Carphone Warehouse Repair Centre replacement policy

SAZ-STAR21

I really wanted a SE C905 on my current O2 Contract. When it was time for me to upgrade I went into O2 and they told me it would cost me £100 to upgrade to that phone on my contract. So I went into CPW and they told me I could keep my same contract with O2 and give me the phone for free! I was like bargain sign me up!

I have had the phone 3 months and had nothing but problems. To start with the phone battery only lasted a day. (It would be charged to 100%) I was sending maybe 10 text messages, making a total of 10mins worth of calls, not using any Apps, not playing any games or using the 'Amazing' camera and by the time I got home from work the battery would be at about 5%. So it was lasting 12 hours at most. So after a month of this I send it away for repair. Two weeks later it comes back with a new charger and a 'Software' upgrade.

The phone now only charges to 97% even if it’s been on charge over 12 hours. So a week after it comes back from repair it goes away again with the new charger they gave me. Again im waiting 2 weeks. I collect the phone and the girl in the shop *Thinks* (There is no paperwork on the bag/phone explaining the issue) that they have replaced the charger AND the battery. I get it home and check it over, the charger looks exactly the same as the one I sent the phone away with and the 'New' Battery has scuff marks all over it.

The phone still only charges to 97% (Which makes me think they didnt replace the charger after all) but now it loses a percentage of battery per text message I send / receive. So if I send a text message that is 3 messages long the phone drops 3% of battery! If I make calls its even worse! Oh and now it also spontaneously turns itself on and off!

I have had the phone 3 months and a month of that it has spent away being repaired!!

Can anyone tell me how many times they 'Fix' it before they give me a new phone? It’s just frustrating to send away a phone twice (going to be 3 times) with exactly the same fault! Which they clearly can not seem to fix!!

I went camping last weekend and couldn’t take this phone with me because I can’t trust the battery not to die! I now also take my old phone with my just in case!

- Is it worth getting a head office number and having a rant to them?
- Or trying to speak to Sony Ericson directly?

Sorry for the long rant!

All Help Much Appreciated!

sporedude

Its usually 3 times, But they will probably exchange it for the same handset

SAZ-STAR21

UPDATE:

Took my phone back to Carphone Warehouse last night, I was served by the same girl that I collected my phone from after the 2nd repair. She was shocked that it was still not working with the same fault.

The phone has now been sent away for a 'Courtesy' repair. This means that the the repair centre have 24hours to fix the issue, if they can't then I automatically get a new phone. I should know the outcome within 5 days....

We shall see! :think:

mobilejunkie

She must be a tremendous actress then.

It won't be "new". And they won't "fix" it!

Froggitt

Its now four times they will fix it before giving you a replacement. Unless its within the first 28 days, when you can reject it if faulty and ask for refund or replacement.

SAZ-STAR21

Yes.

The girl In Carphone Warehouse lied.

It has been 8 days (6 working days) since I took my phone to Carphone Warehouse. I was mean't to be notified within 5 days of the outcome of the repair. No-one contacted me so I rang them today and got told it has been sent back to the manufacturer and that this could be at least 2 weeks till I find out if my phone will be repaired or replaced.

I asked the girl why:

- No1 rang and contacted me when they should have
- I was not told about it being sent back to the manufacturer
- I was not informed I would be waiting a week and then at least another 2 weeks.

The girl gave me lots of excuses about not having a notice board to call customers and there are a lot of staff on different shift changes, the store has recently been taken over by a new manager so things are still adjusting.

What do I want excuses for?? I just want a phone that actually works!!!

Really poor service from Carphone Warehouse. I guess we shall see what happens in 2 weeks.

pipple

Hi All,

I'm also having major problems with CPW. Got told last time I had to have a repair, that the nearest repair was 200miles from my home. The customer service assistant said that it would be a nice day.

Don't know whether any of you are on, Twitter, there's user on there that if you moan about that CPW. He will ask if he can help. If you then email him, he'll pass your email to a part of customer service unkwown even to some of their staff (who btw told me they don't have a CEO, cause that's what American companies have). Its a group of people in customer service who are working directly with the CEO. If you want the user name on Twitter, please PM me.

I myself have sent my phone back twice and unfortunately will be contacting CPW again tomorrow, to get it fixed again.

Also CPW now have a policy that you get surveyed on their customer service and this goes towards the branch/customer service representative bonus's.

[Deleted User]

So I guess going in first off and asking for a replacement wont work?

Whats the legal position re: sale of goods act? Can you insist on a replacment or can the seller just repair?

[Deleted User]

pipple wrote: »

Hi All,

I'm also having major problems with CPW. Got told last time I had to have a repair, that the nearest repair was 200miles from my home. The customer service assistant said that it would be a nice day.

Don't know whether any of you are on, Twitter, there's user on there that if you moan about that CPW. He will ask if he can help. If you then email him, he'll pass your email to a part of customer service unkwown even to some of their staff (who btw told me they don't have a CEO, cause that's what American companies have). Its a group of people in customer service who are working directly with the CEO. If you want the user name on Twitter, please PM me.

I myself have sent my phone back twice and unfortunately will be contacting CPW again tomorrow, to get it fixed again.

Also CPW now have a policy that you get surveyed on their customer service and this goes towards the branch/customer service representative bonus's.

200 miles !!! Just wondering where you live?

Got a CPW about 1/2 mile from work but based on past experience its not wortht the drive.

(Spytty Road, Newport if anyones interested).

kaznelson

Just an update in the end I had to take CPW to Court as I refused to accept the "fixed" phone.

Just got a payment from their Solicitor to cover the cost of a new phone, plus my costs & interest.