nj8

Joined: 06/12/2006
Posts: 7

onestopphoneshop
Posted on: 06/12/2006 @ 13:32

I was impressed by the sales side of this operation (owned by carphone warehouse/stl, as I believe, is onecompare) but customer service is alas dreadful.

The phone I have been sent is defective; one is obliged to phone a 'national rate' (10p/min) number to report defective phones; and yes, you've guessed it - then kept waiting while the bill clocks up. I have so far phoned customer 'services' seven times, waiting up to 12 minutes, but never getting through.

These marketing rate phone lines are of course a great way of making revenue for the firm, but not a good way of helping the customer.

I have also mailed OSPS, and had an auto reply that fiercely tells me that faulty phones can not be reported by e-mail. Any suggestions anyone (including onecompare)?​

nick



edited by nj8 on 06 December 2006 @ 13:34

Onecompare

Joined: 01/06/2006
Posts: 194

RE: onestopmobileshop
Posted on: 07/12/2006 @ 10:01

Hi Nick, thanks for your post.

First I would like to clear up a couple of points. STL Innovations owns Onecompare and is not affiliated with Carphone Warehouse.

OneStopPhoneShop is owned Carphone Warehouse, and Onecompare simply directs the user from Onecompare.com to OneStopPhoneShop.com, there is no other business link between the 2 companies besides this sending of customers.

Onecompare.com is a 100% independent company and is not associated at with any of the retailers listed on www.onecompare.com, we simply compare the whole of the mobile market and show the consumer the best deals. We are here to offer impartial advice to customers to find them the best deal on their mobile.


We are sorry to hear you are experiencing problems with OneStopPhoneShop, did you buy your phone through Onecompare.com or did you call OneStopPhoneShop directly?​


Regards,
Onecompare


edited by Onecompare on 07 December 2006 @ 10:05

Racer

Joined: 23/09/2006
Posts: 642

RE: onestopmobileshop
Posted on: 07/12/2006 @ 18:15

There appears to be some ambiguity here.


Is he dealing (or trying to deal) with "OnestopMOBILEshop":

http://www.onestopmobileshop.2u.co.uk

(which is how he entitled the thread) ?​


Or, is he dealing with OnestopPHONEshop:

http://www.onestopphoneshop.co.uk

(which company he mentions in his posting) ?​


Or doesn't he know?​

nj8

Joined: 06/12/2006
Posts: 7

RE: onestopphoneshop
Posted on: 08/12/2006 @ 00:15

Yup, he knows - its onestopPHONEshop - but I mistyped the title to the thread, and couldn't then work out how to retitle it.

Re onecompare - thanks for your reply - My apologies, I was obviously wrong about any connection with CW - I had thought I had seen the same company name. My mistake, sorry.

I bought by phone from OSPS, having reached them via the link from the onecompare site. Still no response - now eight phone calls and two e-mails.

nj8

Joined: 06/12/2006
Posts: 7

RE: onestopPHONEshop
Posted on: 08/12/2006 @ 00:35

Actually, I should say three other things:

1) I'm impressed by the onecompare service - excellent site.
2) I may be getting too worried, too quickly about this deal - it's only a few days. I just get that sinking feeling when I can't get an reply, and no-one answers the phone ... just wondered if anyone had any tips on how to get through.
3) If/when this is resolved satisfactorily I will certainly post here again to say so.

Racer

Joined: 23/09/2006
Posts: 642

RE: onestopmobileshop
Posted on: 08/12/2006 @ 01:16

You can find cheap alternative (geographical) numbers for this company by entering "OneStopPhoneShop" in the Search box at:

http://www.saynoto0870.com/search.php

You can also fax them on: 0870 066 0002 (which would be a good idea)

Advise them that what they have sent you is defective and contravenes the Sale of Goods Act; they are obliged by law to replace it or return your money.

Put the ball in their court. Ask them what they are going to do about it and when.

If you send them a fax you have proof that the company has received your complaint.

Onecompare

Joined: 01/06/2006
Posts: 194

RE: onestopmobileshop
Posted on: 08/12/2006 @ 09:48

Nick, please give us a call on 01744 286 44 and we will help resolve this issue for you on your behalf.

Regards,
Onecompare

nj8

Joined: 06/12/2006
Posts: 7

RE: onestopphoneshop
Posted on: 11/12/2006 @ 09:56

Thanks Racer - excellent site! Thanks also to onecompare ...

nj8

Joined: 06/12/2006
Posts: 7

RE: onestopphoneshop
Posted on: 18/12/2006 @ 13:21

OK - final post, I hope, on this matter. Despite 2 e-mails and 10 phone calls without getting through, I could not get hold of OSPS.

Onecompare were kind enough to phone on my behalf - they DID get through, and OSPS promised to phone me. They didn't.

I have now got though on my eleventh call (hurrah!), and been able to return the defective phone. But this has taken FAR too much of my time...

I am stil a bit cheesed off that I was charged for delivery postage on the original phone, despite their website saying otherwise. Apparently this only applies to web orders. Hmmm... Still, this is a relatively minor matter.

If you need to contact OSPS customer services, it will often be cheaper to use the std rate number at 01270 504400. Thanks for the tip, Racer.

best
Nick

nj8

Joined: 06/12/2006
Posts: 7

RE: onestopmobileshop
Posted on: 13/02/2007 @ 10:23

I should tie this up: replacement phone arrived, works fine. I've also been reimbursed part of the costs I was promised - though not teh postage cost fro the duff phone. We'll see how my cashback claims go.

Onecompare

Joined: 01/06/2006
Posts: 194

RE: onestopmobileshop
Posted on: 13/02/2007 @ 14:35

Thanks for the update Nick.

pottsy12

Joined: 16/01/2007
Posts: 168

RE: onestopmobileshop
Posted on: 15/02/2007 @ 16:21

What I'd be inclined to do in the future is to call the sales team (which is normally a freephone number) and ask them to transfer you to the correct department. Alternatively call into your local CPW. What you need to remember in this instance however, is that although they will usually be able to exchange a phone or send it for repair, or to process insurance claims, it is not possible to return a phone (faulty or not) to cancel the sale.

Although CPW owns One stop Phone Shop, E2save and The Phone Spot, they are seperate companies and a store will not be able to process a cancellation of an order even if with Distance Selling Regulations. So in these circumstances you will have to call the compasny involved and get the authorisation to send back through Royal Mail Special Delivery

burbur

Joined: 04/07/2008
Posts: 1

RE: onestopmobileshop
Posted on: 04/07/2008 @ 09:35