Carphone Warehouse Nightmare!

nurseymcnurse

I would really apreciate any help with this situation...

I have a contract with Vanilla Mobile (owned by CPW) which expires in May. I began getting calls 3 weeks ago and spoke to Martin Brown in the outbound department of CPW- he offered me a free upgrade. I declined his offer saying that I would get a cheaper deal elsewhere.

3 days later, I received a new mobile phone from CPW that I had most certainly not agreed to. I have spent the last 2 weeks calling customer services to try to get rid of the phone. Three people have hung up on me, Martin Brown has promised to call me back twice, and hasn't. The matter has been "escalated" (meaning I had to wait 72 hours for a response from a manager). I was then called by Martin Brown again tonight, who then failed to call back AGAIN after I questioned why a new direct debit had been set up without my consent. It seems that I can't get rid of this phone, and not once has anyone at CPW apologised for their mistake and incompetence.

I am tearing my hair out with this situation, and really don't know what to do!

I am considering writing a letter to the MD and posting it, with the phone, to him (recorded delivery). I would be grateful for any suggestions,

Thanks Moneysavers,
Laura.

Saeed

if you're going to return it send it SPECIAL delivery as RECORDED will only get you £30 compensation if they deny they received it, which will leave you to foot the bill!

Del_Boy_Gupta

nurseymcnurse wrote: »

I would really apreciate any help with this situation...

I have a contract with Vanilla Mobile (owned by CPW) which expires in May. I began getting calls 3 weeks ago and spoke to Martin Brown in the outbound department of CPW- he offered me a free upgrade. I declined his offer saying that I would get a cheaper deal elsewhere.

3 days later, I received a new mobile phone from CPW that I had most certainly not agreed to. I have spent the last 2 weeks calling customer services to try to get rid of the phone. Three people have hung up on me, Martin Brown has promised to call me back twice, and hasn't. The matter has been "escalated" (meaning I had to wait 72 hours for a response from a manager). I was then called by Martin Brown again tonight, who then failed to call back AGAIN after I questioned why a new direct debit had been set up without my consent. It seems that I can't get rid of this phone, and not once has anyone at CPW apologised for their mistake and incompetence.

I am tearing my hair out with this situation, and really don't know what to do!

I am considering writing a letter to the MD and posting it, with the phone, to him (recorded delivery). I would be grateful for any suggestions,

Thanks Moneysavers,
Laura.

I would phone them up and ask them for a copy of the call as it should have been recorded. If they are unable to provide you with a copy ask for a transcript of the conversation and all of your other conversations as per your rights. If they are unwilling to provide this , then ask them to provide you with the evidence either orally or in written format in which you agreed to the upgrade and if they are unable to provide it then inform them that you will be taking the matter up witht heir regulator. I would also put all of this in a letter and send it for the attention of Charles Dunstone at CPW via special deleivery to ensure that they do receive it as there is an issue about CPW not signing for recorded delivery letters.

The problem may be that you have had the phone for more than 14 days which generally is the cooling off period.

Hope this helps.

shere1

Tell them you are treating the phone as unsolicited goods and as such they can collect at your convenience. You did not order them so you are not subject to 14 day cooling etc. Using the 14 day cooling off thing will give them an excuse to say you ordered the goods as you are now rejecting them under the 14 day cooling off rule.

For more info :
http://www.dti.gov.uk/consumers/buying-selling/unsolicited/index.html

Twopints

shere1 wrote: »

Tell them you are treating the phone as unsolicited goods and as such they can collect at your convenience. You did not order them so you are not subject to 14 day cooling etc. Using the 14 day cooling off thing will give them an excuse to say you ordered the goods as you are now rejecting them under the 14 day cooling off rule.

For more info :
http://www.dti.gov.uk/consumers/buying-selling/unsolicited/index.html

And cancel the new direct debit

g33za

i'd be careful about cancelling the direct debit as this will be setup with the network. This could affect your credit file. I would recommend writing a letter detailing every call etc... mention the unsolicited goods as mentioned above and also ask them to collect... be sure to send this recorded.