Carphone warehouse telling porkies!

shellsuit

I have another thread on here but won't go into it again (search if you want to read it)

Anyway, 2 weeks had passed since my phone was in for repair.

I rang on Friday just gone to ask if it was back in, got told No, so once again I specifically asked for them to ring as soon as it come in and NOT my home phone number, but my OHs mobile (aren't always home to get home calls).

Heard nothing from them so rang again this morning, chose option 3 for repairs and it rang for 5 whole minutes with no answer.

Repeated this twice again and nobody answered.

OH rang them, chose option 2 for sales and the phone was picked up straight away!

When he queried why this had happened (no answer for repairs, swift answer for sales) he was told that when we press 3, it goes to the repair centre and not the store.

BULL!

I have rang 4 times before and pressed 3 and have got someone in the store (after waiting for ages again), I know this for a fact because when I've asked if my phone was back from repair, they have told me whilst on the phone to me (and I can hear them rooting around too) that they are looking in the box of phones that have come back and mine isn't there!

How on earth can the repair centre (in liverpool) know what is out the back in boxes in my local store (Birkenhead) when there is a ruddy great river seperating them? LOL

Anyway, we are going to pick it up soon and while we are in store and I'm collecting it, my OH is going to ring the store, choose option 3 for repairs and see what happens.:p

gregg1

shellnsteve wrote:

I have another thread on here but won't go into it again (search if you want to read it)

Anyway, 2 weeks had passed since my phone was in for repair.

I rang on Friday just gone to ask if it was back in, got told No, so once again I specifically asked for them to ring as soon as it come in and NOT my home phone number, but my OHs mobile (aren't always home to get home calls).

Heard nothing from them so rang again this morning, chose option 3 for repairs and it rang for 5 whole minutes with no answer.

Repeated this twice again and nobody answered.

OH rang them, chose option 2 for sales and the phone was picked up straight away!

When he queried why this had happened (no answer for repairs, swift answer for sales) he was told that when we press 3, it goes to the repair centre and not the store.

BULL!

I have rang 4 times before and pressed 3 and have got someone in the store (after waiting for ages again), I know this for a fact because when I've asked if my phone was back from repair, they have told me whilst on the phone to me (and I can hear them rooting around too) that they are looking in the box of phones that have come back and mine isn't there!

How on earth can the repair centre (in liverpool) know what is out the back in boxes in my local store (Birkenhead) when there is a ruddy great river seperating them? LOL

Anyway, we are going to pick it up soon and while we are in store and I'm collecting it, my OH is going to ring the store, choose option 3 for repairs and see what happens.:p

had exactly the same problem a couple of weeks ago, daughters phone in for repair, given number to phone, phoned many many times and held on for ages until the phone cut off. Confess to getting in my car and arriving at the store very angry. First thing I did when I was in the store was phone the number they had given me (which incidentally I was told would go straight through to the store). Store was empty apart from me and staff - what a surprise - no phone could be heard ringing. When I queried it they said the phone was in the back and could only be heard if someone was actually in the back of the shop!!??? In my case I asked to see the manager and explained the problem to him. He must have felt sorry for me cos he actually gave me his mobile number to phone to check when the phone was ready - biggest surprise was that it worked, it was his phone and he did answer it and sorted the problem out for us (although think he regretted it when I got him out of bed on his day off!!!). They gave me all that garbage about the repair centre. I was very lucky to get a conscientious manager but he can't be expected to deal with all the problems like that - their customer service needs sorting out. Hope you get sorted soon.

shellsuit

Well, went in and got my phone back.Empty shop, 3 staff, one with legs up on the counter sitting on a chair, nobody looked at me when I come in and it was only for me walking right upto the counter and staring at one of them that they actually acknowledged me!

While we were in there, OH made a sneaky call with the number 3 repair option and one bloke behind the counter practically jumped up and grabbed the phone. OH stopped the call (in his pocket lol), but it took no longer than 10 seconds to answer, so why over 20 minutes to get NO answer at all earlier on??

What a joke they are, won't be using them again in a hurry!!

Mattjimf

This settles my problem then. I have two phones needing repaired, both nokia's, the easiest offical nokia repair centre to get to is a carphone hellhouse, but there is another place i can go to, both times i've been in to CW see about getting the phones fixed i've been told it will cost 30 quid, not sure how much the other place may charge.

deutzkiwi

Calls through to branch numbers go to the same place no matter what option you choose - the branch. I understand its frustrating but I get sick to death of people yelling at me for no one answering the phone - if everyone is busy, how can they answer?! If you were instore and the phone rang, you wouldnt expect the advisor to leave you to answer it would you?? (sorry i'm not having a go, it just bugs me!)

But yeah, you're right it doesnt go to the repair centre if you choose option3, however, anybody in the UK that has access to cpw's system, and whom you give your details to, can trace where you phone is, so someone in the repair centre can trace your phone to a branch in Liverpool.

executiverocker

shellnsteve wrote:

While we were in there, OH made a sneaky call with the number 3 repair option and one bloke behind the counter practically jumped up and grabbed the phone. OH stopped the call (in his pocket lol), but it took no longer than 10 seconds to answer, so why over 20 minutes to get NO answer at all earlier on??

well if they were sitting around and he jumped up to answer the phone, that might mean when you have phoned originally they were probably busy?? ive been stood in a queue in a mobile shop before now for well over 20mins while the assistant is doing a sale or explaining stuff, or equally, dealing with a complaint!

gregg1

deutzkiwi wrote:

Calls through to branch numbers go to the same place no matter what option you choose - the branch. I understand its frustrating but I get sick to death of people yelling at me for no one answering the phone - if everyone is busy, how can they answer?! If you were instore and the phone rang, you wouldnt expect the advisor to leave you to answer it would you?? (sorry i'm not having a go, it just bugs me!)

But yeah, you're right it doesnt go to the repair centre if you choose option3, however, anybody in the UK that has access to cpw's system, and whom you give your details to, can trace where you phone is, so someone in the repair centre can trace your phone to a branch in Liverpool.

I take your point about not answering the phone when you are busy - you can't be expected to do two jobs at once and you sound like you are far more conscientious that the staff in my local CW but, when I was in the shop and tried the number five members of staff were chatting and I was the only one in there and they still did not answer it. Howsever, I am not saying every staff member is like that just that CW need to get their act together with regards customer service so the staff AND customers are treated properly.

deutzkiwi

gregg1 wrote:

I take your point about not answering the phone when you are busy - you can't be expected to do two jobs at once and you sound like you are far more conscientious that the staff in my local CW but, when I was in the shop and tried the number five members of staff were chatting and I was the only one in there and they still did not answer it. Howsever, I am not saying every staff member is like that just that CW need to get their act together with regards customer service so the staff AND customers are treated properly.

I understand you dont think we're all like that, and will return the comment by sounding you sound more conscientious than any cusotmer I had yesterday! (you could have guessed yesterday wasnt the best of days!)

If you're not keen on the staff at your local, and you have any others near by, I'd suggest giving them a go. I know in my area there are certain people I wouldnt like to be served by, and others who have loyal customer bases.

But there is no defending a bunch of staff standing around doing nothing. Everyone has off days but thats what they're paid to do!

gregg1

deutzkiwi wrote:

I understand you dont think we're all like that, and will return the comment by sounding you sound more conscientious than any cusotmer I had yesterday! (you could have guessed yesterday wasnt the best of days!)

If you're not keen on the staff at your local, and you have any others near by, I'd suggest giving them a go. I know in my area there are certain people I wouldnt like to be served by, and others who have loyal customer bases.

But there is no defending a bunch of staff standing around doing nothing. Everyone has off days but thats what they're paid to do!

yeah - think I will go to another branch next time. I know what you mean about some of your customers - I was in CW a few weeks back and someone was creating a scene about a phone they were returning and being really rude to the staff member when it was so obvious they were trying to pull a fast one and get a free repair when they were not entitled to it. Hope you have a better day!