e2save / Carphone Warehouse trouble - Samsung Galaxy S2

sqstm

Hi,

I thought I put up my experiences on here so others know better what to expect from e2save / Carphone Warehouse.


In June I bought a new Samsung Galaxy S2 smartphone from e2save (a subsidiary of Carphone Warehouse = CPW) along with a 12 month contract. After about 3 weeks the phone exhibited an unacceptable fault, related to charging. A few days later I phoned e2save who advised that they could not exchange the phone, but told me to bring it to CPW for repair. So I took my - apart from the fault - spotless, mint phone to a CPW shop. However in the repair process the phone was severely damaged both externally and internally to the extent that it is now useless, but they still returned it to me stating it was “repaired”. I refused to send it for repair another time, and called e2save to enquire about the case, but they insisted I had to send it in again. I then contacted Consumer Direct about it, who informed me about my rights. I followed their advice and have now sent a letter of complaint to e2save. Now waiting for the answer...
So by following e2save’s advice to go for repair through CPW, who botched it, I now have an entirely unusable phone and still 10 months to go on the contract.


What do you think should I expect from them? Any suggestions/opinions/experiences welcome.


Hope this helps others in their decision where to buy their phone.


I’ll keep you updated about the case - even about positive developments (if this is at all possible)...

nomoneytoday

Why not send the phone back, get it repaired and use it for the next 10 months?

bod1467

Would you want a pristine phone or a bashed phone, if you'd sent a pristine phone for repair and received a bashed one?

Former_MSE_Andrea

Hi

e2save has asked us to post a response on its behalf. MSE doesn't endorse anything a company says on our forum.


Hi sqstm,

Just to let you know we have received your complaint and we are dealing with this accordingly.

I understand this matter caused a great deal of un-necessary stress however between ourselves and Carphone warehouse we aim to resolve this for you.

Kind regards

Sarah Ward | Customer services support administrator

sqstm

Dear Sarah Ward,

many thanks for your reply.
I have indeed been contacted by a CPW representative and what he told me sounded rather promising. I'm holding my breath...

Will keep this updated.

Best regards,
sqstm

Gleeful

Within 28 days they should have exchanged it, not repaired it.

twitterers

Why did you accept it back once it had been repaired? Once you viewed the phone in the shop and noticed the damage you should have rejected it.

withabix

No apology then. 'We are very sorry for our incompetence' would have been good.

Typical from a Carphone Warehouse company (incompetence and failure to apologise, that is).

MSE_Andrea wrote: »

Hi

e2save has asked us to post a response on its behalf. MSE doesn't endorse anything a company says on our forum.


Hi sqstm,

Just to let you know we have received your complaint and we are dealing with this accordingly.

I understand this matter caused a great deal of un-necessary stress however between ourselves and Carphone warehouse we aim to resolve this for you.

Kind regards

Sarah Ward | Customer services support administrator

sqstm

Hi all,

just to bring this story to an end: In response to my complaint letter I was finally contacted by a very helpful CPW colleague who apologised for what had happened and organised an exchange for a new phone for me. I received this within one week through one of their shops, and its still working fine after 4 weeks.
So that's a happy end for me at least.
Thanks all for your comments.

Regards,
sqstm