“Thanks, but I don’t want a free one, I think I’d rather report on the purchasing experience as a consumer”. These words haunted me for most of yesterday and I don’t think I’ll find myself saying them again soon.
As you saw from my live videos (powered by the excellent Qik) I spent yesterday morning embedded in the Carphone Warhouse store on Oxford Street to report on the purchasing experience of the new iPhone 3G. Thanks to the Carphone Warehouse PR folks I was able to get in early and rush about getting videos and asking questions without losing my place in queue as they’d reserved me a black 16GB iPhone 3G.
So that I did, and once I was done poncing around in a new meedja fashion I sat down to go through the purchasing process. By this time O2’s credit checking facility had long since failed and was probably a smouldering pile of plastic and silicon in the corner of a datacentre somewhere. Carphone Warehouse, being “Europe’s leading independent retailer of mobile phones and services” had their own credit checking system and had switched over to using that instead. Excellent, I thought, that’s just the sort of dynamic flexibility we love to hear about on SMS Text News. As I sat down with Chaz, the sales assistant, his store manager, Imran, came over and carefully placed a shrinkwrapped 16GB iPhone down on the desk, “This is the last one“.
I gave all my details over to Chaz and he tapped them into the 1980’s looking interface on his screen and told me that before we could begin we need to do a security check. Chaz explained that this security check works using my chip and pin credit or debit card to confirm my address by taking, then refunding a £1 charge. Sure, I said as I popped my debit card into the machine, waited, and then tapped my PIN in.
Then there was a nervous pause.
- PIN OK
- Authorising
- …
- …
- Authorised
- Please remove card
A sigh of relief!, I’d successfully proved where I lived! I wasn’t a lying and I really am…. BZZZZT! Up on Chaz’s screen an ominous error message appeared:
- Customer failed security check
“But… but it said authorised!” I whimpered, imagining the last remaining 16GB iPhone being slowly taken away from me. “Yes, but you failed the security check, this happens sometimes, maybe it’s formatted differently on the bank’s systems. Let’s try some variations” Chaz helpfully suggested.
We tried every variation of my address possible, even some very unlikely ones. Each time the message eventually came back “Customer failed security check”.
I rang my bank and after explaining the problem was told “Oh, yes Mr Lane, we can see multiple charges going through for £1 and we’re authorising them, none have been declined.”. The helpful man from my bank also read my address out for me with the exact formatting so we could try it again – “Customer failed security check”.
Finally, I remembered my emergency credit card!, it’s with a different bank who might have my address formatted differently. In slid the card…
- PIN OK
- Authorising
- …
- …
- Declined
- Please remove card
- “Customer failed security check”.
Out came my first generation iPhone and I angrily tapped in the 0845 number written on the back of my card. After some delay and further explanation I was told “No sir, we can’t see any requests coming in but I can set a flag so we can authorise them if they do”.
It was at this point I was starting to think that their system was somewhat flawed. I mean, it wasn’t a total failure because all around me there were people slowly buying iPhones and walking out with them. Just not me.
I made a desperate “help me” face at Ruth from Carphone Warehouse’s PR dept and she came over right away to ask what the problem was. I explained, Chaz explained and she flipped open her phone and made some calls to Carphone’s central processing dept who did something and suggested we try the last card again… BZZT “Customer failed security check”. The chap from central processing eventually called back and said it was the banks declining the request. A stalemate had occurred with Carphone blaming the banks and the banks blaming Carphone.
By now we’d been trying to get their system to confirm my address for over an hour, in that time I could have rounded up Chaz, Imran and Ruth in a cab and taken them to see where I live and had a nice cup of tea. Imran informed me that he was unable to override the security check system and furthermore he couldn’t hold on the the 16GB iPhone much longer and that they’d need to sell it.
Imran and Ruth said they would escalate it and I gave them my card before leaving the store and heading over to SMS Text News Towers.
To be continued with part two, “Apple succeeds in selling me an iPhone, eventually!” in which our intrepid iPhone hunter queues for eight and a half hours in the Apple Store.
Oddly I had the reverse problem.
I waited five minutes in the queue, the person in front wanted a Vodafone contract for her son. CPW don't do Voda so she left with the promise of the same deal on Orange. Good sales move.
The very nice sales manager (CPW Hertford – giver her a bonus) filled out all the credit reference details on screen (CPW version of course). I had brought along passport and two utility bills which were waved aside as all I needed was my credit card. Great, apart from I can never ever remember the number. Half an hour later and back with the code I waited expectantly for the
Why am I suddenly thinking of “Computer says noooo…” woman from Little Britain?
That's the “service” industry of modern GB for you. Absolutely bloody hopeless. The second anything happens that varies one micron from their procedure book, they're utterly lost. That's the real benefit of doing all your shopping online: Better prices? Nice. More choice? Gotcha. Delivered to my door? Love it. NOT having to deal with people one rung up from burger flipping at Maccy D's? The angels are singing in heaven…
That's exactly what happened to me! One trip to the Apple Store and a 40minute wait later and I'm typing this on my new White 16 gigger. CPW have upset a lot of people with their ridiculous security system.
Don't worry, it's not only GB. Every time I walk in a real-world store I am reminded why I shoudn't have bothered. Same procedural BS, plus asking anything is pointelss, since in most cases I end up explaining to the sales chap what he's selling.
What's the latency like for the SMSTN page? Is viewing / commenting a realistic proposition?
SMSTN is formatted really well for iPhone. Disqus works just as well as it does on the desktop. I'm impressed!
i have to say, Dan – that story made me feel marginally better 🙂
I had the same problem multiple times both on the website earlier in the week. Then failing to get one in store because of staff incompetence and system meltdown, I phoned up the call centre. The bank said the charges went through, but CPW's system said no. The guy on the phone said it may be something to with my postcode being blocked, not the card. I'm an existing CPW customer as well, they provide my service on o2. So if I'm a security risk, why are they still taking my money for that? CPW have been the worst of the three companies throughout all of this, but they've been under the radar as everyone has a go at o2.
So in the end who's fault is it? CPW or your bank?
Well, in part two (now posted on this site) I manage to buy a phone from Apple. O2 did the same chip and pin security check which went through first time without any fuss… it must therefore have been CPW's fault!
The O2 customer forums have lots of people complaining about similar issues with the chip and pin security check via carphone warehouse.
I've been through variations of this merchant <-> clearing <-> bank stupidity more times than I care to count. Everyone blaming everyone else, etc. etc. These $1 /
I've been through variations of this merchant <-> clearing <-> bank stupidity more times than I care to count. Everyone blaming everyone else, etc. etc. These $1 / £1 charges are especially problematic. Worse is when they put a security hold on your card and don't bother to let you know. Had that happen to me last week.
I've been through variations of this merchant <-> clearing <-> bank stupidity more times than I care to count. Everyone blaming everyone else, etc. etc. These $1 / £1 charges are especially problematic. Worse is when they put a security hold on your card and don't bother to let you know. Had that happen to me last week.
Hello Buyers.
Mobile World Limited, We are located and base in United Kingdom, we are selling all brand and latest electronics such as mobile phones, pda, laptop, notebook, ipods, digital camera, gps, plasma television, games at affordable and competitive prices.. we give 1 year warranty for every product sold out to our costumers, our product are company class 1 tested and approved by global standard organization of wireless industries, Brand new merchandise with complete accessories, extra charger and battery. and also we give tracking number and airwaybill for your to monitor your packaged online as its goin to e delivered in the next 48 hours Via FedEx/DHL/UPS..
Contact : Email (mobileworld_1977@hotmail.com)
Contact : Email (mobileworld_1977@gawab.com)
Contact ;Email(electronicsstore4mobile@hotmail.com)
contact ; Phone (+447024063684)
PRIEC LIST IN THE STOCK
NOKIA PHONE
Nokia n96 16 Gb : $300usd.
Nokia N95 8gb……..$250
Nokia n81 8gb …..$220
Nokia N80………..$130
Nokia 8600 LunaEmbarassed250
Nokia E90 …..$220USD
Nokia E61i…..$160USD..
Nokia N93…….$160USD
Nokia N92…….$130USD
Nokia N95 ……$220USD
Nokia N91…….$200USD
Nokia N90…….$80USD
Nokia N70…….$100USD
Nokia N73…….$150USD
Nokia N71…….$120USD
Nokia 8800……$150USD
Nokia 8800 Sirocco..$200USD
Nokia 7710…….$145USD
Nokia 7610…….$120usd
Nokia 9300……$145USD
Nokia 9500……$170USD
Nokia N93i…….$220USD.
Nokia N75…….$200USD.
Nokia N76…….$220USD.
Nokia N800…..$200USD.
SAMSUNG F110 (ULOCKED)…………………………$350
SAMSUNG F480 (UNLOCKED)……………………….$400
SAMSUNG G810 (UNLOCKED)………………………$500
SAMSUNG F700 (UNLOCKED)………………………$450
SAMSUNG G600 (UNLOCKED)……………………….$300
SAMSUNG Z710 (UNLOCKED)………………………$280usd
SAMSUNG M8000 (UNLOCKED)……………………$250usd
SAMSUNG sgh-i830
(UNLOCKED)…………………..$150usd
SAMSUNG G810 (UNLOCKED)……………………….$200
SAMSUNG ARMANI (UNLOCKED)…………………..$300
SAMSUNG F700 (UNLOCKED)……………………….$400
SAMSUNG P960 (UNLOCKED)……………………….$450
SAMSUNG U900 SOUL (UNLOCKED)………………$550
SAMSUNG Giorgio Armani P520 (unlocked)……….$350
Apple 4 GB iPod Mini Pink M9435LL/A ……40 USD
Apple 40 GB iPod photo………………..40 USD
Apple 4 GB iPod Mini Silver M9160LL/A ….40 USD
Apple 60 GB iPod Photo M9830LL/A……….60 USD
Apple 60 GB iPod photo ……………….55 USD
Apple 30 GB iPod Photo M9829LL/A……….50 USD
Apple 512 MB iPod Shuffle MP3 Player……40 USD
Apple 4 GB iPod Mini Blue M9436LL/A…….45 USD
Apple 2 GB iPod Nano………………….50 USD
Apple 4 GB iPod Nano………………….60 USD
Apple 30 GB iPod Vidoe……………….110 USD
Apple 60 GB iPod Vidoe……………….150 USD
Apple Iphone 16GB…….$350USD
Apple Iphone 8GB………$300USD
Apple Iphone 4GB……..$250USD
Apple Iphone 3GB………$300USD
SONY ERICSSON XPERIA X1………..$450
SONY ERICSSON C702 (UNLOCKED)……………$420
SONY ERICSSON W760 (UNLOCKED)…………..$400
SONY ERICSSON W960 (UNLOCKED)…………….$400
SONY ERICSSON XPERIA XI (UNLOCKED)……….$350
SONY ERICSSON T303 (UNLOCKED)………………$420
SONY ERICSSON G900 (UNLOCKED)……………..$300
SONY ERICSSON P1 (UNLOCKED)…………………$410
SONY ERICSSON K850 (UNLOCKED)……………..$250
SONY Ericsson k790i
(UNLOCKED)……………….$300USD
SONY Ericsson w300i
(UNLOCKED)……………….$250usd
SONY Ericsson p990i (UNLOCKED)……………….$340usd
SONY Ericsson w900i
(UNLOCKED)–……………..$300USD
SONY Ericsson w960i
(UNLOCKED)–……………..$340USD
HTC Touch Diamond P3700 GPS PDA
Unlocked………………………….$430
HTC Advantage X7500 Quad Band GSM PDA
SmartPhone…………..$310
HTC Advantage X7501 Quad Band GSM PDA Phone
-USVersion…..$310
HTC MTeoR Tri-Band GSM EDGE
SmartPhon………………………………….$210
MOTOROLA
Motorola…………. a388c………. $230usd
Motorola ………….a760………..$250usd
Motorola…………. a768………..$170usd
Motorola…………. a768i……….$200usd
Motorola…………. a780………..$290usd
Motorola………… e398 …………$120usd
Motorola…………. Mpx 300 ……..$150uUD
Motorola…………. Mpx 220……..$140usd
Motorola…………. e680………..$200usd
Motorola………… razor v3……..$150usd
Motorola………… v220…………$170usD
Motorola………… v303…………$100usd
Motorola…………v400………….$150usD
GAMES
PAMTERO 600 ………………………..…$120USD
PAMTERO 650 ……………………………$150USD
XBOX 360 ……………………………….…$200USD
PLAYSTATION 1 ………………………..$100USD
PLAYSTATION 2 ………………………..$150USD
PLAYSTATION 3 GB 80 ……………..$300USD
PLAYSTATION 3 GB 60 ………………$250USD
NINTENDO WII …………………………..$180USD
We are selliong all kinds of laptpos like
SONY VAIO A217S– 100GB– 512MB RAM– XP
HOME……………$500
SONY VAIO B1VP– 40GB HD– 512MB RAM– XP
PRO……………..$430
SONY VAIO T370P/L– 60GB HD– 512MB RAM–
XP…………………$400
SONY VAIO A397XP– 80GB HD– 512MB RAM–
XP…………………$700
SONY VAIO B100B08 60GB HD– 512MB RAM–
XP………………….$450
SONY VAIO FS295VP 80GB HD– 512MB RAM–
XP………………….$550
SONY VAIO FS215Z 100GB HD– 512MB RAM–
XP………………….$650
SONY VAIO A417M 80GB HD– 512MB RAM–
XP……………………..$650
SONY VAIO B1VP– 40GB HD– 512MB RAM– XP
PRO………………$300
SONY VAIO T370P/L– 60GB HD– 512MB RAM– XP
PRO………….$600
SONY VAIO LAPTOP–
VGN-A117S………………………………………….$600
SONY VAIO LAPTOP–
VGN-S1XP……………………………………………$700
DELL LAPTOPS
Dell Latitude
D600–…………………………………………………………………$290
Dell Latitude
D500……………………………………………………………………$200
Dell Inspiron
6000……………………………………………………………………
$350
Dell Latitude
D505…………………………………………………………………….$34
0
Dell Latitude
D610……………………………………………………………………
$460
Dell Latitude
D510…………………………………………………………………….$32
0
Dell Inspiron
9300-…………………………………………………………………….$53
0
Dell Inspiron
700m…………………………………………………………………….$10
20
Dell Inspiron 700M for Home (Pentium M 1.70GHz,
512MB, 40GB)……. $550
Dell Inspiron 2200 for Home (Celeron 1.50GHz, 256MB,
40GB)…………. $400
PLASMA TV PRICES
Samsung HP-R5052 50 Plasma TV AT JUST $900
Gateway 42\” Plasma TV 16 : 9 AT JUST $750
Panasonic TH-37PWD8UK Plasma AT JUST $920
Dell W5001C 50-inch High AT JUST $700
Samsung SPN4235 Widescreen AT JUST $850
Pioneer Plasma 61\” HDTV AT JUST $900
Pioneer PDP-5060HD Plasma tv AT JUST $650
Samsung SPN4235 Widescreen tv AT JUST $1000
Sony FWD-50PX1 50\” Plasma AT JUST $1,200
Sony KDE-61XBR950 Plasma TV AT JUST $1,400
NAVIGATION SYSTEM RECEIVER
Pioneer AVIC-N4 Car DVD Player
Pioneer AVIC-N3 Car DVD Player
Pioneer AVIC-N2 Car DVD Player
Pioneer AVIC-N1 Car DVD Player
Pioneer AVIC-88DVD Car DVD Player
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Pioneer AVIC-90DVD Car DVD Player
Pioneer GPS AVIC-X1 car radio Car Video Player
Pioneer AVIC-80DVD Car DVD Player
Pioneer NAV-SYS910DVD Car DVD Player
Pioneer AVIC-Z1 Car DVD Player
Pioneer AVIC-Z2 Car DVD Player
Pioneer AVIC-D3Car DVD Player
Pioneer AVIC-D1 Car DVD Player
Kenwood XXV-05V 7 CD/DVD/MP3/WMA Receiver
Kenwood Excelon XXV-05V
Kenwood KVT-617DVD Receiver
Kenwood KVT-719DVD / KVT719
Kenwood KVT-819DVD In-dash DVD/CD receiver
Kenwood VR-8070 7.1 Channels Receiver
Kenwood VR-406 Receiver
Kenwood VR-357 Receiver
Kenwood VR-5080 5.1 Channels Receiver
Kenwood KRF-V5060D 5.1 Channels Receiver
Kenwood VR-9070S 7.1 Channels Receiver
Kenwood VR-3100 Receiver
Kenwood KR-V5580 Receiver
Kenwood VR-5700 6.1 Channels Receiver
Interested Buyers Should Contact us For More details to Buy the products.So contact information listed below:
Contact : Email (mobileworld_1977@hotmail.com)
Contact : Email (mobileworld_1977@gawab.com)
Contact ;Email(electronicsstore4mobile@hotmail.com)
contact ; Phone (+447024063684)
they are useless i failed with both my credit and debit card yesterday security checks even brought in my bank statement
Hi! I read your report and I want to said it is good imformation. I like it and I appreciate your effort. Thank you very…much! (^-^)
Very nice blog
never had a problem and I worked for them for 18months
most times if it did fail it’s due to a IT issue . 99% of the time the authorisation wasn’t a problem.
Amazing how times have changed