Consumer Advice - Carphone Warehouse

roosta_2

Hi all, hope you can help. This is going to be long, but I thought I'd write the whole of the details down.

My partner bought a Motorola V3 (in pink) on the Pay-As-You-Go service, on Orange.
The phone cost £100 in March 2006, from The Carphone Warehouse store in Islington, London.

At the end of September 2006 the phone developed a fault, where the keypad would constantly press 2 repeatidly, and then dial the number (22222222).
The phone was taken to the Oxford Circus store for repair. The phone was taken in for 4 days, where the software was upgraded by the in-store repair team. (This upgrade is called "re-flashing", apparently.)
After getting the phone back, the same fault was present, although it took a few days to start doing this.

The phone was taken back for repair. (At the Cannon Street store - close to my partners work place.) The phone was taken in for repair again, but sent off to the Carphone Warehouse Repair Centre HQ. They had the phone for 7 days, where it had been "reflashed" for a second time.
The exact same fault occured yet again the same day.

It is now October 2006. We took the phone and the service sheets back to the Islington store, where the phone was purchased. We spoke to Steve, the Assistant Manager.
Having been repaired twice to no avail, we asked what could be done next. We were told that the phone could be sent off for a third repair. We said "no" to this as it'd been done twice - once at HQ.
We were then offered an exchange for the same model, but it would not be a brand new one, it would be a returned/refurbished phone.
We agreed to have the refurbished phone.
Having checked stock, the phone was not available in pink, only in silver. As my partner wanted a pink phone, we were not going to to take a silver one. We were told to call again in a few days (with a given reference number) in a few days.

My partner telephoned back yesterday (Monday 23rd October) to enquire about the stock of the pink model. No answer from their phone service!
This morning, she has taken the phone in and asked (at the Islington store.)
Funnily enough - the pink models are still not available. And a refund will not be given because it is not within their policy!.

What can we do now?
The item sold has proved faulty, after two repairs.
We have agreed to exchange the phone for the same model (although it would be a refurbished phone) but, it is not in stock.
We purchased a pink phone, and want a pink phone. If we wanted a silver one to begin with, we would have bought one.
What is the next possible step? We asked for an exchange of a different model to the same value. They won't do this - it is not their policy.
We have asked for a refund. They won't do this - it is also not their policy.

Surely after all this failing customer service we are entitled to our money back? I understand they have a policy, and as good customers we have followed this, but they have failed fulfill it because they can't replace the phone like-for-like.

Can somebody please tell me what to do.
We are feeling extremely let down.

Thanks in advance.

RHYSDAD

Well, that sounds very S***** of them doesn't it? I found this for what it's worth on their on website:

http://www.cpwplc.com/cpw/about/rules/

You could try printing the above linked page out and taking it instore and INSISTING on dealing with the manager only and asking for your money back.
Will be hard for him/her to argue against their own rules, especially if there are other customers present in the shop and you make your objections to their treatment of you overheard.
Failing that, you could mention that you will write personally to the Chief Exec, Charles Dunstone (sorry, can't find address) and taking it up with him to see what view he would take of a customer of CPWH being treated so shoddily.
And if all else fails, post your experiences of Carphone Warehouse on this site to let others judge whether or not Mr Dunstone gets any more of our MSE's money!! Good Luck roosta!!

Harvey's_Dad

RHYSDAD wrote:

Failing that, you could mention that you will write personally to the Chief Exec, Charles Dunstone (sorry, can't find address) and taking it up with him to see what view he would take of a customer of CPWH being treated so shoddily.

Charles Dunstone's email address is cdunstone@cpw.co.uk

Early last year CPW despatched two mobile phones to someone, apparently pretending to be me, to a Spar store in Coventry; they also set up direct debits on my bank account. Phone bills of several hundred pounds were run up for calls to Pakistan. I strongly suspect that it was an "inside job" by an employee of CPW.

Anyway, after complaining perhaps a dozen times through their "customer care" call centre I eventually managed to get the above email address. My problems were resolved fairly soon after sending an email to it.

HTH

shopbot

I agree that an e-mail to the address detailed by Harvey's Dad would probably help the OP

With the greatest respect to the OP in your post you name a member of staff you have dealt with. I don't think we should do this on the boards out of fairness to the staff involved for two reasons:
1. Most of us are hiding behind usernames to protect our own privacy. If we are not wanting to share our own details online then maybe other people should be afforded the same privacy by us. It's slightly different talking about Charles Dunstone as he chooses to put himself in the public eye.

2. Fairness. Does this guy get a right to reply? Of course he can join the forum but contractually he won't be able to speak on behalf of CPW. In this respect of this we only have the OP side of the story. In this case I am sure it is entirely accurate and fair however every so often I see some v dubious posts across the boards.

Don't get me wrong I am all for naming and shaming companies but lets be careful future threads become more personalised.

* Puts tin hat on *

olly300

The email address may not work for Charles Dunstone. I have read somewhere else that carphonewarehouse is refusing to answer these and sending everyone to their website so that complaints are centralised.

I would:
1. Read advice on http://www.consumerdirect.gov.uk or contact them by phone. (You can also contact your local trading standards.)

2. Use the carphonewarehouse's online complaint form and fax/post a copy of the letter to carphonewarehouse. (Even if it's a PO BOX they will not deny receiving your letter if you send it recorded. Companies do if you just use a first class stamp.) In the letter,
a. quote the relevant sections of the law
b. make it clear that if they don't sort the problem out in 28 days you will be taking further action upto and including legal action.
c. state that you have put in a complaint to OFCOM about their customer service.
(If you do need to take legal action or make get someone else to take up your complaint you have proof that you sent the complaint so the company cannot wiggle out of it by saying they didn't receive the letter. The online form doesn't allow you to see your email.)

3. complete the survey at http://www.ofcom.org.uk/complain/mobile/customer/contact/?itemid=285869
Enought complaints about bad mobile providers will lead OFCOM to take action and get companies like this to give a better service.

ah_heng

I bought thru the phone a contract plan (with Nokia 6111) on the 4th Dec 06. After 2 hrs I realise I wil not be around on the 6th to collect the phone so I give them a call. The sales guy (name Michael Camhera) said it's ok and do not have to worry cos when they deliver and if there's no one with your identification they will re-deliver the next day.

So, on the 6th they deliver and I am not at home. Amazingly someone with the name of "Abdul" collected the goods and my name is WONG which is no where near in similarity.

On 7th I called them and asked them to resend and they said they need to confirm again and ask me to call back the next day.

On the 8th I called and ask for the status and they said they will pass me to another dept to resend the goods.

On the same day they said they will call me back and they never did. Twice.

Then I was asking for the clause "Guarantee Delivery" as stated in their website and Michael Chamera said there's no such thing.

So, anyone can advice me on what to do? They are going to re-send again next week but I won't be around the whole week!

Thanks.

ScottishSapper

ah_heng wrote:

I bought thru the phone a contract plan (with Nokia 6111) on the 4th Dec 06. After 2 hrs I realise I wil not be around on the 6th to collect the phone so I give them a call. The sales guy (name Michael Camhera) said it's ok and do not have to worry cos when they deliver and if there's no one with your identification they will re-deliver the next day.

So, on the 6th they deliver and I am not at home. Amazingly someone with the name of "Abdul" collected the goods and my name is WONG which is no where near in similarity.

On 7th I called them and asked them to resend and they said they need to confirm again and ask me to call back the next day.

On the 8th I called and ask for the status and they said they will pass me to another dept to resend the goods.

On the same day they said they will call me back and they never did. Twice.

Then I was asking for the clause "Guarantee Delivery" as stated in their website and Michael Chamera said there's no such thing.

So, anyone can advice me on what to do? They are going to re-send again next week but I won't be around the whole week!

Thanks.

Slightly confused I read this as the phone has actually been delivered and signed for by someone else.

The section (s) on delivery state:

"All items delivered by courier will need to be signed for, in most cases it need not be the person who ordered that accepts the delivery. We can also deliver to a registered work address if no one will be at home - please specify this when placing your order.


We are unable to specify an exact time of day for delivery of your order. If no one is available to accept delivery at the specified address the package will be returned to your local Citylink depot. A card will be left with details to organise redelivery of your order. "

Their website does not actually say Guaranteed Delivery but it is implied by their terms and conditions which states:

"We offer FREE delivery on all items delivered to mainland addresses in England, Scotland and Wales. All orders placed by 5pm that contain mobile phones or goods to a value exceeding £50 will be delivered free by courier between the hours of 9am and 5:30pm the next working day. "

Have you tried tracing the delivery using their online Order Check?

https://www.mycarphonewarehouse.com/portal/servlet/gben-ordertrack-OrderTrack

If all else fails then you have the right 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

ah_heng

In continuation of the above, let me paint a clearer pic and the most recent development.

I first ordered a new mobile phone with contract thru "phone" by carphonewarehouse. And as I mentioned in my earlier post, they screwed up. Someone simply sign a name when they deliver it when i delibrately told them I won't be at home and ask them to send another day.

Afterthat, they want to send to me again but I told them I can't wait as I will be on a business trip to US/Germany and I told them I need a phone. As usual, no reply and no f*ck.

So, with no choice I went to their high street shop simply pick a mobile plan and phone "thinking" i could return it when i come back from the trip in 5 days time. And I am very sure no one in the shop told me that I can't do that.

So I went back with the phone virtually new cos I did not use much and they told me I can't return my phone if I were to buy through highstreet shop.

What is this?? Spent almost an hour on the phone with the customer service dept WHILE I am in their Hayes store simply the staff in the store don't give a damn!

I am really !!!!ed off and now I found out that eventhough my contract is 35 per mth contract, it doesn't comes with long weekend and rollover amount!!!!

Anyone can help me to take up this case and sue them!!!!

By the way, out of frustration, I've recorded this conversation before the salesperson in the store got annoyed and call put me to talk to their customer service;

http://audio.xanga.com/ah_heng/230aa345131/audio.html

Really annoyed,
Wong

ScottishSapper

ah_heng wrote:

In continuation of the above, let me paint a clearer pic and the most recent development.


Anyone can help me to take up this case and sue them!!!!

Really annoyed,
Wong

Sorry mate but you appear here to have 2 seperate issues.

On your original one it as I mentioned there; If the phone was delivered and signed by someone other than you and without your permission then they have not fullfiled their end of the contract. THEY need to involve the courier company and no doubt the police as to possible theft.

On your second problem, this is entirely different. I'm afraid 'thinking' will not cut it, same with the terms of the contract ie no roll over etc, you should have checked both before you left the shop.

You have a good chance of now refusing the original goods under the Distance Selling rules (7 days FROM WHEN YOU GET IT to return it) for full refund and cancellation of the contract.

On the second one the chances of suing them are in my humble opinion less that remote. Suggest you drop in to your local CAB and see what they say

ah_heng

Hey sapper.. Thanks mate.. afterall I have to admit when I bought the phone I really had the intention to return it and stick back to my mobile phone that I ordered thru the phone which gives me better rates.

But thinking abt it really make me feel unjustify. But fr internet/phone get better rates and can return within 7 days. Buy on highstreet shop, higher rates and cannot return. The funny part, both are fr Carphonewarehouse. Haih...

CH

andystephens

Well, I used to work for CPW, and funnily enough I was a repairs technician. Now it has been a while since I was there, but I know that with the original problem with the '2' key, this should have been sorted. Basically when a phone is repaired or flashed (Upgrading the software) they have to do a QA on the phone. When you get the phone back, it should be working properly. If the repair fails in store, the phone can get sent to their Head office for repairs up in Wednesbury. Here, they have a dedicated QA team to make sure all is working.

There was another option which should have been given. The store offered to exchange the phone for another one, yet they had no pink ones in. Well, the repairs team also have access to exchange stock (Refurbished models) which is seperate to the sales teams stock, so they could have done this at the repairs head office, or sent the phone to the manufacturer for an exchange. The repairs system there has not always been great, and customer service is not top priority.

I have contacts within the company, if anyone needs some more info, then get in touch with me.