CPW / O2 - PAC Code nightmare!

soolin

amf wrote: »

I've already googled this issue and it would appear that this can be done. That is what my wife intends doing and we will never touch CPW with the proverbial bargepole again!

I hope that you get sorted:)

I'm back from work and there is no sign of any phone...yet. So maybe they did manage to find the new handset and cancel it.

Special delivery letter has been sent as well, so I can do nothing now but wait.

soolin

Just a quick update. Cty link just tried to deliver the new handset so I have rejected it. The man wasn't at all surprised, he said this week hae has had more rejected that accepted and he asked what was going on.

I'll wait until my letter shows as delivered tomorrow and then I'll phone CPW and ask for my PAC again.

amf

amf wrote: »

No, nothing yet, soolin.

I had intended asking her to call CS a couple of days after receipt to chivvy them about the PAC, reminding them if necessary that they were obliged to supply the PAC within 2 days of receipt of the request. That idea might not work as the RM site does not show the item delivered. I wouldn't put it past this mob to say they hadn't received the request (despite the opening gambit in the call received earlier today).

I've now printed off a further copy of the PAC request which I'm posting and dating tomorrow. If received by 9/1/08 that will be exactly 30 days before the 12 month contract is due to expire. I just feel it best to be able to demonstrate without doubt that the PAC request has been received and I'm hoping that RM will this time log delivery on their website.

Well, today brought some good news and bad news from 02 CPW.

Good news - A letter saying we are sorry to see you are leaving us. It confirmed the end of the contract - at the end of the 12 months initial period.

Bad news - no PAC!

I suppose I'll have to get SWMBM to phone CS......that should be fun:eek:

john-306

Had to ring up another twice and low and behold a text last night giving us the PAC, hopefully it's all ok and goes through on the 17th Jan, fingers crossed:rolleyes:

amf

amf wrote: »

Well, today brought some good news and bad news from 02 CPW.

Good news - A letter saying we are sorry to see you are leaving us. It confirmed the end of the contract - at the end of the 12 months initial period.

Bad news - no PAC!

I suppose I'll have to get SWMBM to phone CS......that should be fun:eek:

She phoned CS and a most apologetic lady apologised for the absence of a PAC. She said that she would put the canx through again, this time requesting a PAC, which would be texted to her early next week, with written confirmation to follow.

I've told her not to hold her breath........

raj75

mrizzo wrote: »

Carphone Warehouse
PAC Request
Ref 1007/02
PO Box 345
Unit 19
Southampton
SO30 2NR

I posted my PAC request letter to above address on Wednesday the 9th and I got the PAC code today via Text message. The message says the PAC expires on March 1st (so it is valid for nearly 2 months). I thought PAC is valid only 30 days?.

Durrsaku

I got my PAC too. Letter was send to the above mentioned address and was not send recorded delivery. Today i received the cod via text message.:cool:

knuckledragger

My OH is on the same merry-go-round with CPW O2. Letter getting sent off today, who knows if we'll be the lucky ones in the PAC lottery?

edit
PAC arrived via sms 23.1.08

JohnGeddes

Ofcom insist that mobile operators issue a PAC (or tell you why they cannot/ will not) in two working days.

I have been through the pattern that seems pretty common: struggle to find address, write with the required info, wait and wait and wait - then call CPW again.

Because my Recorded Delivery proved that the request had reached them six working days back, the agent (who accepted that they received it, but who confirmed that the request was not on their system) graciously put the request in place manually. I could expect the PAC by SMS within another four working days.

Why not within the Ofcom 2 days? Because "we only collect the mail from the PO Box twice a week".

What an impressive organisation - but not as impressive as Ofcom. I called them to explain that - if true - this meant that CPW could not possibly achieve the 2-working-day response on PAC codes.

With mobile companies standing to make a lot of money out of being slow in issuing PAC codes, I expected that those charged with enforcement might be keen to investigate: I offered them my recording of the call (I had warned the agent that I was recording the call for contractual purposes at the outset) - but zero interest. They would email CPW "to ask them to send your code and to remind them of their obligations". You can imagine the reaction at CPW: "watch out chaps, better sharpen up our service, even if it costs us profit, because Ofcom have emailed us to remind us of our obligations".

In the absence of a useful Ofcom, the only useful advice is:

1. Record all calls to CPW - a cheap microphone connected to your PC, in front of a speakerphone is enough. You have to warn them that you are doing this at the outset of the call: I had one agent hang up on me when I told them this, but the other two did seem to take particular care - and I do have a record that might just help.
2. Use Recorded Delivery for your PAC request.
3. Don't give CPW any leeway; if you haven't had the PAC by the third working day after delivery, call Ofcom on 0300 123 3333 and get them to chase CPW. I know I said that Ofcom are limp and useless, but the call to them will cost you less than to CPW and the only way Ofcom are going to spot systematic failure (if the slow response experienced by me and other correspondents turns out not just to be bad luck) is if they see an increase in the number of interventions they have to make.
4. Tell other people about your experience with CPW. If CPW are in fact a fine and decent company, then the number of happy experiences will outweigh your troubles in forming the "street" view of the company. But if, by any chance, they are systematically making life difficult for customers, then you will have done your bit to help adjust the public regard for the company, and as a result (perhaps) their share price. And however little regard any company has for its customers, they do care when their share price suffers!

manutd99

Most of the posts are dated January except for the last one. What is process now? do they still give you the runaround. My contract expires 30 july. Luckily i have read this thread so will be on the phone to them ASAP and hopefully complete it in time as pay £45 per month and do not want to continue any further.

Any one recently asked for a PAC? what was the service like?