Help! Carphone Warehouse Samsung Galaxy S4

MgraceH

Hi there

Basically it was my first time getting a contract using CPW and I have had nothing but hassle.

I pre-ordered the Samsung Galaxy S4 on the THREE network in white frost on the week beginning it's release. Got a text on Friday 26th April saying that due to the amount of orders for the phone I wouldn't receive it until Wednesday 1st May, which was fine. I got the phone on that day along with the free bundle accessories. I open up the box to find a black Samsung Galaxy S4, I took a look at the receipt which also said black, however, I always double check when I am ordering things online and the white one was definitely selected.
I went to a CPW store the next day, initially they tried to do a simple exchange of the colours, which I was told works, however it would not allow the staff to do so, the guy went through the back to talk to the manager who told him that I would have to cancel the contract with the black version in order to get the white version. Which is completely stupid since I am not trying to take out another phone it's the same phone but in a different colour.

I asked the guy that if I did cancel this contract and started a new one would it be gaureenteed to pass the credit check. He said that since I had a credit check done recently for the first one it would probably not pass the second time around and if i did decide to go ahead and try to cancel the contract and take out a new one and it declined it I would be left without a phone. He also mentioned that I would lose the accessory bundle worth £79.95 if I did cancel the contract I have now to take out another one. Which isn't right since I did pre-order it, the only reason I would ever have to take out a new contract would be because of their system processing the wrong colour of phone.

I asked why it couldn't be exchanged and he said it was because that the phone is just new out they don't allow it. I am just so annoyed considering I DID NOT order the black but it appears that I am going to be stuck with it. Also the guy told me that it isn't just me that this has happened to regarding the new S4.

I also checked if THREE could do exchanges of phones and returns and it says they can so I don't understand why they won't let me simply exchange the phone for a different colour of the same phone.

Can anyone help me with this? I know that I am just trying to change colours, however I feel that they have mis-sold me a phone that I didn't want. Thanks and sorry for the long essay

bengalknights

They should be able to do a straight swap under 'faulty' try another cpw store

MgraceH

The member of staff said that would be a possibility in exchanging it under faulty, however I still would not be gaurenteed that I would get the phone. He also said that I wouldn't be able to exchange under faulty during the 14 day exchange and returns period and that I'd have to wait till after that period.

Fifer

MgraceH wrote: »

He also said that I wouldn't be able to exchange under faulty during the 14 day exchange and returns period and that I'd have to wait till after that period.

That sounds like nonsense. If a customer is delivered a faulty phone, they have to keep it for 2 weeks before it can be exchanged for a working one?

grumbler

It's a norm for CPW staff in stores to say various stupid things.

matttye

MgraceH wrote: »

The member of staff said that would be a possibility in exchanging it under faulty, however I still would not be gaurenteed that I would get the phone. He also said that I wouldn't be able to exchange under faulty during the 14 day exchange and returns period and that I'd have to wait till after that period.

Then if you go back after the 14 day exchange/returns period they'll refuse to swap it on the basis that the 14 day window has expired.

Despicable. :eek:

albionrovers

Don't be played, OP. They'll say anything to wriggle out.

Tony5101

Just playing devils advocate....if the phone is right - just the colour is wrong...by the time you put a case on it..does it really matter?

albionrovers

Try asking your missus that Q for her new dress in the Next sale?

Tony5101

LOL...she wouldn't keep the dress covered with a coat all of the time though ;-)
Seriously though..if there's nothing actually wrong with the phone and you intend to put a case on it anyway....does the colour actually matter?
I understand the principle etc etc...but it looks like it'll save an awful lot of time and effort to keep what the OP has got already.