Carphone warehouse contracts issue

mbesuma

Hey!

I'll try to explain this as best as i can

I placed an order online at the carphone warehouse for a £20 a month contract, £29 for the handset on the 3 network. I got an email saying

We can't send you your order just yet
Before we can complete processing your order, we require some more information from you.



What do I need to do?
Give us a call on 0845 655 5050*. We're open 8am - 8pm Monday - Friday, 9am - 6pm on Saturday, 11am-5pm on Sunday and 10am-5pm on Bank Holidays.



If we don't hear from you within five days we'll cancel your order automatically and no money will be taken from your account.
Regards

I didn't contact them, or my bank. Instead I went into the store, and explained to the salesman that i had got this email. I showed him the email on my phone, and he suggested we try to get the contract on his computer. He put in all of my details, then said to me 'Sorry, 3 won't give you a contract' he suggested we try a different network as some are hit and miss, he said. We tried again with the Orange network, and I was accepted, however the deal was £26 a month (£6 more than the one i wanted) I signed for it, as this is the first credit i've had, and want to increase my credit score.

I get an email saying 'we've processed your order and will be dispatching soon' I go to the store the next day, pick up the phone everything is great. When I get home there is a parcel, it's another phone, with a 3 sim card and contract receipt. I check my bank account and £29 has come out (the price of the handset for the 3 network offer)

So, they somehow accepted me for a contract on 3 after telling me in the store that i couldn't have it, and emailing me that it didn't go through. They said in the email that if i didn't ring them within 5 days the order would be automatically cancelled and no money taken from my account.

I emailed to explain that i had 2 contracts. They told me that because I did the Orange in store that I would not be able to cancel it now, but I can cancel the cheaper 3 contract because it was done online.

My point is, I only took out the more expensive Orange order because they told me I couldn't have the 3 contract. They then sent me the 3 one, and now tell me that i have to cancel it because i got the Orange one in store.

Why do they expect me to keep the more expensive contract after I was told I couldn't have the cheaper one? Then accept me for the cheaper one, and tell me I have to cancel it because I took out the more expensive one.

Sorry, i'm not that great at explaining things, I just wanna know where I stand, because I don't think it's fair. Any reply would be really appreciated,

Thanks

grumbler

It might look unfair, but you acted under impression that your online order wasn't accepted. For some reason it was accepted, but you have an opportunity to cancel it.

I see a reason for being unhappy, but I don't see any grounds for complaining and/or demanding anything.

Guys_Dad

You may be upset now but trust me you have had a lucky escape. Orange has its problems but 3's CD is abysmal.

Tony5101

Why didn't you just call them when they emailed you? It would've avoided all this hassle now.

Herongull

You could make a formal complaint to CPW.

Perhaps they will reduce the cost of the Orange plan to that of the three plan as a gesture of goodwill.

Or perhaps they won't.

But nothing ventured, nothing gained.