Carphone Warehouse & Orange - Rubbish

thescouselander

I bought my OH an Iphone from carphone warehouse - said phone was duly delivered but they have failed to process the upgrade properly with Orange so it will not register and she cant use the phone.

Despite several calls to CPW during the week they still cant sort it out. Today the shop we ordered the phone from are not answering the phone.

I tried the customer service line on the website but the wouldn't speak to me for data protection reasons - fair enough I said but can you call my OH back to talk to her directly - they refused to do this.

So now we are stuck with a phone we cant use and CPW wont help. What a bunch of cowboys.

Techhead_2

Surely your other half can phone them? Can Orange not help?

ellay864

In January I bought my son a phone from CPW online but couldn't find the receipt, only e-mail acknowledgement of order (which didn't state details of the phone) so when his phone started playing up, kept refusing to recognise his sim card I was worried. took it into a local store and they were great - needed no receipt and identified it from serial number, said they'd send off for free repair. They said it could take up to 28 days - I only took it in on Monday and got a call today to say it was back. OH went to collect it, he was there 30 mins while they tried 3 sims in it and it wouldn't work...they blamed the sims! In the end OH gave them his own sim and it seemed ok. Got it home and within 2 mins of son using it the same problem happened. Am going back to the store tomorrow but am starting ot get that jittery feeling!!

thescouselander

Techhead wrote: »

Surely your other half can phone them? Can Orange not help?

My OH did get hold of someone in the end but cpw and orange are blaming eachother. cpw said they would have to give us a replacement phone to resolve the situation and told us to go to the local branch for an exchange. We've just been down there to find they had no stock.

The whole thing is a nightmare. As far as I'm concerned cpw and orange are in breach of contract but they say we cant cancel - we'll have to see about that.

missile

I hope you paid by credit card? Do a charge back

spirit

I don't work for either of the companies you mention but.

With the iPhone, once you have charged it up, you actually have to register the phone via itunes. As long as they have connected up the sim card for you, log on to iTunes and register the phone there.

You just have to link the phone up with your computer using the data cable supplied in order to register the iPhone.

thescouselander

spirit wrote: »

I don't work for either of the companies you mention but.

With the iPhone, once you have charged it up, you actually have to register the phone via itunes. As long as they have connected up the sim card for you, log on to iTunes and register the phone there.

You just have to link the phone up with your computer using the data cable supplied in order to register the iPhone.

Yes, we've done that. The problem is that cpw have given the wrong details to orange so they wont connect the phone to the network. This is a common problem with cpw apparently, if I had known we'd have gone elsewhere.

thescouselander

Well after much hassle we have now got another phone - only time will tell if its going to work.

They guy at the shop confirmed this sort of thing does happen occasionally and that some people never bother bringing the phone back - when the upgrade doesn't register with orange some people have cancelled their contracts or obtained a second upgrade from somewhere else meaning they managed to get the first iphone free or at a substantial discount without being committed to a contract.

Perhaps something to think about if anyone else gets caught up in this sort of fiasco.

spirit

so had they not connected up the first sim for you?

I don't quite understand how it can be a faulty phone if the dealer just hadn't liased with Orange to connect it up for you.

thescouselander

spirit wrote: »

so had they not connected up the first sim for you?

I don't quite understand how it can be a faulty phone if the dealer just hadn't liased with Orange to connect it up for you.

Yes, I don't really understand it but we were told that on Orange the sim is matched to IMEI number on the phone and somehow the sim card we were given didn't match the IMEI on the phone it went with according to Orange's records.

Now I would have thought Orange could just make an adjustment at their end and connect the sim - the guy at cpw said this is what happens in similar circumstances on Vodaphone. Apparently this is beyond Orange's capability so they had to give us a new phone and sim which will hopefully match the records on the Orange network.

I'm not holding my breath though - the new phone has been switched on since this morning and the upgrade still hasn't gone through so for all we know we could still be facing the same problem.:huh:

spirit

Sim doesn't match the IMEI? What are they on about. All they have to do is connect up the sim card to a number, you have to register it via iTunes and away you go - simples.

It that a whiff off bullsh**t?