Help: new phone arrived with crack from Carphone warehouse

facingthefuture

When I saw it initially I thought it was a hair but nope a darn crack on a new s4!!! Really annoying, went to branch and they said because there were finger prints on it (never seen a cracked screen before so we all had a look/debated about it) they said no and to phone the carphone warehouse online people. Really annoying - have to go back in tomorrow with my husband (who is supposed to be enjoying his nice new phone). See what happens then but I can't help but think local staff are not being helpful because we didn't buy it there. I suppose if we did it would have been seen by them right away. Lesson learned!!! Still what can we do?

Very fed up.

facingthefuture

I did take out insurance but feel it would be wrong to put in what would effectively be a false claim. It should have arrived ok.
What if the store say to do this, if I agree is this falsifying a claim? Surely that would be wrong?
Darn darn darn.

Silk

Did you report it to the online staff when you took delivery of it and noticed the fault ?
If not you had better do so asap otherwise it may lead to problems later

facingthefuture

No I did speak to them on the phone first did but the guy didn't put notes on the screen as we were told when we visited the branch. We were initially told to go in and they would most likely do a straight swap since it would be obvious it hadn't been dropped. The store was just totally disinterested and said I needed to go back call them again and put notes on the screen this time then come back in. Meanwhile the store girl put a note on her screen to say there were finger prints on the screen - well of course there were! The online guy I called when I came home told me this said he would put the notes on the screen and would recommend they should change it but if not the branch should phone the resolve team. What a mess Just don't want to do a false claim, I really think it would be wrong.

Orrin

You don't need to claim on your insurance. If the phone arrived damaged it is the retailer's responsibility to sort it out and you shouldn't be inconvenienced.

From your post it sounds like the phone was delivered, but you then say you tried to return it to the shop, so did you order online or by phone or at a shop?

If you ordered via phone or online you just need to contact the customer service and tell them that the phone arrived damaged and you'd like them to replace it. They should send a courier with a new handset and pick up the damaged one.

It shouldn't be any more complicated than that.

anotheruser

^ this is all you need to know.

I suspect the retail store and brick stores operate under different business like O2.

easy

Blimey yes, if you have bought remotely (online or phone order), then deal with the subsequent problem by the same channel.

The shops have no more ability to access the online operation of CPW than we do, so can't do anything easily, and a store manager really isn't going to want to get involved with this.

distance selling regs allow you to reject a phone within the first 14 days anyway - even without a reason. CPW (and the other professional sellers) know that, & will deal with your problem.
Contact CPW at the website, explain & say you want it replaced - not that you will traipse down to the shop and pick-up.

I'm sure you will get it sorted, just be gently persistent.