carphone warehouse glitch

coolio_2

Problem is, their system wont allow a refund of the £10 topup, regardless what HO says

Roberto66

Last week after receiving this mobile without the L7 I contacted customer services to send back the v220 and was told that I would have to pay Special Delivery costs and told the advisor that I objected to this as this mix up wasn`t my fault.
She told me that I could return it via a local CPW store for free.
I then spent almost an hour at the store in Bradford where eventually after speaking to head office the sales assistant managed to refund me with two separate transactions (he started off by saying that I couldn`t return it instore as it was a clearance phone but after I told him it was a mistake on the website he contacted HO).
One was a straight forward refund of £27.95 for the Phone.
The other was a little more complicated as he had to use a generated voucher to give me the remaining £10 refund for the topup.
Hope this helps someone

arushofblood

Didn't get around to the tea and nap !! On reading the last few posts I was concerned about turning up instore tomorrow and then going through the whole thing again over the £10 top up. So guess what... I phoned HO again. Seems you get through to a different call centre each time so there's no way for you to speak to the same person twice ! After going through my story AGAIN, I requested that he call my local store to make sure that the airtime voucher was included in the refund. Went on hold again then for a bit. He got back to me to say that the store will issue the refund for the phone but they can't refund the voucher and that 'as a gesture of good will' ( Oh !!!!!! ! ) HO will send me a cheque for the £10. I asked how long this would take... he said they have trouble with their printer so it would probably be a month !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Lol !!!!!!!!!!!! *cry*

coolio_2

im going to write a letter, its the only way to get to the bottom of this, because instore they tried to do a partial refund, the whole thing is down as being returned.

pippamannequin

Roberto66 wrote:

Last week after receiving this mobile without the L7 I contacted customer services to send back the v220 and was told that I would have to pay Special Delivery costs and told the advisor that I objected to this as this mix up wasn`t my fault.
She told me that I could return it via a local CPW store for free.
I then spent almost an hour at the store in Bradford where eventually after speaking to head office the sales assistant managed to refund me with two separate transactions (he started off by saying that I couldn`t return it instore as it was a clearance phone but after I told him it was a mistake on the website he contacted HO).
One was a straight forward refund of £27.95 for the Phone.
The other was a little more complicated as he had to use a generated voucher to give me the remaining £10 refund for the topup.
Hope this helps someone

exactly the same here, 27.95 no problem in store...they had to phone ho to get my £10 for the credit, took 45 mins but got it in the end. Made sure when i went into the only shop we have here i took what i printed out the whole order, their 5 fundamental rules, the 5 guarantees and made myself talk louder than anyone else when i said i thought that no one should buy a phone from them if they make promises they cant keep, dont honour anything they say they will and let people down constantly. I know for sure a couple of people walked out of the shop after listaning to me who were looking at phones theyd presented to them on the counter. Good. HOPE it was cos of me.

arushofblood

k60sav wrote:

exactly the same here, 27.95 no problem in store...they had to phone ho to get my £10 for the credit, took 45 mins but got it in the end. Made sure when i went into the only shop we have here i took what i printed out the whole order, their 5 fundamental rules, the 5 guarantees and made myself talk louder than anyone else when i said i thought that no one should buy a phone from them if they make promises they cant keep, dont honour anything they say they will and let people down constantly. I know for sure a couple of people walked out of the shop after listaning to me who were looking at phones theyd presented to them on the counter. Good. HOPE it was cos of me.

Hope they're inundated with complaints at HO ! ( Mine on top of course )

If I've the energy tomorrow, I might try to get the £10 issued instore not telling them about the £10 cheque on it's way to me from HO sometime in the next certury

arushofblood

I've... just.... got.... my................ refund.... *slump*...........

coolio_2

nice one, gives people like me hope. my email has gone unaswered of course, registered letter being sent tomorrow

arushofblood

Just had a call from HO.... They've taken all the details and will be contacting my local store to offer additional Staff Development, lol !

Came away with full refund ( £10 cheque for airtime voucher being sent seperately ) £30 compensation for 'distress' and costs and a £5 voucher to spend in store !

I would like to add that, as well as pointing out the duff staff in all this, I did take the names and gave full praise to the people who did actually offer me good customer service

arushofblood

coolio wrote:

nice one, gives people like me hope. my email has gone unaswered of course, registered letter being sent tomorrow

Good luck coolio and anyone else

I'm so glad it's over for me, I really am exhausted by the whole experience....