carphone warehouse glitch

Repo

I've just got that email too - what' the legal situation on this? I received the phone and voucher pack this morning (but no L7 obviously!)

pippamannequin

i spoke to trading standards and there isnt anything anyone who ordered it can do unfortunately to get the free handset however they did want people to report it as the guy i spoke to said he wondered how often they did this and just how much money they'd be making out of our money before they refund us

Repo

Which branch of trading standards was that? Do you have a number or email address?

pippamannequin

south west i rang consumer direct and their option was for me to transfer my call to trading standards, just go to the trading standards website https://www.tradingstandards.gov.uk and type in your area postcode and it gives you the number to call.

matto

Well I'm going to try a slightly risky strategy in order to maybe get something out of this using the Distance Selling regulations.

I've cancelled my contract via email, but I'm just getting back automated please ring .... emails. Nevertheless the fact that the email has been sent is sufficient to cancel the contract.

Under DSR and CPW T+Cs you do not have to return the item for the cancellation to be effective and they must refund within 30 days. After that I will contact my credit card company, see if they can do anything, otherwise it may be small claims court. It may be possible for CPW after this to still request return of the goods in an unused state but I am going to bank on them having only a 21 day period to request return of the goods.

Note these gems from CPW T+Cs.

As you will not have had the opportunity to examine your product before purchasing it, you are entitled to cancel your agreement with us under the Consumer Protection (Distance Selling) Regulations 2000. If you notify us within 7 working days from the day after receiving the product (the "Trial Period") we will provide you with a full refund.

Nothing there about having to return the item!

Cancellation

Please do not attempt to return your product without first contacting us to receive your return authorisation number.

Please call our customer service line on 0845 601 0411. They will provide you with your return authorisation number and give instructions on how to send your product back.

Your product must be returned immediately after notifying us of your intention to return. The phone must be received back undamaged with all of the original packaging and accessories and proof of purchase.

Nothing here to say that refund will not be given even though product is not returned. It does say "Your product must be returned immediately after notifying us of your intention to return. " but I'm not notifying them of my intention to return the item.

Section 17 of the DSR gives them 21 days to request return of the goods unless it is specified in the T+Cs that return of the goods is required, in which case it is 6 months.

withabix

Well, I received a V220. At least it was a black one and not a pink one.

But it will be going back.

iwantitnow

Five Fundamental Rules

At The Carphone Warehouse everything we do is based on our 'five fundamental rules'. The rules speak for themselves and need little embellishment. However, it is worth stressing that the rules are applied not just in our stores, but in our call centres and support functions too, to ensure that we provide the best possible customer experience.

1/If we don't look after the customer, someone else will.
2/Nothing is gained by winning an argument but losing a customer.
3/Always deliver what we promise. If in doubt, under promise and over deliver.
4/Always treat customers as we ourselves would like to be treated.
5/The reputation of the whole company is in the hands of each individual.

6/If somebody complains ignore the 5 above get them to phone the 0870 number and make even more cash out of them.

withabix

ilovecakes06 wrote:

is there any way of transfering the £10 credit??? because it says on the website that its non-refundable.

It will be refunded, as they've admitted to the 'error'.

Distance Selling Regulations cover this as well (that's why it says Distance Selling Regulations next to it on the order). They HAVE to refund it.

pippamannequin

iwantitnow wrote:

Five Fundamental Rules

At The Carphone Warehouse everything we do is based on our 'five fundamental rules'. The rules speak for themselves and need little embellishment. However, it is worth stressing that the rules are applied not just in our stores, but in our call centres and support functions too, to ensure that we provide the best possible customer experience.

1/If we don't look after the customer, someone else will.
2/Nothing is gained by winning an argument but losing a customer.
3/Always deliver what we promise. If in doubt, under promise and over deliver.
4/Always treat customers as we ourselves would like to be treated.
5/The reputation of the whole company is in the hands of each individual.

6/If somebody complains ignore the 5 above get them to phone the 0870 number and make even more cash out of them.

With their 'five fundamental rules' and their promises and guarantees, it just goes to show how even with some of the biggest companies you cant trust a word they say :mad:
Just got my phone delivered, its a silver reconditioned one in a tatty box. Lovely :mad:

fad1211

I cancelled my phone before it was despatched. Anybody with any experience with CPW tell me when I will get refunded. I can hand on heart say their customer service is the WORST I have ever come across, with their so called sales staff, either fobbing you off, or trying to flog one of their other deals, failing that, they put you through to somebody else time and time and time again. I hope they go BUST!!!