Carphone Warehouse / O2 top-up refund

prowla

melbell wrote: »

But customers who demand the company bend over backwards for them are not the sort the company want.

CPW have done nothing wrong, Network 3 and o2 so similar NOT

The customer made a mistake, the company didn't care.

Better companies will offer refunds for mistakes; it's called customer service.

Nobody demanded the company bend over backwards - that's a bit of an exaggeration.

MamaMoo_2

melbell wrote: »

But customers who demand the company bend over backwards for them are not the sort the company want.

CPW have done nothing wrong, Network 3 and o2 so similar NOT

It's hardly bending over backwards. It takes 2 minutes to cancel and isn't hard to do. As a company, helping out when you've ballsed up is expected and won't gain them many brownie points due to the error being their fault in the first place. However, helping out a customer who has made a mistake is something a customer will remember. "Hey, I made a big screw up, but the company went above and beyond what they had to to accommodate me, that's blooming nice of them, I will definitely use them again due to their lovely customer service!"
So those two minutes spent helping someone who made a mistake could gain them glowing word of mouth reviews and potential future custom. Doesn't take a genius, really.

briankelleher

melbell wrote: »

CPW have done nothing wrong, Network 3 and o2 so similar NOT

Both names are numbers, that's pretty similar.

mattyprice4004

briankelleher wrote: »

Both names are numbers, that's pretty similar.

If we're being pedantic, the O in O2 in actually a letter

SuperHan

It's not about CPW not offering sufficient goodwill, it is IMPOSSIBLE to process a refund on top ups. They may be able to cancel it with the provider, however, the systems will not allow a refund. So short of the CPW employee taking the money out of the till and handing it over to you, with no audit trail, possibly risking his job or being accused of theft etc etc, there is no way to give you your money back.

Also, CPW would still have to pay the £15 (or a percentage thereof) over to O2, as they would not be able to cancel the transaction on their systems, and so would be making a loss.

So no, I don't imagine shops are too bothered about keeping customers who make unreasonable demands, because they're usually loss making customers. It was worth a try for a return, but to say you won't shop their in future is just absurd.

nomoneytoday

Why not buy your future top ups at a supermarket, then you can earn some points or rewards too

MamaMoo_2

SuperHan wrote: »

It's not about CPW not offering sufficient goodwill, it is IMPOSSIBLE to process a refund on top ups. They may be able to cancel it with the provider, however, the systems will not allow a refund. So short of the CPW employee taking the money out of the till and handing it over to you, with no audit trail, possibly risking his job or being accused of theft etc etc, there is no way to give you your money back.

Also, CPW would still have to pay the £15 (or a percentage thereof) over to O2, as they would not be able to cancel the transaction on their systems, and so would be making a loss.

So no, I don't imagine shops are too bothered about keeping customers who make unreasonable demands, because they're usually loss making customers. It was worth a try for a return, but to say you won't shop their in future is just absurd.

Again, that's still CPW's issue as they have stupid systems.
Every item sold should be able to be voided or refunded on the till in case, for example, a staff member mishears and prints out a £50 voucher instead of £15, or some other error occurs that is not the customer's fault.

prowla

SuperHan wrote: »

It's not about CPW not offering sufficient goodwill, it is IMPOSSIBLE to process a refund on top ups. They may be able to cancel it with the provider, however, the systems will not allow a refund. So short of the CPW employee taking the money out of the till and handing it over to you, with no audit trail, possibly risking his job or being accused of theft etc etc, there is no way to give you your money back.

Also, CPW would still have to pay the £15 (or a percentage thereof) over to O2, as they would not be able to cancel the transaction on their systems, and so would be making a loss.

So no, I don't imagine shops are too bothered about keeping customers who make unreasonable demands, because they're usually loss making customers. It was worth a try for a return, but to say you won't shop their in future is just absurd.

I once bought a top-up at Tesco, but when I went to use it it said it had expired.

I took it to Tesco and told them it had expired before the printed date.

They gave me a refund.

So, it is possible to give refunds on top-ups.

nomoneytoday wrote: »

Why not buy your future top ups at a supermarket, then you can earn some points or rewards too

And there's another reason too.

pmduk

prowla wrote: »

I once bought a top-up at Tesco, but when I went to use it it said it had expired.

I took it to Tesco and told them it had expired before the printed date.

They gave me a refund.

So, it is possible to give refunds on top-ups.

And there's another reason too.

You must be going back years. I haven't seen a printed voucher for a long time. What happened years ago may not necessarily apply now.

dacouch

pmduk wrote: »

You must be going back years. I haven't seen a printed voucher for a long time. What happened years ago may not necessarily apply now.

Printed vouchers are still readily available for payg top ups.

I've had a refund for a payg voucher before, the telecom provider told me they allow a certain amount of time, I can't remember the exact amount they said but it was circa 45 minutes.