Carphone Warehouse don't like telephones
Or emails, or any other form of communication other than recorded delivery letters, apparently. An email I got today from them, snipped in some places:
A bit of background. Over a year ago I extended my contract with 02 via Carphone Warehouse for another year. Part of the sweetener deal was that they'd send me two "cashback" payments during the year to make up for the fact I wasn't getting a shiny new phone to go with my contract.
Except the first cashback never turned up. When I realised this and phoned up their customer services I was told that it would appear as an automatic rebate on my next bill.
So I waited, and when that didn't happened I rang them again. This time I was told that the advice I was given by the last chump I'd spoken to at Customer Services was basically rubbish, and the money should be paid directly into my bank account.
When that didn't happen I rang them up and they told me they'd send me a cheque...
When that didn't arrive (possibly because they didn't use recorded delivery?) I ...
Well, you get the point. Another case of big company with rubbish customer services because, basically, they don't seem to care once they've got your money. Ho hum.
Dear Mr ...,And my emailed reply:
Thank you for your email.
I am sorry to hear that you wish to end your contract with O2 and The Carphone Warehouse.
Please be advised that we do not accept e-mail requests for
disconnections.
. . .
If you still choose to disconnect after you have spoken to our Loyalty Team you will be issued a DRN. Once you have this you will be required to send us written notice as per the terms and conditions of your contract, including your DRN in the letter. Your account will be disconnected 30 days from the receipt of your letter.
I would advise you to send your letter via recorded delivery, as proof of postage may be required.
. . .
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
Carphone Warehouse Customer Services
Dear Carphone Warehouse Customer Services,I don't expect much to be honest, but it's important to get stuff off your chest sometimes, isn't it?
Please note that I didn't send the request for disconnection via email, I sent it via the form on your website having logged in to proved my identity. I fail to see why a company would require a letter to provide a basic service. Also I fail to see why I should have to pay to send a letter recorded delivery when you could just print out the email.
What does a letter provide that a request lodged on your website or a phone call don't? The web site and phone call both require confirmation of identity. And there's no requirement for a letter to ADD services to a phone contract. For a company to insist on paper-based communication in an age when many people are trying to cut down on waste paper and transport, especially a company supposedly rooted in "modern communications", seems strange.
By principle I don't send letters unless I really need to. If I have to send a recorded delivery in this case, when there are other means of communication available that are just as secure, quicker, and use less resources, I would like an explanation why.
Sincerely,
Simon
A bit of background. Over a year ago I extended my contract with 02 via Carphone Warehouse for another year. Part of the sweetener deal was that they'd send me two "cashback" payments during the year to make up for the fact I wasn't getting a shiny new phone to go with my contract.
Except the first cashback never turned up. When I realised this and phoned up their customer services I was told that it would appear as an automatic rebate on my next bill.
So I waited, and when that didn't happened I rang them again. This time I was told that the advice I was given by the last chump I'd spoken to at Customer Services was basically rubbish, and the money should be paid directly into my bank account.
When that didn't happen I rang them up and they told me they'd send me a cheque...
When that didn't arrive (possibly because they didn't use recorded delivery?) I ...
Well, you get the point. Another case of big company with rubbish customer services because, basically, they don't seem to care once they've got your money. Ho hum.
---
3 years later and you still haven't fixed it!
Your credit card form validation is broken! It does not work. You are
turning away customers who are trying to give you their money! Are you
doing it on purpose?
Peoples names can contain characters other than the letters a-z.
I suggest you try running a query on your database to get a percentage of
user accounts that have never completed an order, then try the same query
on people who have non-alphameric characters in their names. I'm sure
you'll see a sizeable increase in the percentage of people who have failed
to order from you. That's all the business your programmers have lost you,
add mine in there too.
In most other countries, such names are unknown. - especially the US.
Then add that to the people in the call centre being under pressure to meet certain sales targets etc., being poorly paid and unhappy themselves, and you can see why this is a recipe for unhappy customers.
You knew you shouldnt have got me started, didnt you. :o)
They work on the principal that most people can't be bothered writing a letter, so they'll just give up and stick with the contract.
The sad thing is, it probably works in a lot of cases.
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