Carphone Warehouse ID network - misrepresented in store

paddyrg

Hi All,

Bit of a rant - just went into CPW main local store ask in store about their new ID network which claims to be offering a better deal than three (whose backbone they use).

I am currently with three - I like the option of tethering upto 4GB/month as sometimes I just need to. I wanted to know about ID's tethering options.

There are zero printed terms available in store, so I had to enquire - and was told that tethering was 'unlimited'. I tried to clarify, not just unlimited data but unlimited tethering, and was assured it was included and unlimited. I pressed, they asked their colleague who also assured me it was unlimited.

I was advised I couldn't see the contract terms until they'd done a credit check on me (I wasn't confident in the two staff members to be frank).

They texted their manager in a different branch who again confirmed no problem, unlimited tethering.

Their manager then phoned (who? CPW/ID internal helpdesk was the suggestion) and texted back that they'd checked, and that unlimited tethering was included and that I should sign up on the spot. I was still uneasy so looked at the ID website they mentioned - and right in the middle of the Frequently Asked Questions ...

Tethering

Tethering is when you use one of your mobile devices (connected to the internet) as a modem for another device - usually a laptop or a Wi-Fi-only tablet.

Tethering price information

Please note that we do not allow tethering on any of our current plans. If you do use this service it is likely to use up large amounts of your data allowance very quickly, and you will be liable to pay any charge that may occur if you go over your allowance. Please check for updates on our website as this may change in the future.

That's not even my bolding, it's theirs.

So every single person from CPW selling their network whom I spoke to told me untruths in order to sell a contract. The store wouldn't let me even see the contract they wanted me to sign until after they'd got my details in an application for credit. The contract they wanted me to sign has materially very different terms from those they represented verbally.

I know pretty much all mobile phone sellers are as loveable and trustworthy as estate agents, but really... I don't understand why the industry still has to be a byword for incompetence and sharp practice. It's not 'emerging' any more, it has no reason not to have matured into professionalism - which involves not treating potential customers with such contempt. Imagine the kind of service I'd have ended up with if I'd proceeded?! Lucky escape it seems...

pmduk

paddyrg wrote: »

So every single person from CPW selling their network whom I spoke to told me untruths in order to sell a contract.

I suspect it was more down to it being a fairly new product and perhaps poor training than any deliberate attempt to mislead you.

maninthestreet

The OP managed to discover this restriction himself - why couldn't the CPW staff do this and ensure the OP was properly informed??

Fosterdog

It doesn't say that you can't tether, just that if you do tether it can use your data allowance quicker than not tethering and if you go over that allowance there will be charges. They do not allow for it in their plans but doesn't mean it can't be done.

That is pretty much the same as every other contract for either mobile phone or mobile broadband, sometimes even home broadband.

I have never had a plan that includes tethering but do use it occasionally and just monitor my usage so I don't go over my data allowance and have never been blocked or even charged extra.

From what I have seen plans that do include tethering have an allowance for normal use and an additional allowance for tethering but as you were looking at an unlimited allowance (probably with just the usual fair usage restrictions) I don't see how it would affect you.

enfield_freddy

the OP was told "and was told that tethering was 'unlimited'."

wealdroam

Fosterdog wrote: »

It doesn't say that you can't tether...

Did you see this in the quote in the original post?

paddyrg wrote: »

Please note that we do not allow tethering on any of our current plans.

paddyrg

I deliberately avoided using the word 'lies', choosing 'untruths' instead as it may be innocent incompetence as opposed to deliberate misrepresentation.

HOWEVER

The culture encourages staff to say whatever they like as opposed to actually finding out and finding a definitive answer in a durable form. The culture isn't one of 'Oh I don't know that, let me make sure for you because I need to know either way for my own professionalism so I don't have to make things up for the next punter through the door...', but to say something which could easily be disproved and exhibit no interest in being good at their jobs.

There is a place for honest mobile phone companies - the industry has such a grimy reputation and shows no interest in maturing.

olias

Had a similar experience. Was told that all id tariffs included inclusive allowances accross the EU. Bought a phone and contract only to discover once home that this was not the case, and only the most expensive takeaway tariff allowed use of inclusive minutes in europe. They admitted their mistake and cancelled the contract.

As you say, poor training.

Olias

whitejohn

Just rang and got the same advice that tethering is unlimited. Said they would put it in writing.
Did my own checks and no it's not allowed on ID network.