CPW O2 Retentions Thread

mobilejunkie

I bet it doesn't!

radarjay

Phone arrived today as promised and the mintues and texts have already been applied to my account.

For once CPW have really outdone themselves with customer service. My ex has a contract direct with 02 and upgrades each year and her phone always takes at least 48 hours to arrive. I only ordered mine around 7/8pm last night.

mobilejunkie

I'm impressed. Not sure how they could have got it to you today if you only spoke with them last night. They use Royal Mail and after 1700 it's too late to post it.

Element54

Hi, been a keen lurker. I just want to make clear, do CPW offer non-redemption deals? I have talked to the upgrades department, not the retentions, and they state that they don't do non-redemption deals...

MEMBER02

mobilejunkie wrote: »

I'm impressed. Not sure how they could have got it to you today if you only spoke with them last night. They use Royal Mail and after 1700 it's too late to post it.

manutd99

Element54 wrote: »

Hi, been a keen lurker. I just want to make clear, do CPW offer non-redemption deals? I have talked to the upgrades department, not the retentions, and they state that they don't do non-redemption deals...

They do offer non-redemtion deals. Upgrades will not offer good deals as their deals are redemtion deals. Only retentions department offer the good deals.
I got offered similar tariffs with for both upgrades and retentions and retentions was cheaper. The upgrade guy didnt even know the retentions department existed. As upgrades is based in london and retentions is based in Preston. Just phone customer services and say you want a pac code as upgrades couldnt offer a good deal and they will automatically offer to put you through to Retentions.
Im gonna ask for the £5 per month deal when i ring up

p1an0player

mobilejunkie wrote: »

No sure why anyone believes anything they say - or why you'd be so keen to pay for any contract with them when there are better free ones elsewhere from a more trustworthy company than this bunch of liars.

Mobilejunkie, do you still stand by this? I'm coming towards the end of an O2 CPW contract and am wondering what to do. Which more trustworthy companies do you suggest?

JAYMARSH2005

I'd avoid CPW at all costs, had a massive dispute with them today, All my staff are tied with there contracts and I'm getting rid of them all, they are a pain in the a*rse (CPW Not my staff) palmed me off with a refurbished handset which I took out of the box in store and it looked like it had been thrown at a wall, refused it and was rudely spoken to by the sales guy, told me that it was a refurbished phone, and when I tried to tell him it looked liked it had been run over by a 12 ton wagon he just said, well what do you want. !

Steve_xx

The real problem with CPW retentions is in their absolute reluctance to send any written documentation in support of their offers. Yes they mention that there is a 14 day cooling off period, yet within that timeframe there is still no appearance of any supporting documentation. What you do note is that your existing contract will change with immediate effect and this will only become apparent when you receive your next bill.

I for one will not accept any contract new or changed without first having sight of the written detail of it. Recently I allowed an upgrade to two handsets, both within their final month of a 12 month cashback contract, and I insisted to their retentions department that I be given full written details of the proposal. They promised me that this would happen, but it didn't. On the 6th day of the 14 day cooling off period I spoke and wrote to CPW and told them that i could not accept the deal and that effectively it was to be cancelled. The guy was rather abrupt, but I told him that I'd made it clear to him from the outset that without written detail that I would not allow the contracts to stand.

One of the two contracts has now ended, but I have received billing for the remaining handset which is altered, ie a new contract has started. This new contract ought not to have started until August 6th, but it was actually started on July 3rd. When I called their general number regarding the final cashback for the old contract I was told to send the 2nd bill of the new contract to them in order to claim it. This is supposedly becaue my former contract was for 18 months and as I had upgraded on month 16 then I would need to send the second bill of the new contract since that would equate to bill 18. This is incorrect as my last contract was a 12 month one. Alarm bells rang loudly and when I phoned the retentions guy he absurdly intimated to me that as they were such a huge company, that one bit of them didn't know what the other was doing! So that doesn't bode well for any of their customers who are desparately trying to unravel their complex method of contract administration.

I am in the middle of unravelling this lot. However, the once nice and assuring retentions guy no longer replies to my emails. However, via another channel I have been assured that this final contract will end on its original anniversary of 6 August, despite my not having sent the DRN in until 9 July. In addition, Royal Mail track and trace tells me my cancel notice was received by CPW on 9 July, yet according to CPW they have not received it.

I will use CPW again for cashback deals. What I wont allow is for a retention situation to ocur again at the end of any contract. It's about time that CPW learned the importance of the written word. I would urge anyone not to accept any oral contract because while the oral contract is legally binding, it is too difficult to prove.

pathfinder2

Would I be right in thinking if you stay with CPW O2 on a fairly standard discounted deal, you're ok, but anything more complicated and they tend to fall to pieces and you suddenly find out that you haven't got what they said you were going to get.