carephone warhouse complaint

_louiseflanagan

just need some info on what i can do re. carphone warehouse.

2nd my phone been sent off for repair in a month explained im not happy as it broke the 2nd time a week after my handset was given back to me.

have insurance with the phone explained that i need a phone with emails for work and got told it was my fault as i didnt have a bussiness contract.
explained i didint want the same phone again as it keeps breaking and they said that they couldnt help me but would give me a voucher i could use in store!!

can i demand a new different phone as it has broke twice in 1 month.
any help would be great.

grumbler

_louiseflanagan wrote: »

...
have insurance with the phone explained that i need a phone with emails for work and got told it was my fault as i didnt have a bussiness contract.

Well, insurances are different and you should know what is covered by your policy and what is not.

explained i didint want the same phone again as it keeps breaking and they said that they couldnt help me but would give me a voucher i could use in store!!

can i demand a new different phone as it has broke twice in 1 month.

No, you cannot. Their obligation is to repair it or to replace (their choice) without causing you significant inconvenience. The replacement hast to be the same or better, but not necessarily new.

If you think that the inconvenience they cause you is significant, you can sue them.

thatsean

No. You're entitled to a replacement or repair, the retailer can choose and either are deemed reasonable.

When did you buy the phone?

RupertRoker

Hi Louise,

Trying to get this sort of thing out of the CPW can occasionally feel like trying to draw blood from a stone.

Did you purchase the phone recently?

If so, you may be entitled to reject it and receive a refund (which you could then use to purchase a replacement). This can be a bit complicated if you got the phone 'free' on a contract.

If I was you I would have a look at http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained

In particular section 3 and 5 will help you.

I had a dispute with CPW a while ago about a faulty handsfree kit. They had initially said tat they were not going to do anything about it, this changed when I called their customer service team and invited them to have a read of that website. (They claimed that The Sale of Goods Act 1979 was 'new information' to them and that in light of that they could see that obviously I was entitled to a refund).

My advice would be to get on the phone to them (use saynoto0870 to get a cheap number to call them on if needs be) and keep on asking to speak to people's manager until you get someone who will give you what you want (which you can explain in reference to the OFT SOGA hub that I have linked you to).