Phones4u - Motorola RAZR V3 Black Clearance, o2 400 (£35) 12m contract, 99p per month

dhan

^ ^ ^
Yes ..... that will be helpful !!

Well done Saeed .......... it gives us all hope!!

You

Finally received cheques for two family accounts after lots of hassle.

A bit of advice for anyone still banging their heads against a brick wall. This is how I did it:

Stayed calm but showed continued dispeasure. Made it clear that it was their mistake in shredding our applications which had met their terms and conditions to the letter (and been signed for on special delivery). As a consequence of it being their error, made it clear that I would not jump through new hoops, and that they would have to do it my way:

I insisted on being given the email address of the service rep I was speaking to. I said I would email the first page of the 1st and 6th bills as this was what the T&Cs requested. I refused to send the 7th or anything else as the terms were clear. I read them out over the phone. I scanned and emailed the redemption certificate and the 1st and 6th bills. I emailed again requesting to receive confirmation that the cheque had been issued. Received email confirmation and cheques came after 10 days.

Good luck, just stay firm and don't accept doing anything other than what was orgiinally requested. Refuse to resend anything by post as it was they who shredded the origianl applications.

Artistxman

You wrote: »

Finally received cheques for two family accounts after lots of hassle.

A bit of advice for anyone still banging their heads against a brick wall. This is how I did it:

Stayed calm but showed continued dispeasure. Made it clear that it was their mistake in shredding our applications which had met their terms and conditions to the letter (and been signed for on special delivery). As a consequence of it being their error, made it clear that I would not jump through new hoops, and that they would have to do it my way:

I insisted on being given the email address of the service rep I was speaking to. I said I would email the first page of the 1st and 6th bills as this was what the T&Cs requested. I refused to send the 7th or anything else as the terms were clear. I read them out over the phone. I scanned and emailed the redemption certificate and the 1st and 6th bills. I emailed again requesting to receive confirmation that the cheque had been issued. Received email confirmation and cheques came after 10 days.

Good luck, just stay firm and don't accept doing anything other than what was orgiinally requested. Refuse to resend anything by post as it was they who shredded the origianl applications.

More good news...will try this as it means less time on the phone. Thanks

dhan

I am yet to send the 2nd and 7th bill ........... I am thinking of taking the same line coz they have got all my details and acknowledged it was their fault. Is this wise or shall I just send the requested bills....... I was planning to do so tomorrow until YOU came along with his success!! Any ideas??

You

dhan wrote: »

I am yet to send the 2nd and 7th bill ........... I am thinking of taking the same line coz they have got all my details and acknowledged it was their fault. Is this wise or shall I just send the requested bills....... I was planning to do so tomorrow until YOU came along with his success!! Any ideas??

Obviously you have to make your own decision and decide what's best for you. My logic in taking that line, and I spelt it out to them on the phone, was that I would follow the printed terms and conditions and not go along with contradictory suggestions from staff. I pointed out that I had been told different things by different people each time I phoned, and suggested that the problem was that they had different T&Cs depending on whether a phone was bought on line or in store, and that they had had changed the claim method numerous times in the last few months. By taking that approach, ie implying that it must be down to a logistical error at their end rather than malice, I thought it would be more productive, (although I personally believe that somehwere along the line they could have spotted the trend and solved it if they wanted to from above). Make it clear that the redemption form that you are emailing is quite clear in what it demands (1st and 6th bills), that this is what you sent to start with, that it is their error that brings you to this situation, and that you are effectively giving them a last chance to comply with their own terms before going to the small claims court, and you won't follow advice that contradicts their terms as you have no idea what line the person that receives it will follow.

That said, if the person is giving you their email address, will personally confirm by email that the claim is processed, then you may take the decision that scanning and emailing the 7th bill is OK. But I would certainly not do this by fax or post, as you don't know what line the person will follow who receives it. It could shredded or lost again.

Good luck.

Jonjulie

Well ended up faxing 1,2,6,7 bills today,still awaiting confirmation of receipt,but i wont wait up...Really feel like making a stance and going to a Small Claims Court,they are blatantly conning people.

riz_uk

Jonjulie wrote: »

Well ended up faxing 1,2,6,7 bills today,still awaiting confirmation of receipt,but i wont wait up...Really feel like making a stance and going to a Small Claims Court,they are blatantly conning people.

I was told to send in my 2nd and 7th bill which i did, Phoned up a week or so later and was told that my cashback account or something wasn't set up when i purcahsed the phone. Had to fax my latest bill again (good thing i took a copy) which they have received. i was told that i would receive the cheque within 28 days - still haven't received it. Getting worried now.

Saeed

Artistxman wrote: »

Excellent news Saeed...Could you copy your ltter template here for us to use! Did you have to send the latest bill again by post or fax? Thank you

Artistxman: See letter below. It is very close to what I wrote. I would not entertain sending it by post. I asked for fax number and sent it FAO the person I was talking to. The next day I phoned up and confirmed receipt and recorded the conversation. I also kept a fax log from my fax machine. Finally I faxed the pages that I enclosed in my letter, namely the covering letter, redemption form and the 2 bills month 1 and month 6. I read above that people are being asked to send in month 7 and 2 and 1 bills. What is that for????? Tell THEM the terms and conditions state month 1 and 6 bills. The term and conditions state with 28 days. The terms and conditions state you will receive your cheque within 28 days. Don't let them mess you guys about. I gave them a bit of a bollocking on the phone about this as I HAD stuck to the T&C's, they had not.



just came back to the site after a few days. Unfortunately do not have the letter on this computer but went along the lines of :
Further to our conversation I am faxing you the covering letter, redemption form and 2 bills.
I sent you my redemption claim on 8 august by special delivery and royal mail confirms delivery on 9 august with a signature. Upon phoning you on 26 august, I was told it was probably being processed, I asked to confirm that you had received it and at no point was I told that you had not received it, at the time I spoke to Julie reference number 11132433. It has now been 28 days since posting my redemption form and I have not received by cheque. I have now been told that it has actually not been received I am very disappointed with the way Phones 4 u has handled my claim.

Please fast track this cashback request and I look forward to receving my cheque within the next 14 days.

That was basically the jist of it and I put in 1 or 2 arsey comments.

Seems to have done the trick! Good luck

Artistxman

Saeed wrote: »

Artistxman: See letter below. It is very close to what I wrote. I would not entertain sending it by post. I asked for fax number and sent ....

Seems to have done the trick! Good luck

Thanks Saeed...I phoned yesterday again and they are forwarding my faxed 6th month bill. I couldn't get the e mail ID for the person on the other side, but was given a general e mail ID: [EMAIL="web.support@phones4u.co.uk"]web.support@phones4u.co.uk[/EMAIL]. I have sent a strong worded e mail asking them to reply with in 14 days. If nothing happens...I will follow your template and fax everything again. I have all the proof here..so, still feeling confident.

Saeed

Make sure you indicate in your correspondence that have everything logged. I rolled off the dates and times and names of the people I spoke to so I think they could tell that I wouldn't let them get away with it. I also wrote in the above letter that I have had a number of cashback deals and this was my first with phones 4 u and so was disappointed by their service .

Keep at it. I am sure all you guys will get it, it's just a matter of time.:)