Carphone warehouse deleted all my msgs while providing service

Becky1

Hi everyone, can someone help me with this query please?

I went to carphone warehouse to buy a new phone. I did buy it and requested for all my content to be transferred from the old phone to the new one. They told me that they could only do that for free if I took their insurance. I did.

the lady at the store connected my old phone to their cellbite machine and the new phone to the other extreme end of it.

after a while she came back to me saying that there were too many text msgs on my phone, too many pictures and that it was going to take too long and that may be I did not have the time.

I said that there was absolutely no problem and that I was happy to wait. some of her colleagues gathered around the cellbite machine and kept uffing and puffing saying that it was going to take forever. I could not understand what the problem was as I got there at 6.30 pm and the store was going to close at 9 pm and they told me that it was going to take roughly 1 hour.

after a while the lady comes back to me and says that something had gone wrong and that all my msgs had been wiped out. I could not believe that as they were very important to me and had all my business contact on them. she stated that she was sure that the msgs were there before connecting the phone to the cellbite machine and could not understand what had gone wrong.

she said that she had a programme in her computer and that something like that had happened to her daughter before so she was going to sort it. she took the phone home and told me to come back the day after. I had no choice and accepted.

I went back the day after and she said that she could not do anything. the manager was there and he was less than useless. after other 2 hors at the store the told me to come back the day after, they were going to get someone from Nokia or geek squad to work on the phone and retrieve the msgs.

the manager called me back the following day saying that he could not do anything anymore and then it was not their fault. he was blaming my phone, he was saying that my phone was old (Nokia N95) and so it was due to the software. He could not do anything more for me.

when I went back to the store, he barely offered an apology and told me that he could, as a goodwill gesture, offer me £30 for the petrol but he could not do anything as it was not his store's fault.

I explained that his £30 were offensive and told him to keep them saying that I was going to write to Head office.

I did. Head office is refusing to do anything and only said that after speaking to the manager they too are only able to offer £30 as a goodwill gesture.

What can I do? I need all my msgs back and don't really care about the money. they made this mjess and at least they should try to sort it out but they are refusing to do so. what can I do?

Thanks

bengalknights

How was your messages stored?

If on a memory card try using restoration software if on the phone then you would have lost it.

Techhead_2

Surely the easiest way is just to restore the messages from your backup using Nokia PC Suite .

columbiana

Although this may not be what you want to hear, unfortunately sometimes things do go wrong, especially with older phones that arent as compatable with newer technology.
The staff in store have gone to the trouble of taking your handset home and trying to retrieve your messages on their own pc in their own time, I hardly think the can be accused of not trying to put things right.
Ultimately it is your responsibilty to back up the data on your phone. Carphone warehouse could easily argue that if the messages on your phone were that important you would have a back up of all the information in them. After all, the N95 is over 5 years old now, so it was bound to die at some tiime in the near future. What would you have done if you had lost your phone, or it had been stolen? If this had happened you would have lost all the information saved on it.
Cellbrite machines are new technology, and if you have that many photos and messages on your phone I can guarantee that you haven't updated the software on it for a long time, so it will be out of date, and incompatable with the machine.

I appreciate that its frustrating for you, and that your annoyed, but you do have to accept some responsibility for this. If it was my data that was so important, I can assure you I would never leave the only copy of it with sales staff in a phone shop.

In your shoes i would accept that the messages have been lost, and no amount of complaining will get them back, accept the kind offer of £30, learn from my mistake and back up my business contacts in the future.

Becky1

Techhead wrote: »

Surely the easiest way is just to restore the messages from your backup using Nokia PC Suite .

Unfortunately, it does not work.

Becky1

columbiana wrote: »

Although this may not be what you want to hear, unfortunately sometimes things do go wrong, especially with older phones that arent as compatable with newer technology.
The staff in store have gone to the trouble of taking your handset home and trying to retrieve your messages on their own pc in their own time, I hardly think the can be accused of not trying to put things right.
Ultimately it is your responsibilty to back up the data on your phone. Carphone warehouse could easily argue that if the messages on your phone were that important you would have a back up of all the information in them. After all, the N95 is over 5 years old now, so it was bound to die at some tiime in the near future. What would you have done if you had lost your phone, or it had been stolen? If this had happened you would have lost all the information saved on it.
Cellbrite machines are new technology, and if you have that many photos and messages on your phone I can guarantee that you haven't updated the software on it for a long time, so it will be out of date, and incompatable with the machine.

I appreciate that its frustrating for you, and that your annoyed, but you do have to accept some responsibility for this. If it was my data that was so important, I can assure you I would never leave the only copy of it with sales staff in a phone shop.

In your shoes i would accept that the messages have been lost, and no amount of complaining will get them back, accept the kind offer of £30, learn from my mistake and back up my business contacts in the future.

I understand your point but unfortunately I do not agree with it. Surely a store that deals with phones on a daily basis should be able to tell you in advance whether their machine is compatible with your phone or not.

It would have been better for them to say that they were not sure whether their service was going to work and that would have been enough for me to walk away from their shop.

Becky1

bengalknights wrote: »

How was your messages stored?

If on a memory card try using restoration software if on the phone then you would have lost it.

The restoration software does not appear to woork too.

Techhead_2

Becky1 wrote: »

Unfortunately, it does not work.

In what way?

macman

Surely if the numbers were essential to your business, then you would have had a working back up? What would have happened if the phone were lost and stolen?
The data is gone, and you say that you are not interested in any compensation-so what resolution are you actually seeking from this?

chanz4

Its like pc's people dont back them up.