I think fear of what they can do to my account if I leave. I've been a customer for 20 odd years and I dread having to deal with customer services, it's like being in a keystone cops film. I once was so frustrated I wrote them a letter telling them that if they persisted I would close my account, 5 days later my card was denied, it turned out they had decided that my threat was tantamount to asking for the account to be closed, this was 3 days after moving house and 4 days before getting married, cheques were bouncing, direct debits were going unpaid, my credit rating went through the floor and I ended up with multiple threats from multiple trades persons. I wrote to the board of directors at their home addresses, only one of 15 responded (the guy who started Carphone Warehouse), the others couldn't even be bothered to forweward the complaint on. As for their website, well, it works, but in terms of technology it's about 10 years behind everyone else, they've recently implemented security that was being used by Smile and Egg in 2000. At one point they had an on-line customer services site which opened a new window linking to a different site in India, when I questioned the security of a) being passed to a different site and b) how exactly having to give your login details to 3rd parties in India via a different site was secure, they fobbed me off with the equivalent of "it just is", needless to say, this fiasco was pretty short lived. All in all avoid, I'd move myself but seeing as last time I threatened they destroyed my account and credit rating, I'm too scared to.
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