Sony Ericsson phone at carphone warehouse for £12.95 inc £10 credit.

danz0l

Must be 8 working days then as my 8 days is up otherwise

danz0l

OK out of frustration i contacted them via email today, quoting my Invoice Number, Transaction Number & Customer Number, stating i had waited well over 8 days (business working days or not) and still my £10 credit had not been applied to the phone.

It was right around that time that my wife noticed that the mobile number on the receipt did not match that of the sim they had given me.

Anyway to cut a long story short a very polite and helpful call centre staff member called Agnus called me and said that obviously there had been a mix up somewhere and that my sim was not the sim they had expected to be in the box with the phone. Shes given me £5 credit for my inconvenience and all i need do is pop along to any carphone warehouse where they'll issue me a voucher for £15 airtime credit to apply to this sim.

So check your sim number against your receipt mobile phone number and email them with your Invoice Number:, Transaction Number and Customer Number using the following form

http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.HELPINFO.COMPINFO.NEWCONTACTUS.BILLING.MAINPAGE

thepearce

danz0l wrote: »

OK out of frustration i contacted them via email today, quoting my Invoice Number, Transaction Number & Customer Number, stating i had waited well over 8 days (business working days or not) and still my £10 credit had not been applied to the phone.

It was right around that time that my wife noticed that the mobile number on the receipt did not match that of the sim they had given me.

Anyway to cut a long story short a very polite and helpful call centre staff member called Agnus called me and said that obviously there had been a mix up somewhere and that my sim was not the sim they had expected to be in the box with the phone. Shes given me £5 credit for my inconvenience and all i need do is pop along to any carphone warehouse where they'll issue me a voucher for £15 airtime credit to apply to this sim.

So check your sim number against your receipt mobile phone number and email them with your Invoice Number:, Transaction Number and Customer Number using the following form

http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.HELPINFO.COMPINFO.NEWCONTACTUS.BILLING.MAINPAGE

Blimey - you're lucky. I've just wasted an hour of my life on these jokers.

First time I was told they knew of the problem, transferred me, kept on hold and then cut off.

The second time they were clueless but eventually some details were taken and I was told to wait up to 8 days for the credit to appear.

I mentioned it was asking me for a password when I tried to register on the virgin site. Got told to speak to Virgin.

30 minutes (at my expense) to virgin and I'm told the number is already registered to someone else since August 2007 and that it would take 21 days to transfer to me.

danz0l

yikes In that case i'd take the phone to my nearesr carphone warehouse and ask for me money back.

thepearce

danz0l wrote: »

yikes In that case i'd take the phone to my nearesr carphone warehouse and ask for me money back.

I'll be leaving in a few minutes to do just that.

(They initially told me to post it back Special Delivery and then contact Customer Services for a refund of postage).

If anyone has problems follow the advice and email .

arealhighlander

danz0l wrote: »

OK out of frustration i contacted them via email today, quoting my Invoice Number, Transaction Number & Customer Number, stating i had waited well over 8 days (business working days or not) and still my £10 credit had not been applied to the phone.

It was right around that time that my wife noticed that the mobile number on the receipt did not match that of the sim they had given me.

Anyway to cut a long story short a very polite and helpful call centre staff member called Agnus called me and said that obviously there had been a mix up somewhere and that my sim was not the sim they had expected to be in the box with the phone. Shes given me £5 credit for my inconvenience and all i need do is pop along to any carphone warehouse where they'll issue me a voucher for £15 airtime credit to apply to this sim.

So check your sim number against your receipt mobile phone number and email them with your Invoice Number:, Transaction Number and Customer Number using the following form

http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.HELPINFO.COMPINFO.NEWCONTACTUS.BILLING.MAINPAGE

Using your link, choosijng Mobile Phone and Other PAYG it just says "For billing & payments, please contact your service provider directly."

What email address did you use to email them? Im in the same boat too, no£10, I phoned them the day after I got the phone a week ago and they said it would appear in the next few days.

UPDATE - Ive just noticed the same as someone else, the mobile number listed on the SIM card is NOT the same as the one on the invoice! No wonder I aint got the credit

MINCER_2

Wish I'd e-mailed them about the missing £10 now - half an hour on the phone just being told I'll have to wait upto another 7 days to be credited - 'if' Virgin agree that they haven't sent the top up.
CS advisor didn't know anything - tried to say that my contract for the purchase of the top up was with Virgin not CPW. Told me he couldn't credit me any sooner (but could if it wasn't sorted this time next week???)

Kept him on the phone longer than I needed to, just to be as bloody minded as he was being - he eventually hung up on me at five o'clock (presume it was the end of his shift).

Looking on this alternate thread - 2 people say their phones ended up with £20 on them.

http://forums.moneysavingexpert.com/showthread.html?t=757683&page=2&highlight=j110i

Anyone else think CPW gave Virgin the same numbers twice?

Edit - Oh and he insisted that if I tried to take the phone back to a CPW or sent it back I'd only get the £2.95 back as the credit is non-refundable.

danz0l

arealhighlander wrote: »

Using your link, choosijng Mobile Phone and Other PAYG it just says "For billing & payments, please contact your service provider directly."

What email address did you use to email them? Im in the same boat too, no£10, I phoned them the day after I got the phone a week ago and they said it would appear in the next few days.

UPDATE - Ive just noticed the same as someone else, the mobile number listed on the SIM card is NOT the same as the one on the invoice! No wonder I aint got the credit

Sorry try this link

http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.HELPINFO.COMPINFO.NEWCONTACTUS.FAULTYPRODUCT.MAINPAGE

Then select mobile phone, then pay as you go ->> Others (Vodaphone, T-Mobile, Orange, Virgin, 3) ->> A fault With My Product

I also emailed them at

http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.HELPINFO.COMPINFO.NEWCONTACTUS.ADVICE.MAINPAGE

Mobile Phone --> Queries regarding my order / new product

Give as much detail as you can in the response box and they SHOULD contact you quickly.

And yes seems its a rolling thing that the sim doesn't match the invoice mobile number so nobody would get the £10 credit. Kinda makes you wonder if thats intentional as many wouldn't bother asking to sort it out.

danz0l

MINCER wrote: »

Wish I'd e-mailed them about the missing £10 now - half an hour on the phone just being told I'll have to wait upto another 7 days to be credited - 'if' Virgin agree that they haven't sent the top up.

Kept him on the phone longer than I needed to, just to be as bloody minded as he was being - he eventually hung up on me at five o'clock (presume it was the end of his shift).

Email them as then you have a record of your dispute. They SHOULD phone you back and credit your account (you now have a carphone warehouse account number on your invoice) with the money so you can get a voucher to cover the £10 instore. Thats what she told me anyways.

dansandman

This is because a batch of Virgin sims were supplied to CPW with the wrong numbers attached to them. The easiest way to sort it is to go into a store, explain that the topup has taken longer than 8 days to go on and that the phone number is wrong. Then ask them to fill in a "failed top up form" on the computer. This normally takes about 5-7 days for the top up to be credited but I've never seen it not work.