Carphone Warehouse : 02 Terminate Contract

mobilejunkie

The reason is obvious. As for the other word - they lost any understanding of it's meaning a long time back, unfortunately!

splashthecash

I am getting exactly the same bullsh*t. They told me to write in and that the letter had to have various information or it would be ignored. At no point did they tell me the letter had to be sent recorded delivery. I called today after writing to them on Monday to find out when my PAC number was going to be sent to me. They then inform me that unless the letter is sent recorded delivery it won't be actioned. I am then lectured on the poor service from Royal Mail! I should have known - they span the same tale with my husband several months ago. I now have to write in again - chances are I will be charged another month. This is outrageous behaviour! I'll never use them again.

mkh

CPW are giving misleading info. yesterday was the 34th day before my 12 months term is over. I called them to terminate my contract. But the CS told me to call today..i.e. 15 Dec. When I called the CS said its too early.. I should call on 17th december to get the DRN and address to send the letter. When I challenged him and asked his name and warned him he immediately gave me the DRN and address.. anyway the address he gave me is:

Disconnections REF 1006
PO 345 Unit 19 Southampton SO30 2NR

Can anyone confirm if this is correct?

Intasun32

mkh wrote: »

Disconnections REF 1006
PO 345 Unit 19 Southampton SO30 2NR

Can anyone confirm if this is correct?

This was the address that I was given on another forum. When I called CPW for info I asked if this was the address and I was told it was not, but to call back 34 days before the expiry of my contract and I will be told then.

Nowhere in the T&C is there any mention of this procedure, it states only to give a minimum of 30 days notice to 1 Portal Way London W3. I think that CPW are taking us all for mugs, sorry I KNOW they are .............

Just noticed the postcode you quoted SO30 2NR, I have SO2 02N.
Keep us informed of how you get on. :beer:

Steve_xx

The contract terms state "at least" 30 days notice is required to terminate. There is nothing to stop anyone giving notice at the start of the contract period to the effect that they want the contract to end on the last day of the minimum contract period.

There is nothing to say how that notice should be served, or to where, and there is no mention of DRN's. Therefore, none of it, except that stated below, is enforceable. I cannot see where their reference to paragraph 7 points.

It must be absolutely possible for an individual to bring the contract to an end at the point of expiry of the prime term of the contract and without undue hindrance.

8.2 This Agreement may be ended either by you or us giving at least 30 days' written notice, in accordance with paragraph 7 of the General Terms. You must pay all Charges incurred during the Agreement.

Intasun32

Steve_xx wrote: »

The contract terms state "at least" 30 days notice is required to terminate. There is nothing to stop anyone giving notice at the start of the contract period to the effect that they want the contract to end on the last day of the minimum contract period.

There is nothing to say how that notice should be served, or to where, and there is no mention of DRN's. Therefore, none of it, except that stated below, is enforceable. I cannot see where their reference to paragraph 7 points.

Steve_xx

You are correct. The print is that small I have had to use a magnified glass to read it.

T&C 11.5:
'You may end this agreement at any time by writing to CPW at the above address to give notice 'IF' :'

T&C 11.5.1 to 11.6.2 only apply if you are breaking your contract and CPW are to apply a penalty or returning your handset, no mention to any termination of contract.

T&C 11.3: All other cancellations, ie termination of contract, refers you to the o2 customer service number 0870 111 7200.

They don't make it easy, do they?

Steve_xx

Wait a minute. I'm looking at CPW's terms here. Then there is 02's terms. I can't see in CPW's where it says what you said it says in term 11?

11. Right of Cancellation 11.1 If you are a private consumer you may cancel any purchase at any time within 7 working days from the day after completing your order for the Services (in respect of Services) or 7 working days from the day after receipt of the Goods (in respect of Goods) (“Trial Period”) without incurring any obligation or liability to us, however, you may not cancel any services once we have started to provide them with your agreement. In the event of any such cancellation you must return the Goods (including any accessories which were included in the price of the Goods) with proof of purchase, at your cost by sending it special delivery to the address in clause 11.2 below. Please note that if you do not return all accessories that were included with the Goods, we shall be entitled to charge you for the cost of the missing items. If you do not return the Goods to us in accordance with this Agreement, you must make the Goods available for collection and we may charge you the costs we incur in collecting it. You may examine the Goods, but must take reasonable care of it until returned or collected (we consider this to be undamaged with its original packaging).
11.2 If, after notifying us of your intention to cancel your contract within the Trial Period, you have failed to return your Goods to CPW by sending them special delivery to Direct Returns, CPW Logistics Centre, Bilston Road, Wednesbury, W. Midlands, WS10 7JN or you fail to make them available for collection as requested, you hereby irrevocably agree to pay CPW the retail price of the Goods and you authorise us to take this amount from your credit or debit card or through such other means as we may require.
11.3 If you cancel your contract you must:
11.3.1 either notify us in writing to The Carphone Warehouse Ltd, 1 Portal Way , London, W3 6RS, by email by clicking [here]or by phone on 020 8896 5400;
11.3.2 retain possession of the Goods;
11.3.3 take reasonable care of the Goods until we collect the Goods, or deliver the Goods to us; and
11.3.4 ensure that the Goods are returned, or made available for collection, (as the case may be) in the same condition as it was when they were delivered to, or collected by, you (as the case may be).
11.4 If you cancel your contract, we will refund the monies you have paid to us within 30 days of you giving notice under the relevant contract.

Intasun32

Steve_xx wrote: »

Wait a minute. I'm looking at CPW's terms here. Then there is 02's terms. I can't see in CPW's where it says what you said it says in term 11?

We seem to have different T&C, I have been quoting from the T&C for CPW/o2 'For New Customers' which I received when connecting in July 2006. The Upgrade T&C differ. At the bottom of the last page where the 'DD Guarantee' is printed there is a reference: 9545 ZZDMO2TCMAY.

Have you found anything regarding o2 T&C on the CPW website, as I can't?

KK21_2

I contacted them and was told I had to phone on 27th December, as my phone contract ended on 31 january.

I did this but was told that I was 1 day too early, so had to try again on the 28th

I did this and was told the same thing AGAIN ... 1 day early

I have two phones which I bought at the same time, but for some reason one wass OK to terminate yesterday. I got a disconnection code and wrote off, RECORDED DELIVERY to a Southampton address.

The other phone I managed to get a disconnection code for today ... but you'll nt believe this

Initially they tried to tell me I was too early AGAIN.

The chap on the phone line then tried to offer me a free phone for a year, but despite repeated refusals from mem they offered again and again, each time with more calls and more texts included.

No, I want out

It sems from the comments here and my experience, E2Save / Carphone Warehouse are not too good at customer relations

HAPPY NEW YEAR TO ALL READERS

Intasun32

KK21 wrote: »

I contacted them and was told I had to phone on 27th December, as my phone contract ended on 31 january.

Hi KK21,

There is another thread that will interest you:

http://forums.moneysavingexpert.com/showthread.html?t=644211

There's quite a few of us in the same boat.

Happy new year & good luck with CPW :beer: