How's this for customer service?

Egon

Egon

Egon

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Joined
9 Jan 2003
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Darlington
Ordered an upgrade for the missus just over a week ago for an iPhone 5 16gb. I ordered through the phones4u website so I could take advantage of the £100 cash back offer from quidco.

I ordered an O2 handset, £99ufc and £31pm over 24 months - unlimited text & calls, 1GB data. At the time of ordering, everything seemed to go through without any hint of a problem.

After a few days of nothing I called them to be told of a delay on O2 handsets, they said it should take another week. OK, I'll wait. Called again last night and they informed me they have upgraded my order to the 32gb version free of charge as a goodwill gesture as the delay was expected to now be 3-4 weeks for the 16gb.

I wasn't expecting that at all, I had actually phoned to cancel my order! I told the girl on the phone how impressed I was. That's a £70 free upgrade there, on top of the cash back deal I am one very happy customer.

TL;DR - Phones4u upgrade my order from 16b to 32gb foc after long delay.
 
Thats pretty damn good. My wife hasn't had the best customer service from them however, but a free upgrade when they didn't have to do anything is cool.
 
HAz said:
Thats pretty cool but have you even got a phone from them yet lols?
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No... and this has crossed my mind.
Despite the opinions of this thread I have to say my personal experience of them in my last 3 phones has been excellent! But I sound like the exception rather than the norm! :o
 
Had exactly the same with EE, but from a 32 to a 64 simply because I wanted black and they only had white in stock and wasn't getting black for a week or two.
 
uniQ said:
Expect the Quidco to fail too.
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So you're suggesting P4U will fail as well as quido? Wow, you're negative aren't you! Personally had a bad experience?

Anyway, had the dispatch message today for delivery tomorrow which is what the customer rep told me on Tuesday. Quidco has never failed me yet, including my last £75 cashback from P4U in November. They have saved me a ton of money.

All you pessimists... :D
 
I didn't state P4U will "fail". And no I haven't had a negative experience I'm just very familiar with how affiliate schemes and payouts work.

Just don't be surprised now your order has been modified via phone that when the affiliate manager comes to verify your order and sees it has changed it gets declined.

It's always better to see Quidco as a bonus once it pays rather than counting on it.
 
uniQ said:
I didn't state P4U will "fail". And no I haven't had a negative experience I'm just very familiar with how affiliate schemes and payouts work.

Just don't be surprised now your order has been modified via phone that when the affiliate manager comes to verify your order and sees it has changed it gets declined.

It's always better to see Quidco as a bonus once it pays rather than counting on it.
Click to expand...

I said 'you're suggesting'. You weren't exactly forthcoming in your original post. If you had explained it then, it would have avoided any confusion on my part.

What you say is fair enough, the thought had crossed my mind about the change in phones affecting the quidco payment, we'll see I guess. But at least the upgrade would compensate for that. I do see it as a bonus. The priority was always to get the best deal with the carrier first. Anything quidco offers on top is a plus.

I'm not sure how familiar "very familiar" is, but could they know about this cash back before the upgrade they have given me? Possibly using that to give the upgrade rather than the cash back? (If that makes sense)
 
No, customer services wouldn't have any access to that information, it's just an unfortunate biproduct on how the affiliate tracking system often works.

You may well still receive it, I've seen stranger things just don't count on it as certainty, that way you won't be disappointed and if it does then well bonus £100 & "free" upgrade :)
 
I can only speak from personal experience but Phones4U has to be the BEST customer services I have had from any company.

Purchased two phones from them and they were really great

People tend to rate customer services as being great if they order say on a Monday night and it gets delivered Tuesday morning. No, that's simply shifting a box and you get lucky with the couriers delivery time window for your postcode. Shipping a box is the very least any online company can do. Customer services can only be rated when something goes wrong and how they deal with the issue.

Now I'm sure Phones4U would love to get more stock of the iPhone 5 but if the stock isn't available it's simply not available.

Offering a 32GB model is simply fantastic!
 
Thought I'd update the thread to say the full £100 cash back has also now been paid by phones4U and deposited in my account by quidco.

So an all round win win for me. Happy days!
 
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