Complaint against Carphone Warehouse that they are refusing to pay promotional cashback £150

forum_member_00

Hello MSE community,

This is regarding a  fraud / cheating Carphone Warehouse are committing with many innocent consumers like us. Do  you have a screenshot of the  CPW promotion they published during June 2023 (until 4th July 2023)  about purchase of  Samsung S23 Ultra on their online website , if you purchased one through the CPW June 2023 promotion please ? 

The issue that I experienced was: CPW advertised promotion during June 2023 until 4th July 2023 , if one buys Samsung S23 Ultra before 4th July 2023 from CPW on monthly ID contract , one could get guaranteed £150 cashback from CPW, if one trades-in an old mobile phone either working or broken, as per the promotion T&C my old Samsung S3 model was eligible. I purchased new Samsung s23 ultra on monthly contract from CPW on 02/07/2023 paying upfront £ 290 with 24 months ID contract £29/pm. Sent my old working samsung S3 i820 to them. I have a proof that old phone was working as , on 2nd July 2023, day of purchase of new phone , I took photo images of my old S3 screen as a proof that it is working, its screen showed the model no. IME etc, as a proof that phone was able to show 'settings' screen and it was in top working condition. There is no scratch to phone as per the photo image   CPW are now refusing to pay my cashback of £150 as per the promotion. I filled necessary promotion cashback forms well in time. CPW Cust. Service are arguing that my old phone had £ 0 value as per their tool , In their promotion advertisement on 2nd July 2023, there was no mention that the old phone has to have value more than £0 . CPW are duping and cheating innocent customers like us all. I have seen these type of  complaints on forums like 'Complaints Board' against CPW 

oldernonethewiser

If you use their tool to check it shows that phone to have a value of £0.00

https://www.carphonewarehouse.com/mobiles/trade-in/product-details/samsung/samsung-galaxy-s3-mini-i8200?mid=290

Apologies if I got the wrong phone there.

forum_member_00

Hi oldernonethewiser, point is not that valuation of my old phone is zero, I knew that from their tool, point is CPW did not advertise into their promotion explicitly that they will not give cashback if the value of old phone is zero. Had they stated that into their promotion, no body would have purchased costly phone like S23 Ultra from CPW . I would like to defame CPW against these fraudulent activities, can you all please get me your valuable advice further ?

Alderbank

You knew that the valuation of your old phone is zero.

You say that CPW did not advertise into their promotion explicitly that they will not give cashback if the value of old phone is zero.

The exact wording of the CPW offer (now expired) was:

CLAIM YOUR OFFERS
CLAIM £200 CASHBACK WHEN YOU BUY THE SAMSUNG GALAXY S23 ULTRA SIM FREE
BUY THE SAMSUNG GALAXY S23 ULTRA AND GET £150 ON TOP OF YOUR TRADE IN VALUE WHEN YOU TRADE IN AN ELIGIBLE PHONE

Terms and Conditions (CPW): Initial Trade-in value will vary dependent on device. Offer available when you trade in online and in store and continues until 04/07/2023. Additional discounted values only apply when you trade in any eligible handset and purchase a new Samsung S23 Ultra. Trade In value and additional promotional value discounted off the upfront cost of your phone when you buy in store, or via BACS transfer if online, or if the trade in plus enhanced value is higher than the cost of the device. For online, your promotional amount will be paid as a separate transaction once we have assessed you qualify for the promotion, your trade in device payment will be paid on receipt of the device. If the device is bent, broken into pieces or any of the internal parts are showing, it is classed as 'Beyond Economic Repair' or BER. A device that is BER or has ZERO value and cannot be traded in. For online trade in, a promotion form for further information will be provided through a confirmation email. This form must be completed in order for promotional payment to be made. Offer not available in conjunction with any other offer. Subject to availability.

That says explicitly that a device that has ZERO value cannot be traded in. It is very clear.

The offer was only available if you were able to trade in an old phone, working or broken. Some people did successfully trade in phones with broken screens. They were only valued at £5 or so but because they had a value greater than zero they were accepted for trade-in.

 You said 'I would like to defame CPW against these fraudulent activities, can you all please get me your valuable advice further?'

You didn't read or understand what the offer was. My advice is to forget trying to defame them.

oldernonethewiser

The terms of the offer were published on their website, as posted above. 

It is unfortunate that you missed the important detail. 

forum_member_00

Hi, 
Thanks for your help. I did see this promotion somewhere in hot deals. It says 'If the device is bent, broken into pieces or any of the internal parts are showing, it is classed as 'Beyond Economic Repair' or BER., My old phone as is evidenced by pictures, was not broken etc. was in top condition. In addition the text aforesaid was not available on actual promotion website where I made purchase on 2nd July, it did not have these elaborate T&Cs