Carphone Warehouse : 02 Terminate Contract

Goshysdad

I am amazed you managed to get that far. I called them yesterday asking to cancel a contract phone. No matter what I said, no matter how I pleaded, I could not get them to give me the address to cancel the contract. They passed me from one 'adviser' to the next. Each one demanded to know the reasons I wanted to cancel the contract. Then countered with some reason why I should not cancel.

Their questions were intrusive and an infringement on personal privacy. Even when I told them (my employers had given me a phone and reasonable use was permitted) they demanded to know if my employers would monitor the bill to see who I was calling!

In the end I said that I had asked them no less than seven times for the address, would they give it to me PLEASE?

But no. they continued with their speil. Then I told them - out of desperation- that this was ridiculous; I was recording the call. Suddenly the adviser stopped in her tracks. 'That's illegal!' says she.

Well, it might be Carphone Warehouse's policy to frighten you off, but they should know very well that recording calls is perfectly legal if you tell them:rotfl:, but she disappeared off and after a minute or two returned and said she was terminating the call because I was recording it. I asked her again, just to tell me the address I had to write to, but no, she cut me off.
One wonders what kind of muppets they employ. If they have nothing to be ashamed of they have no need to be afraid of being recorded. Their website says THEY record calls. So they have no problem with them recording calls, it's their unhappy clients they have the problem with.

I think I have done everything reasonable within my power to terminate the contract.
In the interim I have emailed 400 contacts, including the media consumer programs drawing attention to these people and their practices.

I would never have any dealings with this company again.

mkh

Intasun32 wrote: »

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:

Hi again: Just to update you.. The address I mentioned above worked. So, the correct address is the one in southampton with SO30 2NR. They sent me letter to confirm the disconnection date.. and my final bill date. It did go smoothly in my case, though, after some nagging by CPW. One more thing.. use the 08000490049 free phone number. It works!!

KK21_2

My wife tried to cancel the phone which was in her name; previously used by our son.

As she had never had a PIN number for the phone, we thought it best to phone last night, prior to the official earliest date for cancelling, which I was given a few weeks ago for her phone.

Despite stating several times that she didn’t want or indeed need another phone and that she wants to disconnect, this was not accepted by the e2save sales staff.

She has diabetes, so doesn’t need too much stress. Last night, she therefore agreed to let e2save phone me to ask if I want another phone … just to give herself a break and let the stress reduce.

They are in for a hard time tonight if they phone me

mcdelarich

I think some sight of the situation is being lost. Carphone Warehouse/E2Save obviously get paid commission by the networks for new connections a upgrades, so that is why they are pushed. Retentions staff are targetted on how many "saves" they can make. If you look at other companies like: Sky, Virgin Media, any Broadband, Gas, Electric supplier, Credit Card company etc etc etc, they will ask loads of questions if you try to switch, try to make it as awkward as possible and suddenly pluck up a new deal or a new excuse to make it harder to leave. With O2 contracts now gong directly back to O2, rather than having Carphone Warehouse billing, this could cause issues and is a very tricky situation. I don't suppose anyone remembers when Phones4U used singlepoint for O2 and voda, and then Voda bought the business out. Anyone who was on O2 singlepoint was treated awfully and had a nightmare to find an address to cancel. The other thing to consider is that with all the deals and the fact that Carphone don't have the monkey of Vodafone on their back anymore, they can offer some pretty good deals across all the other networks. (As they don't have to try and keep voda happy, and voda made up less than 10% of their busines, they can develop stronger relationships and better deals with the other/better networks).

At the end of the day, all companies don't want to lose your business and will try to make it tricky if you're even one week late in sending a letter it could cost about £10... not the end of the world. And as for sending recorded delivery, that JUST makes sense, it covers everyones back and is proof you have sent it.

ferretktf

I just phoned to cancel and they just offered me 50 mins + 100 texts FREE for 12 months ... £300 credit / £25 pm tariff no cashbacks required.

given the dearth of 12 month contracts this sounds pretty reasonable no?

coal32

ferretktf wrote: »

I just phoned to cancel and they just offered me 50 mins + 100 texts FREE for 12 months ... £300 credit / £25 pm tariff no cashbacks required.

given the dearth of 12 month contracts this sounds pretty reasonable no?

that's what they offered me as well. i took it as you can't lose really. Just make sure they start it after you get your last bill for current contract if you're still claiming a final cashback. I think if you change tariff within 12 months you may not get final cashback.

Steve_xx

coal32 wrote: »

that's what they offered me as well. i took it as you can't lose really. Just make sure they start it after you get your last bill for current contract if you're still claiming a final cashback. I think if you change tariff within 12 months you may not get final cashback.

........and of course they are proposing to sending you all of this detail in writing?

soolin

Steve_xx wrote: »

........and of course they are proposing to sending you all of this detail in writing?

I was going to post something similar...the contract I am currently having problems with never worked out properly but as we had a family emergency when it was taken out I left it too late to make a fuss. It was supposed to have been a £20 a month contract with certain months free on an automatic cheque back quarterly, but ended up being £30 a month and me having to fight tooth and nail to get my 'automatic cheque backs'.

When I did start to question it I was told the deal I had made very careful notes of and which I had double checked several times could not possibly have been offered and I must have misunderstood. I was told that unless I had anything in writing from them to confirm the deal it was obvious I was a 'chancer' . As they had refused to put the deal in writing in the first place I wasn't in a position to argue with them several weeks after the event.

Steve_xx

soolin wrote: »

I was going to post something similar...the contract I am currently having problems with never worked out properly but as we had a family emergency when it was taken out I left it too late to make a fuss. It was supposed to have been a £20 a month contract with certain months free on an automatic cheque back quarterly, but ended up being £30 a month and me having to fight tooth and nail to get my 'automatic cheque backs'.

When I did start to question it I was told the deal I had made very careful notes of and which I had double checked several times could not possibly have been offered and I must have misunderstood. I was told that unless I had anything in writing from them to confirm the deal it was obvious I was a 'chancer' . As they had refused to put the deal in writing in the first place I wasn't in a position to argue with them several weeks after the event.

Absolutely.

Always, always get them to write it down and send it to you. If they won't or they say that they cannot, then you must automatically be suspicious of the deal.

coal32

Steve_xx wrote: »

........and of course they are proposing to sending you all of this detail in writing?

thats what customer services said. "you'll get new airtime tariff details through the post" I asked that she set up the new account after 21 Jan. she made a note on the account and said that ok.

but, i'm going to call them now to make sure.