People who bought N80 from CPW

[chris tempest]

So I reordered the N80 yesterday from CPW on a back order. I phoned up the sales team and when making payment he told me about a £75 deposit taken by O2 which will be claimed back in 6 months from your monthly bills.

I went ahead anyway with it but I've never heard of anything like this before. I've had 2 contracts with Voda and never any £75 deposits.

I asked and the guy said even with my original online order, if I had of been sent the phone if it wasnt out of stock O2 would have contacted me and then I would have had to pay the £75 deposit.

Can anybody shed any light on this?

[mike_wall15]

Yes it's normal when they rate you as more of a credit risk, don't worry about it, it's all normal....

Credit ratings can vary with the different companies they use :)

[chris tempest]

Yes it's normal when they rate you as more of a credit risk, don't worry about it, it's all normal....

Credit ratings can vary with the different companies they use :)

I understood it had to do with the credit rating my only concern was, I ordered it with my grandads credit card to be delivered to his address since there is nobody in my house all through the day. Now when I originally played the online order I put in his details for the credit check. When I placed the order yesterday the sales advisor already had the details on computer but asked me to give him them again. I informed him they were my grandads and that I was ordering with his card. He then said we'll do the credit check in your name then :( I dont understand how he could use my details for my grandads card.

What I mean is, has this deposit been added because they think he or I has bad credit history?

[mike_wall15]

Those sort of questions would need to be asked direct.

Paying for the phone on a credit card with someone elses details is different to the bank details they will take the direct debit bills from. I would imagine that you are using your bank details....

The credit check would most likely involve the person who is paying the contract, which would be you. Although they may check the credit card too, to see it hasn't been stolen.

Mike

[chris tempest]

I just phoned up CPW

I told the sales guy the problem and he said it was against the law what I had done. News to me but whatever. He was also being an arse hole but then the CPW people usually are.

He cancelled the old order and started a fresh. I gave him My name and address and My bank details for the direct debit payment. He said that was fine and there would be no more £75 deposit. Now I had to pay for the hand set. I was then asked for payment but I cant use my Visa Electron on the phone but this is where I wanted to use my grandads card. I've done this a thousand times before. All he would be paying for is the handset and it would be delivered to his house which obviously is attached to his credit card. Now that part which is against the law is ordering it to My name at his address.

I dunno I'm just confused. Why cant they be seperate addresses. My address for the direct debit payments and his address for the phone to arrive to?

Nevermind he said I'll just have to get it on my mums card and have it delivered to our address. So we'll just have to pick it up from the local depot.

[chaslam]

I would assume its for security reasons. Alot of websites do this to prevent stolen credit cards being used. If you can only send the phone to the address on the card, then you cant order with a stolen card, as it will just be delivered to the owners house, so your basically buying them a phone with their money, if you get what I mean.

[chris tempest]

I would assume its for security reasons. Alot of websites do this to prevent stolen credit cards being used. If you can only send the phone to the address on the card, then you cant order with a stolen card, as it will just be delivered to the owners house, so your basically buying them a phone with their money, if you get what I mean.

Yeah I understand, I didnt like the way the sales advisor was talking to me at all. Patronising as such. I'm a smart lad and he was talking to me like I was an idiot. It just seemed he couldnt be bothered to sort the order out. When I intially told him the problem he said 'Oh thats a lot of fuss' I asked what could be done about it and he replied 'We're gonna have to cancel it all and start everything again because you've broken the law sir'

I understand that because the direct debit address is different to the delivery address theres problems. Like I said we've ordered a lot of stuff under my name to my grandads address and never had a problem before.

I setup my grandads address as a secondary address at the bank for my Electron for this issue but payment cant be taken over the phone with electron. God damn, I should have just ordered from a CPW store to save this trouble.

[chaslam]

If your unhappy about the way the guy spoke to you, I would make a formal complaint. There is nothing worse then to have a rude CS advisor or to have someone that cant be bothered.

If I were you, I would make a complaint to CPW about it, as they shouldnt be saying "Oh thats a lot of fuss" as that is their job!

[chris tempest]

If your unhappy about the way the guy spoke to you, I would make a formal complaint. There is nothing worse then to have a rude CS advisor or to have someone that cant be bothered.

If I were you, I would make a complaint to CPW about it, as they shouldnt be saying "Oh thats a lot of fuss" as that is their job!

Well thats the payment sorted out, my mum just range through and used her card. Although he didnt quote her an transaction number this time. Its a half arsed job. I also forgot to as for the guys name which was stupid of me but they should be able to tag who made the order. I'll phone up first thing tomorrow morning. I'll probably be waiting in the que for another 20 mins. pssh!

When he asked for my account number he just asked 'whats your number' I was confused and he said you know your bank code dont you. I replied 'Are you talking about my account number' and he said 'Calm down sir!'

Anyhow thanks for the responses guys :D

[fox]

Well thats the payment sorted out, my mum just range through and used her card. Although he didnt quote her an transaction number this time. Its a half arsed job. I also forgot to as for the guys name which was stupid of me but they should be able to tag who made the order. I'll phone up first thing tomorrow morning. I'll probably be waiting in the que for another 20 mins. pssh!

When he asked for my account number he just asked 'whats your number' I was confused and he said you know your bank code dont you. I replied 'Are you talking about my account number' and he said 'Calm down sir!'

Anyhow thanks for the responses guys :D

You should definetly find out who you spoke to and make a complaint about him. I run a call centre and if any of my staff spoke to anyone like that they would face my wrath and most likely end up out on their a**e! I think CPW record all their calls so ask them to pull up the recording and listen to it.

I'm glad it wasnt me who was talking to this person or I would have wiped the floor with him haha :cool: :)

[Marwood]

If you have time, and the inclination put the complaint in writing too, in a letter.
Charles Dunstone (Chief Executive Officer)
The Carphone Warehouse Support Centre,
1, Portal Way,
London.
W3 6RS.
According to page 2 of their brochure they are very proud of the 'retail awards' they have won. Charlie boy writes, (probably rhetorically), "...we'd like to hear from you if you think there's anything we could do any better."
It speaks volumes for their attitude to customers and undermines their ongoing staff training programme if they are prepared to employ people like that.
The very best of luck mate,
M.

[chris tempest]

I'm never quick enough to react thats my problem. I always think of what I should have done after the incident. He spoke to me inappropriately and was definitely trying to manipulate me. I admit I altered my tone as the conversation progressed but I felt he was talking to me as though I was an idiot especially when I didn't understand what he was asking for.

If I worked in a call centre I wouldn't dream of speaking to any customer like that no matter what their query, its just bad etiquette.

I hope the call is recorded and also thanks very much for the address Marwood. I dont expect the letter to be taken very seriously as I'm just a kid but I will write it. I'll make the call tomorrow morning so we'll see how it goes.

I also need a transaction number so I can track this order.

Thanks guys,

[Marwood]

Hey chris, you ain't 'just a kid' your a potential long term customer with perhaps a high disposable income in the future.
If a young man goes into a Merc dealer to ask for info and a brochure or two, cos he's dead keen on Mercs, he deserves to be taken very seriously, cos he will be tomorrow's customer. Turn him away or be rude and he won't forget that. He may never buy a Merc all because of one idiot!. He goes to the BMW dealer and they treat him well, he might buy BMs for the rest of his life. So might his own son etc.
It is human nature to think about what you should have done after the event. I'm not that young (not very old either!!) and I mess up all the time. It's easy to be caught off guard when you have certain expectations about how you should be treated. Don't beat yourself up about this, every one does it, and evey one is open to manipulation. Lord knows how many times I've been a 'victim' ,( you ask my wife!), and I have a first class hons degree in English language, with my minor in Social Psychology (load of arse that is too...!)
Writing the letter will be cathartic at the very least and you never know!
Dont' get mad (with youself) get even.
Here endeth the unnecessary and overly self indulgent lesson!
Sorry but I won't have you blaming yourself!
M.

[chris tempest]

Hey chris, you ain't 'just a kid' your a potential long term customer with perhaps a high disposable income in the future.
If a young man goes into a Merc dealer to ask for info and a brochure or two, cos he's dead keen on Mercs, he deserves to be taken very seriously, cos he will be tomorrow's customer. Turn him away or be rude and he won't forget that. He may never buy a Merc all because of one idiot!. He goes to the BMW dealer and they treat him well, he might buy BMs for the rest of his life. So might his own son etc.
It is human nature to think about what you should have done after the event. I'm not that young (not very old either!!) and I mess up all the time. It's easy to be caught off guard when you have certain expectations about how you should be treated. Don't beat yourself up about this, every one does it, and evey one is open to manipulation. Lord knows how many times I've been a 'victim' ,( you ask my wife!), and I have a first class hons degree in English language, with my minor in Social Psychology (load of arse that is too...!)
Writing the letter will be cathartic at the very least and you never know!
Dont' get mad (with youself) get even.
Here endeth the unnecessary and overly self indulgent lesson!
Sorry but I won't have you blaming yourself!
M.

I understand completely but staff training obviously teaches them something different. No matter how bad of a day he was having 'bad excuse' no way should he speak to a customer like that. The thing is if they did have the conversation recorded and they played it back it probably wouldnt seem as bad as it was at the time but regardless I felt patronised. He asked if I was in employement I told him I'm a fulltime student. I study an 'BA Hons in music production' From then on his tone altered, well that and I asked him again to clarify why I couldnt have the item delivered to a different address.

I studied business at A level so I'm quite clued up when it comes to handling business but I probably sounded the biggest idiot on the phone.

Its not nice being the victim huh. Also another issue which made it more difficult was the chaps accent and the fact that I was making the call from a Samsung mobile which made it even harder to hear :p

But yeah I dont blame myself just wish I had of acted at the time.

I'm not really a kid, well I'm 19 but again the young arent taken very seriously the majority of the time.

I think sometimes the brash tone is just a character trait of that particular person but if that is the case, they shouldn't employ somebody like that to communicate custom.

Thanks again,

[Marwood]

Yep, the bloke is a wan**r!
Sorry, I didn't want to sound up my own arse with that last post. You are right, and I have have total empathy with your situation. I guess I just went off on one a bit.
Cheers,
M.

[chris tempest]

Yep, the bloke is a wan**r!
Sorry, I didn't want to sound up my own arse with that last post. You are right, and I have have total empathy with your situation. I guess I just went off on one a bit.
Cheers,
M.

Ha ha ha you didn't sound up your own arse lol.

On the positive side of this, I will hopefully own an N80 in the not so distant future :D

[Marwood]

Same here:laugh:
Thanks.
M