O2 and Carphone Warehouse relationship

I just got a O2 contract with OSPS (part of Carphonewarehouse group).
I tried to call O2 who said that I need to call "O2 Customer Services
at Carphonewarehouse" O2 are only providing the backbone.

My question is:

1. Is this common and well known?
2. How good have people's experience been with O2 at CPW?
3. Should CPW not make it very clear upfront how their arrangement
with O2 works?

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[email protected] declared for all the world to hear...
> My question is:
>
> 1. Is this common and well known?

Yes.

> 2. How good have people's experience been with O2 at CPW?

Mine was fine, although it was several years ago.

> 3. Should CPW not make it very clear upfront how their arrangement
> with O2 works?

It should not be of any importance. CPW are the service provider who
will bill you and handle your tariff etc, O2 provide the network. First
port of call with any problem would be to your service provider.
--
Regards
Jon

On Thu, 20 Jul 2006 21:50:58 +0100, Jon <[email protected]>
wrote:

>It should not be of any importance. CPW are the service provider who
>will bill you and handle your tariff etc, O2 provide the network. First
>port of call with any problem would be to your service provider.

So in the event of a dispute that cannot be resolved with CPW, who
does one turn to? O2?

[email protected] declared for all the world to hear...
> On Thu, 20 Jul 2006 21:50:58 +0100, Jon <[email protected]>
> wrote:
>
> >It should not be of any importance. CPW are the service provider who
> >will bill you and handle your tariff etc, O2 provide the network. First
> >port of call with any problem would be to your service provider.
>
> So in the event of a dispute that cannot be resolved with CPW, who
> does one turn to? O2?

If it's a billing dispute you deal with your service provider - CPW. If
they can't resolve it then you follow whatever escalation routes they
have in place.

O2 simply provide you with signal, they are not responsible for anything
to do with your bill.
--
Regards
Jon

Originally Posted by Wizzard

I just got a O2 contract with OSPS (part of Carphonewarehouse group).

2. How good have people's experience been with O2 at CPW?

The other stuff said is right but My recent experience was pretty awful - I was with them for 15 months and had a few disputes regarding call charges and billing (incorrect amounts for the DD and calls) .
I also had to threaten them with a complaint to their ombudsmen to get rid of contract when they used some sharp practice to say I had a agreed to a contract renewal when I had not. Included in this was a bald lie from a Customer Service person that that there was no way that I could get out of contract! that was supposedly made verbally
They had some good days but on the whole I wouldn't use them again - unless I heard about changes. They often seemed highly blaise in the customer services dept
Things to note that I found out later - your calls to them - 0870 number become chargeable if you have used your inclusive minutes even if you are trying to correct their mistake or can use up your inclusive minutes
The information from online or text is days out of date so cannot be relied on, but that I believe is true for O2 direct as well ?.

Originally Posted by Wizzard

3. Should CPW not make it very clear upfront how their arrangement
with O2 works?

I would agree, they should make it clearer - since some things that O2 offer are not necesarily available to you or are as clear. You won't get automatically the pretty things O2 may offer in their ads so you will have to check with CPW, which uses up inclusive time

> O2 simply provide you with signal, they are not responsible for anything
> to do with your bill.

They do seem interested in mis-sales by CPW/Onestopphoneshop and will add
free goodies to keep you.

On Fri, 21 Jul 2006 07:37:25 +0100, Jon <[email protected]>
wrote:

>If it's a billing dispute you deal with your service provider - CPW. If
>they can't resolve it then you follow whatever escalation routes they
>have in place.
>
>O2 simply provide you with signal, they are not responsible for anything
>to do with your bill.

So who deals with terminations and issue of PAC codes etc please?

[email protected] declared for all the world to hear...
> On Fri, 21 Jul 2006 07:37:25 +0100, Jon <[email protected]>
> wrote:
>
> >If it's a billing dispute you deal with your service provider - CPW. If
> >they can't resolve it then you follow whatever escalation routes they
> >have in place.
> >
> >O2 simply provide you with signal, they are not responsible for anything
> >to do with your bill.
>
> So who deals with terminations and issue of PAC codes etc please?

The service provider.
--
Regards
Jon