CPW O2 Retentions Thread

Steve_xx

darren72 wrote: »

Best to record the telephone call (if you can). - Then you have evidence of what was offered/accepted.

Yes this might be useful. However, during any telephone conversation you would need to make reference to the telephone number or the account number, otherwise the telephone conversation might relate to any phone!

sujman

MJTHFC wrote: »

And did you or sujman get anything in writing or by email? Or you just taking their word for it?

I'm also going to aim for something like this when I begin negotiations shortly... Just to put my cynical hat on for a second, these are great deals, but what happens when you send the first cashback claim in and they say that they have no idea what you're talking about??

The agent said that full details of the deal would be sent in the post within 14 days. However, the 14 day cooling off period started at the point of the call, so could end up in the scenario where I get the written confirmation after the cooling period ends.

I mentioned this anomaly to the agent and she assured me the deal was above board and that the calls where recorded anyway.

Generally speaking, as the last 12 months have worked like clockwork, I am more inclined to "trust" what I was told over the phone.

However, as a back up, should I rec'v no paperwork just before the 14 days are up, I may consider cancelling and starting again.

mug51

if you haven't asked for written confirmation, fire off an email using the online form in contact us>>email us>>CPW, and asked for confirmation of the deal and say you would like it via email, they seem to always do what you say in the email, or they may call you back, then just ask for it then since they know what you want.

when i emailed to asked information of my contract and what due changes were to be made, they phoned me up and told me what i was on, but was wrong (too long to say, but it was simply an accepted 18 month contract which i decided to change with the 14 days to simplicity) and explained what i should be getting, then he assured me i was getting what i wanted, he then asked if i still wanted email confirmation, wasnt bothered so said yes. best be safe, and is all finally sorted now.

sujman

Following advice from an earlier post, I emailed CPW to confirm my cashback deal. Here was the response (sent less than 24hrs from enquiry):

Dear *****

Thank you for your email.

I tried to call you today at 09.08 am on ****** but was unable to
get in contact with you.

I am happy to confrim that you have redemption claims of £420.00 on your
**** and **** mobile accounts. To redeem the offers on
your accounts you are required to send in your 4th, 8th and 12th month
invoices (November 2008, March 2009 and July 2009) for both accounts in
seperate envelopes as only one invoice per envelope will be processed.
For every invoice that we receive a cheque of £140.00 will be sent out
to you. Please allow 60 days from when we receive your invoice to have
it processed and to have your cheque raised and sent out to you.

The address to send your redemption claim to is as follows:

Redemptions
PO Box 356
Southampton
SO30 2PG

It is important that you forward the bill within 60 days of receiving
it, photocopies of your invoices are accepted. We advise customers to
send bills by recorded delivery.

I trust this is fully resolved for you. If there's anything else we can
do to help you please reply to this email.

Regards
Juyin Agbe-Davies

I'm pretty much satisfied that I will have no problems getting my cashbacks, unless someone can think of something I have not considered!

Regards

Steve_xx

That looks pretty acceptable to me sujman. Though it would have been the icing on the cake had they also mentioned:

a the amount of minutes and texts and anything else that's included
b the start and end dates of the contract period
c the monthly charge
d how, when and where notice to disconnect is to be sent at the end of contract

You might think that I'm being a tad picky. But these are all relevant and valid points and as I always say, better to sort it out before you are comitted, rather than have to attempt to unravel after a contract starts.

sujman

Steve_xx wrote: »

That looks pretty acceptable to me sujman. Though it would have been the icing on the cake had they also mentioned:

a the amount of minutes and texts and anything else that's included
b the start and end dates of the contract period
c the monthly charge
d how, when and where notice to disconnect is to be sent at the end of contract

You might think that I'm being a tad picky. But these are all relevant and valid points and as I always say, better to sort it out before you are comitted, rather than have to attempt to unravel after a contract starts.

Steve - I couldn't agree more. After I made my post, I thought exactly the same as you and replied to CPW asking more or less what you suggested. I will post back their response.

darren72

sujman wrote: »

Steve - I couldn't agree more. After I made my post, I thought exactly the same as you and replied to CPW asking more or less what you suggested. I will post back their response.

Sujman,

Which e-mail address did you use to contact them ?

Thanks

sujman

darren72 wrote: »

Sujman,

Which e-mail address did you use to contact them ?

Thanks

I went via their website, under "contact us".

When they replied, the email address I could reply back to was:

[EMAIL="customerserviceo2@cpwplc.com"]customerserviceo2@cpwplc.com[/EMAIL]

sujman

Below is response to my various queries clarifying the new cash back contracts. Seems all covered now!!

Thank you for your email.
I can confirm that your new 12 month contracts begin on the expiry of
the original contracts, 8th August 2008, and expire on 7th August 2009.
The new tariff on both accounts is the £35 per month including 400 any
time, cross network minutes and 500 text messages per month. The new
tariffs will take effect from 19th August 2008.
Your previous cash back claims have been with e2save, who do require you
to send a cash back voucher with your claim. Your recent upgrades were
agreed with The Carphone Warehouse, we do not need cash back vouchers to
process your claims. All necessary information about your cash back was
included in our earlier email.
I trust this is fully resolved for you. Please reply to this email or
contact Customer Services on 0870 111 7200 if there is anything else we
can do to help you.
Regards
Tanyia Pennington
O2 Customer Services

JimArnold

Called yesterday to cancel my E2save contract after 12 months was up was offered same tarif 400+400 for £10 I refused

Got a call back from special customers department (yeah right !) because I had built up loyalty points (in 12 months yeah right again !)

got offered without much haggling and accepted
600 minutes 500 texts + free voicemail + free ITT + free Nokia 2310 (very basic back up phone worth £25) for £40 a month 12 month deal with £480 cashback ie free
phone arrives tommorrow - new 12 months to start from 26th ie at the end of my 13th month

Was also promised the details in writing within 5 days


we shalll see