Car Phone Warehouse. Great Phones but the worst returns policy.

dave5416

In the past we have purchased many handsets from Car Phone Warehouse (CPW) and in the past when handsets were just mobile phones we never really had any repair issues. As handsets became more akin to mobile computers than phones we noted that we had to start returning handsets to the store. Only last year I had a complaint about the "LG cookie" and after weeks of hassle I ended up taking CPW to the small claims court.
After that experience you thought we had learnt our lesson but when my wife and daughter wanted new handsets in April this year and the only place they could get the handsets were CPW because of exclusive color options reluctantly and against my advice back we went to CPW.
In May my daughters new pink Nokia 5230 started to act up. The issue was the handset failed to notify when a text message was received. Back to CPW who refused to exchange within twenty eight days claiming that a simple software flash would resolve the problem. It did but a few weeks later and now outside the twenty eight days when my text mad daughter was compiling text messages the handset would suddenly delete the text. Now to a teenager who just compiled a two page text that fault is just not acceptable. Back to CPW who repaired the handset by replacing the touch screen and a further re flash of the firmware. Within a day of collection the handset started doing the same fault. After a few more days back to the store. Now I did assume that and because I thought that the returns policy stated that if a handset is faulty three times then the handset would be exchanged. The store said they would send the handset back to Nokia and request an exchange. Ten days later the handset was back. Not exchanged and with no repair report. Within a few days it was acting up again with the same fault. My car now knows its own way to the CPW store at Horwich near Bolton so back we all went and this time I have to admit my voice did seem to carry well. I was not shouting but I did make sure everyone heard the conversation in store when I insisted the store exchange the handset. The store explained that they company returns policy states that all handsets have to be exchanged by the repair team at Wednesbury, Birmingham. we were not happy that the handset would have to go away for another couple of weeks and then only to be exchanged with a refurbished model of the handset but it seems (not confirmed) that CPW have instructed all stores under threat of dismissal that handsets cannot be exchanged at store level. Now not wishing to cost any store member their job we reluctantly agreed to the handset being sent off. What more could we do? The store point blank refused us our rights to reject the handset as clearly the handset has a fault that is to do with the Nokia firmware which fixed one fault but caused another. So no refund. The store wont exchange for a brand new product because the person who processes the exchange may lose his job so the only option was to accept an exchange at the repair center Wednesbury. Feeling very annoyed we left but happy that half a dozen customers had been in the store and left. Two weeks later (Tuesday 10 August) my wife and daughter collected the handset. Yes its exchanged. We hope that is the end of this sorry saga......
Wednesday 11th August when I return from work my daughter advised me that the exchanged handset not only is deleting the text in the same manner that the original was but is also now auto rebooting.
I called the store to tell them enough was enough but they have come out with another line. It seems as the handset has been exchanged and a different IMEI number exists we have to go through the whole sorry mess again. Return the handset and we'll send it away for repair. If the handset can't be repaired after two visits to the repair center then on the third visit we will request an exchange for you. Based on this we have refused to return the handset to store level and decided to contact Mr Dunstone at cdunstone@cpwplc.com as the store advised us that they would like to exchange the handset but they feel the threat of losing a job is not a risk they wish to take and until CPW head office change the policy regarding returns they cannot do anything. The store even advised they would like the policy changing as the store has lost many repeat customers since this policy has been introduced. we have emailed Mr Dunstone who obviously does not read these emails but has a team to do it for him but all we get back is messages saying they can't find our account despite us giving name address, telephone number, even the transaction number for the original repair. This is obviously a course of action to frustrate a complaining customer. Three emails we have sent them advising them to read the emails in full or even telephone us but no all they do is send out an email requesting the same information claiming DPA (data protection act). As of today 20 August the saga continues as the fourteen days notice of court action runs down. So if your looking for a new mobile phone contract make sure your fully aware of the returns procedure for the supplier before signing or parting with any cash. I must say my own handset is on contract direct from "O2" and when things went wrong the handset went for repair came back went in again for the same fault and was exchanged without any quibble. I think my family have now learnt. For mobile phones give CPW a wide berth.

Proc

Next time you write something, just tap the Enter key once in a while.

stugib

Proc wrote: »

Next time you write something, just tap the Enter key once in a while.

His daughter posted it via one big SMS.

Sandoval

I'm feeling unusually helpful/bored so I've edited your post.

dave5416 wrote: »

In the past we have purchased many handsets from Car Phone Warehouse (CPW) and in the past when handsets were just mobile phones we never really had any repair issues. As handsets became more akin to mobile computers than phones we noted that we had to start returning handsets to the store. Only last year I had a complaint about the "LG cookie" and after weeks of hassle I ended up taking CPW to the small claims court.

After that experience you thought we had learnt our lesson but when my wife and daughter wanted new handsets in April this year and the only place they could get the handsets were CPW because of exclusive color options reluctantly and against my advice back we went to CPW.

In May my daughters new pink Nokia 5230 started to act up. The issue was the handset failed to notify when a text message was received. Back to CPW who refused to exchange within twenty eight days claiming that a simple software flash would resolve the problem.

It did but a few weeks later and now outside the twenty eight days when my text mad daughter was compiling text messages the handset would suddenly delete the text. Now to a teenager who just compiled a two page text that fault is just not acceptable. Back to CPW who repaired the handset by replacing the touch screen and a further re flash of the firmware. Within a day of collection the handset started doing the same fault.

After a few more days back to the store. Now I did assume that and because I thought that the returns policy stated that if a handset is faulty three times then the handset would be exchanged. The store said they would send the handset back to Nokia and request an exchange.

Ten days later the handset was back. Not exchanged and with no repair report. Within a few days it was acting up again with the same fault. My car now knows its own way to the CPW store at Horwich near Bolton so back we all went and this time I have to admit my voice did seem to carry well. I was not shouting but I did make sure everyone heard the conversation in store when I insisted the store exchange the handset.

The store explained that they company returns policy states that all handsets have to be exchanged by the repair team at Wednesbury, Birmingham. we were not happy that the handset would have to go away for another couple of weeks and then only to be exchanged with a refurbished model of the handset but it seems (not confirmed) that CPW have instructed all stores under threat of dismissal that handsets cannot be exchanged at store level.

Now not wishing to cost any store member their job we reluctantly agreed to the handset being sent off. What more could we do? The store point blank refused us our rights to reject the handset as clearly the handset has a fault that is to do with the Nokia firmware which fixed one fault but caused another. So no refund. The store wont exchange for a brand new product because the person who processes the exchange may lose his job so the only option was to accept an exchange at the repair center Wednesbury. Feeling very annoyed we left but happy that half a dozen customers had been in the store and left. Two weeks later (Tuesday 10 August) my wife and daughter collected the handset. Yes its exchanged. We hope that is the end of this sorry saga......

Wednesday 11th August when I return from work my daughter advised me that the exchanged handset not only is deleting the text in the same manner that the original was but is also now auto rebooting.

I called the store to tell them enough was enough but they have come out with another line. It seems as the handset has been exchanged and a different IMEI number exists we have to go through the whole sorry mess again. Return the handset and we'll send it away for repair. If the handset can't be repaired after two visits to the repair center then on the third visit we will request an exchange for you.

Based on this we have refused to return the handset to store level and decided to contact Mr Dunstone at [EMAIL="cdunstone@cpwplc.com"]cdunstone@cpwplc.com[/EMAIL] as the store advised us that they would like to exchange the handset but they feel the threat of losing a job is not a risk they wish to take and until CPW head office change the policy regarding returns they cannot do anything. The store even advised they would like the policy changing as the store has lost many repeat customers since this policy has been introduced. we have emailed Mr Dunstone who obviously does not read these emails but has a team to do it for him but all we get back is messages saying they can't find our account despite us giving name address, telephone number, even the transaction number for the original repair.

This is obviously a course of action to frustrate a complaining customer. Three emails we have sent them advising them to read the emails in full or even telephone us but no all they do is send out an email requesting the same information claiming DPA (data protection act).

As of today 20 August the saga continues as the fourteen days notice of court action runs down.

So if your looking for a new mobile phone contract make sure your fully aware of the returns procedure for the supplier before signing or parting with any cash. I must say my own handset is on contract direct from "O2" and when things went wrong the handset went for repair came back went in again for the same fault and was exchanged without any quibble. I think my family have now learnt.

For mobile phones give CPW a wide berth.

Freddie_Snowbits

Still feel inclined not to read too much. Must be Friday

dave5416

Thanks guys for you comments. Why not be constructive or even helpfu?.
This post was to document our tale of woe in the hope that others would read it and when it comes to a new mobile handset they may think about asking what a companies return policy is before signing up or parting with cash.
It seems to me ones with too much time on their hands "don't bite the bullet" when there is something they don't agree with.
It's also impossible to deal with the facts in a short post.

Gleeful

Seriously, why did you back after taking them to small claims court? That's what I don't get!

OlliesDad

dave5416 wrote: »

Thanks guys for you comments. Why not be constructive or even helpfu?.
This post was to document our tale of woe in the hope that others would read it and when it comes to a new mobile handset they may think about asking what a companies return policy is before signing up or parting with cash.
It seems to me ones with too much time on their hands "don't bite the bullet" when there is something they don't agree with.
It's also impossible to deal with the facts in a short post.

So you posted this because you want other people to read this, but are complaining because people told you how to make it more readable??

Sandoval

dave5416 wrote: »

Thanks guys for you comments. Why not be constructive or even helpfu?.
This post was to document our tale of woe in the hope that others would read it and when it comes to a new mobile handset they may think about asking what a companies return policy is before signing up or parting with cash.
It seems to me ones with too much time on their hands "don't bite the bullet" when there is something they don't agree with.
It's also impossible to deal with the facts in a short post.

You're welcome by the way...

dave5416

Thanks Gleeful.
I was against going back to CPW but thats life isn't it?
I'm sure every husband and father has given in at some point to pester power!

Gleeful

dave5416 wrote: »

Thanks Gleeful.
I was against going back to CPW but thats life isn't it?
I'm sure every husband and father has given in at some point to pester power!

I'm just surprised you gave them your business again. Isn't there that saying? Once bitten, twice shy?

I used to work for CPW but escaped just after they implemented this new repair policy, so I'm unable to help.