Carphone Warehouse

From 1 April 2020, our partnership with Carphone Warehouse expired. This means that customers will not be able to purchase new O2 devices or upgrade existing O2
plans through Carphone Warehouse. As we return to stores, it is vital we are prepared to support and serve the customers coming to us now that CPW is no longer on
the High Street.

What you need to do:​

• Watch Gareth's Workplace video on UK – O2 News

•Gareth's Workplace Video : https://telefonica.workplace.com/100022284713477/videos/683431345743016/?q=carphone%20warehouse

• Discuss with your team the potential opportunities that we now have… what does this change mean for your store and our business?

• Fill in the attached template to capture the opportunities and importantly HOW you plan to maximize on each.

Key things to consider:​

• Frequently Asked Questions regarding the CPW change. They can be found in this pack, plus in both the Stores Opening Pack and on Go2

• What behaviours will have the greatest impact?

• How will you responsibly use UFD, Golden Deals, Disney+, and other Why O2 messages to help these customers buy directly from us?

• The potential impact on both sales and service performance, and how LEAP will support in delivering this.

Follow up action

• As a region, combine your lists of opportunities from the template used in your store discussions. Create a post in a style of your choosing that outlines the different
opportunities you have identified and how you are going to maximise the opportunities .

• Share your post on Workplace in UK-Stores on Friday 12th June.

Ensure you tag Gareth Turpin, Ian Abrol, Neil McCourt, your Territory Leader and Regional Leader in your post.
Carphone Warehouse FAQs
Question Answer
Will customers contracts change? The customers contract won’t change unless they’re on of our Auto-Save
programme or have recently upgraded.

Who do customers speak to if they have a Customer Service query? We’ll continue providing customer service for everyone on, whether they’ve bought
from us directly (in our shops, online or over the phone) or indirectly (through
retailers like Carphone Warehouse).

Will customers continue to be insured if they have purchased If a Carphone Geek Squad or Team Know-How insurance product has been
a Carphone Warehouse insurance product? purchased, instruct the customer to visit www.carphonewarehouse.com for further
advice.

Who do customers speak to if they have an unresolved complaint If customers have any queries about their Carphone Warehouse complaint, ask
with Carphone Warehouse? the customer to contact them directly.

Who do customers speak to if their phone is faulty? If the device is within its warranty period ask the customer to visit
www.carphonewarehouse.com and they’ll will be able to help. If the device is
outside of its warranty period follow repairs process or use this as an opportunity
to upgrade customers where applicable/contract term allows.
Carphone Warehouse Capture Template
Opportunities Actions/Behaviours