Carphone warehouse - Should I pursue this?

Just_a_girl

So Me again, Posted a few days ago about changing number from Orange to Orange!

So I got that sorted and ordered the newphone via topcashback - with the HTC Incredible deal of £100 cashback for that model. On friday I get an email saying there is a problem with my payment and to give them a call.

I give them a call and the lady says she cant authorise my payment and am I sure my card is registered to my address. I said yes but agreed to go to the bank saturday to double check it. The bank tells me it is and I also looked at the screen, she told me I had amazing credit history and she double checked to see it hadnt been bared.

So I phone carphone warehouse back up and she tells me, that I have actually passed all the credit checks but there system wont accept the format of my address and do i have another card. I do but I havent updated the address, she checked and said that card would work and to re order it.

So I say if I re order it the Cashback deal has now ended and I wont be eligiable for the cashback. She said I would need to speak to Customer services to see if they would honure the deal. The next thing I know I get a text and email saying my order has now been cancelled. I rang customer services up and they said it would have to go through Sales, so they put me through to sales and the first thing he tries to do is find out what phone I want, How many Minutes etc. So I say I have already picked my deal and the reason I was ringing was because my order was cancelled through no fault of my own, it was there stupid system that meant it wouldnt accept my address and if I ordered I would now be out of pocket and could they match the deal by reducing the Contract from £30 to £25 a month and he was like 'NO'.

I'm not genrally a persistent person, but I have cancelled my other phone now, and through no fault of my own they cancelled my order because of there system so I am now going to be phoneless, I have waited 9 months to upgrade to a phone I wanted so I dont want to just go out and get any phone for another 2 years, I would really like this one.

I guess my point being the day I ordered the phone, they would have paid the cashback provider £100 at some point, so as it was there fault they cancelled - why they can not honour it. When I asked again and calmly explained it wasnt my fault and I have lost out because of them, he said I know but we cant do anything, to which I said nothing at all and he said no. End of conversation.

Shall i ring back up and chase this? I'm sure they are able to offer deals, My OH went into a shop the other day to upgrade, said these do this and they matched it just like that no questions. I could understand if this was my fault but I have done nothing and now I have lost out - seems very unfair!

any advice?

grumbler

I think the best you can do is to cancel/return the order and to place it again online.

Just_a_girl

Thats what they told me to do, but the cashback Offer run out on Friday, so I will no longer be eligible for the £100, which is why I wanted follow it up. As i originally placed the order for the cashback to be granted and they cancelled it first without telling me and secondly them cancelling it was only down to there system not accepting the format of my address, So why I should loose out seems unfair when its their problem that has caused me to have to re-order - you see?

gjchester

I know it's not what you want to hear but unfortunatly cashback is never guaranteed, the offer expired and due to the cancellation you missed it. If they re-instated the original order your cashback is still not guaranteed. TCB do specifically state

Please do not make purchase decisions based on expected cashback as it is not guaranteed.See our Terms and Conditions for more information.

If you still want to buy the phone do so, but you are unlikely to get the cashback, it was valid in a set time and thats now expired. I relaise it was down to the card, but CPW could say it;'s down to how you have it stored at the bank.

Is it really worth the hassle especially as if I'm reading this right you haven't even taken out the contract, just bide your time and a better offer will come along.

jenniewb

I'd email to let them know of your diappointment in their errors and that it has affected the way you view them, that next time (and your still looking) its likely you'll take any other offer above CFW as a result (I would anyway just because I'd not want to be messed around with again), it may not get any results at first but it may get them to pull-themselves-together and act more professionally if you do need to use them again.

mobilejunkie

CPW... "professionally"...

:rotfl::rotfl::rotfl:

Exhortation

Just because you've missed out on that one particular deal doesn't mean there aren't offers out there that are equally good or even better. Three, for instance, are currently offering £107 cashback on The One Plan. T-Mobile are offering £150 on a 3GS or iPhone 4 contract and O2 are offering £100 on any phone other than the iPhone on an 18 or 24 month contract as long as you buy an accessory. Vodafone offer some very good cashback deals on sim-only.

I found all these deals in less than five minutes of looking on TCB. It's amazing what you can find with just a bit of effort.

Just_a_girl

gjchester wrote: »

I know it's not what you want to hear but unfortunatly cashback is never guaranteed, the offer expired and due to the cancellation you missed it. If they re-instated the original order your cashback is still not guaranteed. TCB do specifically state

Please do not make purchase decisions based on expected cashback as it is not guaranteed.See our Terms and Conditions for more information.

If you still want to buy the phone do so, but you are unlikely to get the cashback, it was valid in a set time and thats now expired. I relaise it was down to the card, but CPW could say it;'s down to how you have it stored at the bank.

Is it really worth the hassle especially as if I'm reading this right you haven't even taken out the contract, just bide your time and a better offer will come along.

Sorry about the delay in my response, I was sulking...Haha no i wasnt i was just busy with work. I know Cashback isn't guarenteed, but to be honest I havent had a problem with all the cashback I have claimed before. My point was basically I have 100% lost out on this cashback, where as if the order had been processed and not cancelled it would have more than likely have been agreed (with a small chance of decline).

I have been looking at other cashback deals, I am the number one Bargain hunter!! but the thing is the reason I haven't upgraded for the past 10 months is there was no phone that I really wanted, I didnt want to sign into a two year contract with something I dont really want, so I waited. I saw the HTC incredible S and this just so happens to be the one I want, and unfortunatly it seems to be exclusive to Carphone warehouse and a few other internet sites....I had considered Mobiles.co.uk but there seems to be so many poor reviews that I just dont know if I can trust them...

I know the HTC Desire HD is very simular and I was originally looking at this, but as silly as this may sound, I have very small hands and the few mm in size will make all the differece between me being able to hold the dam thing or constantly dropping it.

So it seems if I want the HTC incredible I am stuck with Carphone warehouse (which I now do the £50 CB) but this makes me slightly annoyed that I have lost out on (maybe) another £50 because of there silly system, and If I order again, I could have the same problem....which then leaves me back to square one!!