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Customers Message Follows:
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Cashback/Chequeback - Mobile - All Pay Monthly/All Pay as you go
[Others(Vodafone, T-Mobile, Orange, Virgin, 3)]
My Query : I took out 2 dolphin package contracts for XXXXXXX1 &
XXXXXXX2. I have not received any prompts for my chequeback claims
and I do believe I have received my 6th bill. Please confirm the status.
Thanks
Date Submitted : May 21, 2008 12:42:41 PM
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Dear Mr Wright,
Thank you for your email.
I tried calling you today at 14.56 pm but was unable to get through.
I'm sorry to hear that you have not received details about your
redemption.
I'm pleased to confirm that for mobile number XXXXXXX1 you have a
redemption offer for £180, and this will be paid in four instalments of£45.
In order to claim your redemption you need to forward us a copy (at the address below) of your 6th(April 2008), 10th(August 2008), 14th(December
2008) and 18th(April 2009) invoice.
For mobile number XXXXXXX2, you have a total redemption offer for£180 and this will also be paid in four instalments of £45.
We require the same invoices for mobile number XXXXXX2, in order for
you to claim your redemption.
Please send your claims in separate envelops for each redemption that you claim.
Please allow up to 60-days for the whole process to be completed from when we receive your invoice.
The address to send your redemption claim to is as follows:
Redemptions
The Carphone Warehouse
PO BOX 356
Southampton
SO30 2PG
You can find more relevant information on the redemption process on our
website http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.TERMS.CHEQUEBACKOFFERS.MAIN
I trust this fully resolves your query, if there is anything else we can
do to help please respond to this email.
Regards
AM
Correspondence Department
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Customers Message Follows: ------------------------
Dear AM
I sent the bills in the post as requested.
Yesterday, I received a cheque for £45 (cheque number XXXXX) which
represents only one of the two contracts.
Can you please confirm I am still owed another £45 cheque?
Thanks as I look forward to your response.
Mr Wright
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Dear Wright,
Thank you for your email.
I tried calling you today at 17.03 pm but was unable to get though. I can confirm that we have issued two cheques for the value of £45 each.
You will shortly be receiving your second cheque.
Please accept my apologies for any inconvenience caused.
I trust this fully resolves your query, if there is anything else we can
do to help please respond to this email.
Regards
AM
Correspondence Department
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Dear AM,
I still haven't received the second cheque you promised in your last email.
Can you confirm when it will be sent?
Thanks
Mr Wright
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Dear Mr Wright,
Thank you for your email.
Please accept my sincerest apologies for any trouble or inconvenience caused to you while trying to claim your Redemption offer and for any delays in receiving your cheques.
I can confirm that I have looked at your account and on 28th May 2008 we
raised and sent out to you a cheque for the value £45, we do advise our customers to allow up to 28 working days before receiving their cheques.
I can confirm that this time scale has not yet passed and we are unable to re-issue another another cheque to you until this time scale has passed, please accept my apologies for this also.
I can advise you that you are due to receive your cheque by 7/7/2008 and should your cheque not be received by then, please email us again and
I will happily have your cheque re-issued to you.
Again please accept my sincerest apologies for any trouble or
inconvenience caused to you while trying to claim your Redemption offer.
You can find more relevant information on the redemption process on
our website
http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.TERMS.CHEQUEBACKOFFERS.MAIN
Should you have any further queries, please do not hesitate to visit
our website: http://www.carphonewarehouse.com/contactus.
I trust this is fully resolved for you. If there's anything else we can do to help you please reply to this email.
Regards
CK
Carphone Warehouse Customer Services
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Customers Message Follows: ------------------------
excuse me I am not referring to the cheque for XXXXXX1. That was received.
I am reffering to my second phone XXXXXX2.
Mr Wright
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Dear Wright
Thank you for your email.
I attempted to call you today at 12:00pm on XXXXXXX2 but there was
no reply.
I am very sorry for all the trouble you are having regarding your redemption chequeback.
We do not have any record of receiving your 6th invoice (dated April 2008) for the mobile number XXXXXX2. In order to resolve this matter, please resend a copy of your invoice by recorded delivery to
the address provided below so we may process your cheque:
Redemptions
PO BOX 356
Southampton
SO30 2PG
NB. The bill will not be returned.
Please remember that the Redemption process can take up to 60 days to be completed, as we do have a vast amount of cheques to process so we do request that you be patient, as contacting us prematurely can delay theprocess.
If you have already sent the invoice to us by recorded delivery, please can you provide the Proof Of Postage Reference Number and we will then be able to track your claim.
You can find more relevant information on the redemption process on
our website
http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.TERMS.CHEQUEBACKOFFERS.MAIN.
Should you have any further queries, please do not hesitate to email
us.
Regards
EP
The Carphone Warehouse Customer Services
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Customers Message Follows:
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I'd be grateful, if someone takes this query out of your standard
scripted workflow to read and consider, so that the proper action to
resolve can be taken..Thanks.
Now my response to your last email:
I get my invoices for both mobile phones in one single mailing. I sent
that invoice (for both) to you already.
The proof is the fact that you have sent me a cheque for one of the
phones (XXXXXX1).
Obviously, I cannot send it to you again as I no longer have it..Your
policy of "NB. The bill will not be returned." made certain of that.
If you go back to the documents you processed in issuing a cheque for XXXXXXX1 I think you will find it also includes the bill for XXXXXX2.
I am still confident in CPW's ability to resolve this query with me
having to escalate to a formal complaint.
Yours patiently,
Mr Wright
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30 June 2008
Dear Wright
Thank you for your email.
I am very sorry but we do not have a copy of the 6th invoice for the
mobile number XXXXX2. We do advise our customers to send their
invoice claims in seperate envelopes so that they can be seperately
processed.
Please send a copy to the following address:
Redemptions
PO BOX 356
Southampton
SO30 2PG
You can find more relevant information on the Redemption process on our
website http://www.carphonewarehouse.com/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.TERMS.CHEQUEBACKOFFERS.MAIN
Should you have any further queries, please do not hesitate to email us.
Regards
EP
The Carphone Warehouse Customer Services
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Customers Message Follows:
that's fine, I am going public with this now.
Let the UK consumer public decide if CPW has dealt with this fairly and properly.
I will be publishing this and all preceding communications on www.clik2complaints.co.uk
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