Carphone Warehouse Refund

natTheCat

Hi all, Im new here but have visited a few times. You all seem very helpful and would like to ask some advice. (If you dont mind)

Ok, basically ive been away to the Isle of Wight for a week and unfortunately had an unexpected fall in the sea. (Dont ask)

At the time i had a brand new Galaxy S 2 in my pocket, yeh i was gutted too. Well i needed a phone so took a trip to cpwh hoping it could be fixed.
I dint have insurance on the phone which is my fault but its basically £15 a month. Anyway i bought a HTC Sensation Sim Free

After setting it up and everything i started to get phone call dropouts and the bluetooth handsfree kept poping and crackling. After a few hours i played a movie from the sd card and it kept freezing a muting the sound.

It definitely is a faulty device but the guy at carphone warehouse said he WILL NOT let me exchange the phone unless HE sees the fault. I ended up spending 45 mins in the shop and at my car explaining what was wrong with the device. He would not accept the device was faulty.

I phoned up carphone warehouse customer service who were very helpful and spoke to the shop i purchased the device from and decided that they would let me exchange it like for like. But not a different model or a refund. I am just worried that the diff phone will have the same problems and would like a different model. It states on their website that i can exchange it once. Sim Free Returns

Sorry for the long post but im out of pocket if i cant get a refund.

Cheers Nathan

Silk

Hi Nathan,
If it is faulty they will exchange it for another HTC Sensation as that was the phone you bought.
They are not obliged to exchange it for a different make or model.

The problem is that if the phone is not faulty you are not entitled to one of superior quality or one more suitable to your needs etc.

The only chance you have is hope that the replacement is better

natTheCat

Silk wrote: »

Hi Nathan,
If it is faulty they will exchange it for another HTC Sensation as that was the phone you bought.
They are not obliged to exchange it for a different make or model.

The problem is that if the phone is not faulty you are not entitled to one of superior quality or one more suitable to your needs etc.

The only chance you have is hope that the replacement is better

Thanks for the advice Silk but it states on the website that sim free mobiles are entitled to a exchange of a different model. Does that mean same device model?

Cheers

Heretic_osjc

natTheCat wrote: »

Thanks for the advice Silk but it states on the website that sim free mobiles are entitled to a exchange of a different model. Does that mean same device model?

Cheers

Thats the website. All companies will have a website and store policy as websites have to abide by distance selling regs. As you do not see the phone to play with on the site they have to by law give you a 7 change of mind. However the stores do not have to follow this rule meaning they do not have to let you return or exchange for a different model.

natTheCat

Thanks for you advice everyone. I went in today and quoted it was sim free and they exchanged my phone for a galaxy s 2. Wohhhoo.

Cheers Nathan