Carphone Warehouse/Nokia 610 Issue

LittleMissJohnson

Hi, just after a bit of general advice. I purchased a new Nokia 610 from CW last Friday as a birthday present for my Mum. She had an old Nokia from 2010 that was on it's way out and wanted something with a bigger screen - so the next step was a smartphone (we looked at the Asha but the screen was still too small).

Took it home, no issues until it started asking for a password. I explained it was probably to do with the MMS settings. I managed to fix it and complete the set up etc.

Last Thursday, it stopped sending and receiving MMS messages. It also started asking for the password again and wouldn't accept O2's standard '0000'. I spent time on the phone with both O2 and Nokia who couldn't explain the issue. I made sure the phone was backed up to Zune and had the latest update. I did a soft and then a hard reset. I also got O2 to manually enter the settings in store which didn't make a difference.

I went back to CW this morning and explained what happened. They agreed to exchange the phone. I had to go to another store in town as they were out of stock. Got new phone, set it up in store and same issue. The chap serving me said it's probably a glitch and there's not much you can do and that I just have to live with it. I then said can I have a refund if it won't do what it says on the tin? He said I had to return to the original store on the other side of town to do that. If I decided to exchange again instead of refund - it would be the last time I could do that.

Soooo... I go back to the store and ask to speak to the manager. He was extremely rude from the start. Kept looking over my shoulder the whole time and talking to other people. Different issue I know but really not impressed with the service I received. He spoke down to me and said I'd never be allowed a refund as it's not their problem and a network issue. I explained that I had already been through all of this with the network (o2) and also Nokia. And that neither could offer a solution. He then said he didn't care as it's not CW's problem and then said , "well your Mum is just going to have to use Whats App or similar" and I explained that we are talking about two people who are late 50's/early 60's and they use MMS to send pictures to elderly relatives etc. He then went on and on about how MMS is obsolete and expensive. I agreed, but pointed out again that my parents are comfortable using MMS which is a service still provided and not everyone has a smart phone in my family (older relatives). He refused to help me.

In the end, I paid £70 to upgrade to the brand new Nokia 620 (Windows 8 phone). I don't appear to have the problem. I didn't want to shell out more money but I felt so bad for my Mum and didn't have the heart to say they wouldn't give me a refund.

So I guess my question is, should I have been entitled to a refund? On CW's website it says the phone is set up for MMS. When things like this go wrong, is it 100% down to the network provider or the company who sold the phone? I feel a bit cheated and just wanted a product that does what it's supposed to.

And the issue about the Manager - I will be writing to their head office. I'm sure they get really rude customers in there but I don't need to be spoken to like I'm a piece of trash!

Won't be using them again.

Grrrr!!

:mad:

grumbler

Unfortunately, there is no any law saying that you are entitled to a refund.
SOGA says that they have to repair or replace. And it doesn't even set any limit on the number of times they can try to repair it. All it says that they have to do this without causing you significant inconvenience and withing reasonable time. And you'll have to sue them if you think that it is significant and unreasonable.

LittleMissJohnson

Thanks for replying. I'm hoping I have no further (or new!) issues with the 620. Will stick with dealing direct next time - always seem to have an issue when I use a 3rd party for most things!

molerat

Your first problem was crossing the threshold of a Carphone Warehouse shop ... been there done that once only. Absolute shower with zero cs skills. My local was prosecuted by TS.

Anyway, way better off with the 620 as the 610 is slower than a squashed snail

LittleMissJohnson

So I'm not the only one then lol! Have been tinkering with the 620 for the last hour...very impressed! I have a 1st gen 800 (since Nov 2011) and I really like this.

LittleMissJohnson

Quick update! After sending an email to the CEO of Carphone Warehouse about my ordeal last Saturday, I received a call from the Regional Manager today. Full apology and refund for the additional costs incurred. She asked if I wanted any further compensation, accessories...anything! I thanked her for resolving the situation in a professional manner but declined her offer. I'm not out for all I can get, I just don't want to be treated badly by a member of their staff. Apology accepted but I'll never buy anything from them again.