been ripped off by e2save, who to contact?

shafeeq

Hi

I sent my 4th Bill on January 5th 07 recorded delivery to CPW. On royal mail it just says it's on it's way. Phoned CPW this morning, they says they have not received it and to contact royal mail. arrrrrgggggg

I just have to send it again, I know cpw know that they don't sign for the mail so they can just say they have not receive it

Shafeeq

g33za

shafeeq wrote:

Hi

I sent my 4th Bill on January 5th 07 recorded delivery to CPW. On royal mail it just says it's on it's way. Phoned CPW this morning, they says they have not received it and to contact royal mail. arrrrrgggggg

I just have to send it again, I know cpw know that they don't sign for the mail so they can just say they have not receive it

Shafeeq

You should be able to in your case fax it to them.. I have done this with cpw even though I had sent my claim twice recorded.

If they refuse ensure they make a note on their system to say you have spoken to them.

IMPORTANT: One of the reason they may not process you claim is if you have a combined bill (as was my case with Orange) and the 2nd page of your photocopy shows a different number than the one you are claiming for. You have to rearrange the pages so that the 2nd page shows the number you are claiming for. ****s cant be bothered to look a few pages ahead.

shafeeq

g33za

Thanks for the advice, do you know which number you used to fax.

Thanks once again

Shafeeq

blinko

shere1 wrote:

I had 2 txt from them. First one said they had received my bill etc. Second one (sent a few hours later) said my claim had been successful.

i havent received anything and its been almost 20 days odd !!

g33za

shafeeq wrote:

g33za

Thanks for the advice, do you know which number you used to fax.

Thanks once again

Shafeeq

I havent got the number to hand (at work) will check when I get home. But I am pretty sure you have to make sure they are expecting you to fax (or email) it.

Might be worth ringing them and telling them you've posted it recorded twice now and that time is running out and you dont want to miss on the cashback.

When I had a similar problem I spoke to them I mentioned "small claims court" and i had been doing the "cashback game" for 2 years so I was confident I had followed their instructions completely. All in a nice way of course, no need to be rude to them. eventually they gave me a fax or email (cant remember now) to send my copy of bill to. Eventually got sorted.

pentangle

I had a similar issue to that mentioned by others in the thread. I ordered on 29th August and the phone was delivered on 5th September. I sent in the December bill which was the 4th, only for CS to inform me that they wanted the 3rd which was November and I was now too late.

However, having emailed CPW, C Dunstone etc, I got an email saying that 'as a guesture of goodwill' they were paying up even though I had not sent in the four month's bill. Note the phraseology - not the fourth monthly bill which is what was asked for.

Of course it all contradicts the website:
1. in my personal account section it asks for the December bill
2. in the ready reckoner it asks when the phone was delivered (not ordered) and asks for the December bill
3. to claim 'your free gift' it says send in your 4th monthly bill - December again

Had they not agreed to pay up I would have had no hesitation in going to the small claims court. Its very easy. First you send them a Letter Before Action and tell them that you will commence proceedings if they have not paid up in, say, 10 days. Then you just go to https://www.moneyclaim.gov.uk
In answer to an earlier question, I understand a lot of people have gone down this route and have invariably been paid out with costs assuming they had a proper claim. One customer has sued them eight times so far and got paid out every time! They trade on the fact that many people just give up and go away. Personally I would never let them get away with it.

iani

We have had *exactly* the same problems as you guys.

Have had no success so small claims summons to e2save.com for £83 now on its way.

p_i_n_g_u

My experiences with CW/e2save:

- missed out on first chequeback payment after being told by customer support that there was no time limit on claims (I was abroad for a few months so was told I could leave it until I returned home). Turns out this is the case for CW, not e2save. They are part of the same company, I use the CW website to manage my account and CW phoneline for suport, they didnt ask if I was an e2save customer before giving the wrong info.

- missed out on the second payment as, again, CW customer support gave me the wrong info - they said I could fax the claim in any CW store - I did this, again no one asked whether I was an e2save customer.

- sent complain letter to e2save, no reply after 3 months

- wrote in for 1 months notice to terminate the account (after 12 months) but 1 month later it was still active, they claimed they had nopt received the letter so paid another £35 for an extra month's contract that I didn't need.

- Have just resent the letter with an update to CW and e2save, not too confident of a reply. May have to go down the small claims court route, wont deal with CW/e2save again, especially as my mother had the misfortune of regestering for talktalk broadband, which is another story..

fossman

fossman wrote:

Just sent an email to Charles Dunstone via the Carphonewarehouse website.

Not holding my breath though.

RESULT!!!! :j

Sent another email to Charles Dunstone via the Carphonewarehouse website on Monday 15 January 2007.

Basically I put that I had been promised a cheque by 11 February 2007 which is 5 months after I sent my claim in. I pointed out the terms and conditions of the cashback deal state cheques will be received within 28 days of the claim being received and that if I did not receive the cheque by 11 February 2007 I would be putting the matter in the hands of the small claims court and would be claiming for the £82.97 cashback plus 4 months interest, plus telephone call charges for the numerous calls made to the cashback customer services.

This morning (17 January 2007) I received a call from the Carphonewarehouse asking for my bank card details so they could credit the amount direct into my account. This process will take upto 28 days so I will let you know when I get the cash.

pjmony

Just got a nice surprise.
I'd had my cashback claim rejected (I'd sent my 8th bill - they said it was the wrong one - although they didn't say which one they wanted!)
I went to the e2save web-site and, without logging in and based on the date I bought my phone, it says I should have been asked for 6th/12th bills!
I then logged in and it says bill-dates which go with my 3rd/7th/12th bills.
All the literature I have just says 4th/8th/12th bills.
As you can see there's something wrong somewhere. To be honest I'm glad I didn't look on the web-site before - it would just have confused me.

Anyway I emailed the 'CEO' from the CarphoneWarehouse web-site link late last night. This morning I got a txt msg to my phone apologising for rejecting my claim and they say they're re-raising the cheque.

So 2 good things :-
1 - they DO read the emails sent to the CEO
2 - I should be getting my cashback
HTH

P.S. Thanks to all that posted about this - especially about using the CEO route. I though I'd been a bit thick. All the details posted here helped me pull my finger out and complain.