Rental Discount Voucher (http://www.e2save.com/popups/Chequebackform.pdf )

Ok so Im on the price match deal. and I think the glossy A4 sheet of terms and conditions are for the price match deals. So I should discard the cashbackclaimforms that they have sent by post and instead use the one they sent to me online!!?? Oh my god I would not have done that had I not read posts on this forum and double checked the emails. Thanks all.

fazzy84

For anyone else confused about which months to claim and how, you can check by logging in to:-

www.mycashbackclaim.co.uk

(then click either OSPS, E2SAVE or thephonespot)

You'll need your Order Id (in your 1st email)

mobilejunkie

Follow what it says on there and you may find it's wrong as I've said many times.

Read post 5 on:-

http://forums.moneysavingexpert.com/showthread.html?t=558661

Wouldn't do much harm to read the rest of that thread and the many others relating to E2Save, Onestopphoneshop, OSPS, The Phone Spot and cpw either.

dollywops

dollywops wrote: »

It is a price-match deal, and I almost had kittens when I realised what my son had done.

Actually, I telephoned 02 and spoke to a very helpful lady who telephone e2save on my behalf. After holding on for about 15 minutes, she suggested that she call me back.

Basically, she has been advised by e2save that they will now accept on-line bills on the the price-match deals. E2save also advised the 02 CS what my claim period was (which was I thought it was). I was also advised that the E2save CS had left notes on PIE, to support this, which is visible by both E2save and 02. Let's see what happens.

I will be sending the documentation by Special Delivery tomorrow and then waiting with baited breath.

UPDATE

I, stupidly, did not send this claim in on 2 January. When I printed the 02 bill off a few days later, the bill, which was made up on 20 December, showed that I had had an upgrade. I almost had kittens again. What someone had done, was to mix up an upgrade on another number with this number. Another lengthy call to 02 and another name and more PIE comments, the young man kindly offered to email me the bill, showing everything as it should be.

I sent my bill and a lengthy letter quoting everything, by Special Delivery on 11 January and have been keeping my fingers crossed since then. Today, my cheque for £81 has arrived.

So perhaps other people might get on all right too. I do hope so.

madkitty

livid thsi end - after 5 claims sent and the last one being special delivery (yes there is electronic signature and date delivered) they are STILL saying they have not received it. Complete joke and Im fuming, I am never going to touch these guys ever again!

dollywops

madkitty wrote: »

livid thsi end - after 5 claims sent and the last one being special delivery (yes there is electronic signature and date delivered) they are STILL saying they have not received it. Complete joke and Im fuming, I am never going to touch these guys ever again!

Previously, when this has happened to me, I have been asked to fax the bill and voucher (I always keep copies of everything I send) and they have paid.

pjclark1

E2Save refused my cashback on the basis I had made the 1st claim too early.
Athough the claim information was printed on my written contract and my online account.

I wrote to the CEO of customer relations at E2Save, no answer
I wrote to the cashback team at E2Save, no answer
I wrote to customer relations at CPW (on advice from O2), no answer

I have just started court action against E2Save (for the entire cashback amount) and guess what!
Between my threatening court action and actually taking it someone has altered the cashback details in my online E2Save account.

Lucky I printed out the online details when I started the contract.
I can't believe they would commit fraud to try to get out of a cashback offer.

Note to MODs
I have scans of the original cashback offer and the altered cashback offer if you don't believe me.

astralbee

I am having problems getting cashback from e2save, and reading the forum here I know I am not alone.

The thing is, I don't believe that complaining about them here or anywhere is going to make them improve their service. In fact, I think that by complaining we are giving them exactly what they want!! Why do I say this? Because e2save was set up by Carphone Warehouse to prove one thing - if you go for the ultra-cheap phone deals where the dealers make virtually no money then you get screwed. Then you vow "never again!" and get your next phone from Carphone Warehouse at the normal price.

My wife and I bought phones on the same day from e2save, sent our first cashback claims on the same day and recorded delivery proves they were delivered on the same day. One was accepted and one was refused.

It took 10 whole, unexaggerated minutes for them to answer the phone, and the guy claimed that I had sent the wrong bill. After debating the terms and conditions with him for another 10 minutes he agreed to "sort it out" but would not admit that they had made a mistake.

I will let you know their response when I get one.

Darrell

astralbee

pjclark1 wrote: »

E2Save refused my cashback on the basis I had made the 1st claim too early.
Athough the claim information was printed on my written contract and my online account.

My terms state clearly that I had to send the bill which showed I had been connected for 120 days. They rejected the bill I sent saying I should have sent the previous one, which arrived 106 days into my contract, because the airtime is paid in advance. I told them that was rubbish, as that is not what it says in the terms.

They also claimed that I have 30 days from the eligible date (120 days), which meant I had till day 150 to get the right bill to them. Again, this is rubbish as the terms state you get 30 days from the date of the qualifying bill.

Many companies offering free phones are messing customers about in order to make money (after all, they make nothing if they give you 100% of your cash back!). But I believe e2save are far more insidious. They are CPW's evil twin, set up in response to the loss of business to CPW by these other fly-by-night companies. They want you to have a rotten experience with e2save so that you buy from Carphone Warehouse next time.

I likely wont buy from e2save again, but on principle I will not buy from Carphone Warehouse either.

Darrell