Carphone Warehouse - I just cannot contact them regarding my complaint

boots_babe

Hi,

I'll try and keep this short as I could easily rant all day about it :mad: Changed banks, and DD for CPW was due out on 8th August. The bank's switching dept had sent me confirmation everything was transferred, including CPW.

Then on 16th Aug - my birthday rather annoyingly - CPW cut me off with no warning whatsoever. Spent birthday morning on phone to CPW trying to sort it out. Paid the balance manually, and they said it would take up to 24 hrs to reconnect me. Great, just as I have lots of people to call and thank for pressies and people calling me to say happy birthday. They say the DD was not set up and that is why the problem arose.

I spoke with new bank, who have provided written evidence that they sent the change to CPW via the BACS system, so I wrote to CPW to complain, asking they do their bit asap to set up DD (I enclosed the BACS info they were originally sent).

Since then, nothing. I have called to chase, and they then actually told me DD was set up, but then cancelled the day before the payment, great :mad:

Still nothing so called again. Was given an email address to contact complaints dept - apparently they won't take phone calls. Emailed them with copy of original complaint letter. Emailed them again, still nothing. Rang again last week, still nothing.

Then today, got a call finally, thought, HOORAY. But no...it was finance dept calling regarding this month's payment. Unsurprisingly it is overdue because they have AGAIN failed to setup DD as instructed. The guy who rang was awful, really bad. He mumbled, kept umming, and he would suddently trail off in middle of sentence and go silent, so much so that I had to keep asking if he was still there. After 5 mins or so on phone he had finally managed to ask me all the security questions (honestly, he was that bad), then he put me on hold and after a few mins I was cut off!

So now I am wondering when my mobile will be cut off. I will try calling so called Customer Services in a bit, but I know they will be unable to help as I've rung them so many times before. I don't know what else to do :eek:

C_Ronaldo

can you not cancel the contract if cpw arent providing the service, email one of the big cheeses re your situation

djl

cpw are !!!!!! i had a contract for a few years agro agro agro i think they paid me more then i paid them keep on at them

boots_babe

Hi C_Ronaldo,

Unfortunately I have already emailed Charles Dunstone - twice in fact. But STILL nothing. I only have about 6-8 weeks left with them now so will be getting away from them as soon as possible...

If anyone knows a better contact to use I'll gladly give it a go.

Gave up waiting for Mr. Hopeless to call me back, and rang Customer Services again. Spent over an hour on the phone, being passed from pillar to post. Nobody seems to be able - or indeed want to - actually help me.

Sooler

I'd try going in a Carphone shop and get them to sort it - don't leave until they do. They'll probably tell you to phone finance dept or something ... just tell them to do it for you, they work for CPW - you're the customer.

Insist they get someone who can sort it to phone the shop to speak to you.

boots_babe

Would I be able to go into a shop even though I took my contract out online via e2save? It would be a big inconvenience for me to have to go all the way to the nearest shop but the way things are going I would consider it if I thought it would do any good.

Sooler

boots_babe wrote:

Would I be able to go into a shop even though I took my contract out online via e2save?

wouldn't go out of the way to do it, just if you have one near by or happen to pass one

nenya

Sorry to point out the obvisous - but have you checked the bank details that CPW have on record??

boots_babe

Yes, CPW had my old details. However, I was at one point told by someone that CPW had indeed setup the new DD but then cancelled it the day before payment was due :mad:

I have rang a few more times since I posted and also emailed, but I have not got anywhere still. I do not know what else to do, I am fed up of calling and being fobbed off, but I have tried my best and am really at the end of my tether. What more can I do?

Sooler

have you tried these
http://www.cpwplc.com/cpw/services/contact/

Contact Info
If you can't find the answer to your question on the site, or you want to give us feedback, please contact us directly and we'll be happy to help if we can.

1 Portal Way
London
W3 6RS
United Kingdom


Tel: +44 (0) 20 8896 5000
Fax: +44 (0) 20 8896 5005
https://www.carphonewarehouse.com


For Investor Relations queries please contact:

Peregrine Riviere
Group Director of Corporate Affairs
Tel: +44 (0) 20 8896 5000

Carla Bloom
Assistant to Group Director of Corporate Affairs
Tel: +44 (0) 20 8896 5000

Customer Service Issues:
Please refer to our CPW website or e-mail cdunstone@cpw.co.uk


send an email to cdunstone or give Peregrine a call or take a trip to London and call in at 1 Portal Way

boots_babe

Thanks sooler. I have already written to that address (more than once) and emailed the cdunstone email (more than once). But I didn't know about that phone number so will give that a try today. Every time I call the customer service number I am told that I cannot speak with the complaints dept and they have no number for them.

So this phone number is definitely worth a try. Thanks very much.