Mobile Phone Hell

Reggeaton_Girl

My son bought a mobile phone from Carphone Warehouse last Feb and it has been in to be repaired for the same fault on 3 occasions - they have now exchanged it but he was told he could only have a reconditioned replacement and the warranty only lasts until Feb, when his original Warranty runs out - that can't be right can it? Surely if it is faulty and they replace it the replacement should be new and come complete with a new guarantee? Does anyone know the answer?

missingink

I have had countless problems with Crap Phone Warehouse over the years, every handset purchased from there has been returned at least once. One of them several times & each time they palmed me off with a reconditioned one! Quoting such things as 'not fit for purpose' & 'not of merchantable quality' have no effect, they just quote back 'our company policy is...' Now I refuse to shop there out of principle.

I was looking at handsets today in fact. They didn't have any stock in O2 & I know they did in CPW, but I'd rather go without(much to the annoyance of my OH!)& save myself all the stress that comes with dealing with CPW!

Also my mum's cc got ripped to the tune of £200 odd when she purchased with them in store!:eek:

hieveryone

Getting a reconditioned handset (or refurb) is standard within o2 also, unless you have the highest level of insurance, but you will still be covered by warranty anyway.

missingink

hieveryone wrote: »

Getting a reconditioned handset (or refurb) is standard within o2 also, unless you have the highest level of insurance, but you will still be covered by warranty anyway.

I've had no problems with exchanging handsets(usualy within a week or two of purchase)with O2, although on one occasion, the sa wouldn't allow me to exchange so we just purchased a different handset.

yeehaa-niha

have always purchased my phones with carphone warehouse and never had a problem providing my phone was still in guarantee when fault reported. my local store has great customer service.

username456

I've had trouble with carphone warehouse and faulty phones. The phone was bought from there (one of their exclusive to them ones) and it developed the same fault twice (both times it was sent away and I was given a rubbish nokia as a replacement). When I said that I no longer wanted the original handset as it was obviously a fault that they could not fix, they started out with the 'it's not company policy' line, despite it not being in line with Trading Standards. I was in there for hours and they just wouldn't budge. In the end, instead of a swap (where they could have still had my money and custom) I argued enough for a refund and I will never, ever buy anything from Carphone Warehouse again. All this was within the 6 month warrenty too.

mookie

Similar situation but with a tv, we just got a 'new' replacement tv under warranty for our one that developed a fault. The new tv is only covered for the existing remaining period under the old warranty. They told me this is a like for like replacement assuming the original had never developed a fault or had been repaired under the warranty. One would expect that they would warranty the new tv for a full year but it seems not.

Not sure on the legal situation with this I would be interested to know if this is right. Although as the company is a well known brand and their service was second to none with the replacement my guess is they are probably well within their rights to do this.

hieveryone

missingink wrote: »

I've had no problems with exchanging handsets(usualy within a week or two of purchase)with O2, although on one occasion, the sa wouldn't allow me to exchange so we just purchased a different handset.

If it is a straight swap because of taste issues within the first 14 days, yes it's a new phone.

If it's a replacement for a faulty phone, it will be a refurb.

But refurb doesn't always mean something that's been broken then fixed, it could be someone who's gotten the phone and changed their mind etc.

VIJAY_FROM_KENT

If you ever reach a brick wall with CPW contact the CEO's office and you always get a quick and helpful response:

http://www.carphonewarehouse.com/commerce/servlet/gben-contact-ContactForm?CONTACT=BOSS

missingink

hieveryone wrote: »

If it is a straight swap because of taste issues within the first 14 days, yes it's a new phone.

If it's a replacement for a faulty phone, it will be a refurb.

But refurb doesn't always mean something that's been broken then fixed, it could be someone who's gotten the phone and changed their mind etc.

Not for 'taste issues', but because of faulty handsets. I have always been given a brand new, in the box handset in exchange for a faulty one at O2.

All the refurbs I had with CPW were very used & abused-scratched, dented, cracked...a couple of them were so bad, I refused them & had to wait for another to be sent to the shop.