Mobiles.co.uk / CarphoneWarehouse

shepsv2

Just wanted to share my experience of Mobiles.co.uk - owned by Carphone Warehouse (CPW). They offer cheap deals, but support and associated processes are dire.

CPW and Mobiles.co.uk use the same systems I was told, so every call I made, the notes visible to store and vice versa.

Received my phone early September and within 3 weeks it developed a fault (WiFi constantly saying ‘error’). Initially rang HTC who told me the phone was locked to O2 - I was on Orange - and so I had no warranty as someone had unlocked it. I had not done anything to the phone. The following week I got hold of Mobiles.co.uk (1st week Oct), advised them of this. They said they shipped phones unlocked and they should not be tied to any network. After getting me to try a factory reset, they advised me to take into my local CPW store who would resolve the issue (1st week Oct). The store sent off for repair, but not before I had to ring Mobiles.co.uk again as they had made no notes on the system. Two days later Mobiles.co.uk rang me to say the CPW store should have done an exchange, but as was now sent off for repair nothing they could do!

2nd week of November and phone arrived back to the CPW store, only to find the phone locked onto O2 - remember I am on Orange. Several phone calls to Mobiles.co.uk later, and was told the CPW store would send back to the CPW warehouse, and I would receive an exchange. I just needed to provide the reference number I was being emailed (within 15minutes). 3 hours later and no reference number I then rang Mobiles.co.uk again, 40minutes on the phone resulting in me being sent to the local CPW store as they had my record open on the system and so they could not generate a return (why they could not ring the store themselves, they do not have the stores numbers and on more than one occasion asked me for it!). Where the store spent 40min on the phone to mobiles.co.uk - eventually ending up with me having to come back the next day. The next day I was told the CPW store would not be able to send the phone back as they could not insure it against loss. Another phone call to mobiles.co.uk and my returns number eventually arrived via email. I would receive my replacement phone within 3 days after they had received mine.

12th November I posted the phone Special delivery to CPW Logistics, which was signed for on the 15th November (tracking ref ZW633316551GB). On the 21st November I still had not received my phone so chased them, and was promised a return call the next day – this miraculously happened, only for them to tell me I had posted it to the incorrect place. Apparently I sent it to a CPW store and not the warehouse and would have to go and collect it and send back to the warehouse – despite me having proof in the tracking on Royal Mail it went to the warehouse. Fast forward a few days and lots of phone calls from me to them, with them consistently promising to ring back and failing, I have agreement that I sent it back correctly, and they posted it to the CPW branch (the broken phone, not a replacement). I eventually get hold of someone who arranges a call back, and the second miracle they actually do it, my phone will be delivered to me no later than the 2nd December. Today on the 8th December I am still waiting – I have had Royal Mail deliveries in all but 2 days since the bad weather.

For the record the CPW store were very helpful and apologetic, if only the online arm could manage the same. I have left out of this summary lots of calls to mobiles.co.uk chasing them, as the volume was overwhelming to get anywhere – to put into context over £9 worth on my landline bill for October alone.

Phone possession
Me = 32 days (approx21 days working)
CPW/Mobiles.co.uk = 63 days and counting

custardy

Its a strange one.
i got an HTC desire from mobiles.co.uk,and it was indeed unlocked
I assume you were using the phone with an Orange sim until it developed a fault?

edit: an easy way to test right now would be to check for updates
if you get this update

http://androidcommunity.com/htc-desire-2-29-405-2-update-available-now-20101206/

its unlocked

MissKeith

It's very strange that mobiles.co.uk are telling you to deal with the store, CPW retail have always been under strict instructions not to deal with customer care issues for any online companies affiliated with Carphone. There are no procedures put into place for such problems and this always ends in exasperating the issue.

shepsv2

custardy - The phone was unlocked, but after being repaired it came back locked to O2, even though I am on Orange. CPW/Mobiles ship phones unlocked they told me. I still have no phone so could not do the check you suggest!

MissKeith - I totally agree it exasperated the issue, although they do share a system as the CPW store showed me the comments from Mobiles!

When I spoke to HTC they said the phone was registered with them as O2, so probably got the O2 update which killed it in the first place!

custardy

shepsv2 wrote: »

custardy - The phone was unlocked, but after being repaired it came back locked to O2, even though I am on Orange. CPW/Mobiles ship phones unlocked they told me. I still have no phone so could not do the check you suggest!

MissKeith - I totally agree it exasperated the issue, although they do share a system as the CPW store showed me the comments from Mobiles!

When I spoke to HTC they said the phone was registered with them as O2, so probably got the O2 update which killed it in the first place!

so it didnt work with your orange SIM?

shepsv2

so it didnt work with your orange SIM?

It worked for a couple of weeks fine on Orange, then developed the problem of no WiFi or 3G - status on WiFi always said 'error'. This is why I contacted them to replace the phone in the first place.

After they 'fixed' they returned the phone locked to O2. This is probably because HTC had it registerd on O2, and CPW return any HTC phone to HTC for repair. I had told Mobiles/CPW that HTC had it registered as a O2 phone.

shepsv2

The comedy of errors continues, for the second time the CPW warehouse has sent the broken phone back to the branch. I am now waiting on another call back to tell me when I can recieve my phone. Despite having recieved my phone they can not ship the replacement until it reaches a certain department/team or something like that. The phone call to find this out - 38 minutes.

I wish I could cancel this contract and move to another supplier!

Lynsey

It may be well worth your while escalating your complaint to the top and getting the CEO Charles Dunstone to [STRIKE]kick as5[/STRIKE] pass it down the line to the "right" person to sort it.

Worth an email - good luck.
[EMAIL="dunstonec@cpw.co.uk"]dunstonec@cpw.co.uk[/EMAIL]

Lynsey

shepsv2

Finally recieved a working phone on Sat

Now just to see if they will pay any compensation and cover costs incurred - anyone any sugestions.

tazdevil01985

shepsv2 wrote: »

Finally recieved a working phone on Sat

Now just to see if they will pay any compensation and cover costs incurred - anyone any sugestions.

Good luck with that one ! Could ask them to refund against you bill for the 2 months line rental you didnt have you phone thats the least I would ask for.

shepsv2

Good luck with that one ! Could ask them to refund against you bill for the 2 months line rental you didnt have you phone thats the least I would ask for.

They have agreed to pay 2 months line rental, and postage costs of returning the phone. But will not cover the £25 in phone calls chasing them - you can't have everything. Thankfully this is over.