Tablet left at carphone warehouse for repair has been lost

wombilly

if they sent it of site, they are responsible for it until it reaches the hands of the recipient, from the time carphone warehouse accepted the product you entered into a contract, your contract is between CW and yourself, any third party is their problem. I would give them 30 days to return or replace the product.

Zandoni

Go back to the store and have a chat with the manager, while you are waiting for him keep walking in and out of the shop door. This will trigger the customer counting machine, I believe they don't like it if the customer numbers are high and the sales are low.


If the manager is still not taking responsibility I'd phone the HO first before bothering to write, just try to speak to the highest ranking person you can.

GlynD

It's entirely the store's fault. They have a duty of care towards you and there's no getting out of it. Call Trading Standards first and see does that get the lead out of their backsides and if it doesn't Trading Standards will probably take action themselves but if they don't, go immediately to the nearest courthouse, see the Clerk of the Court and get a Small Claims Court form. You won't lose.

My guess is they'll cave in the minute Trading Standards call to set them straight but if not, they will when they receive a summons.

bod1467

Or an LBA (as advised earlier in the thread). I believe you need to send one of those first prior to raising a SCC action. (Or at least it is recommended to do so, as part of the Practice Direction on pre-court protocol).

Jakg

ringo_24601 wrote: »

So the trick is.. go into the store and ask for the contact details of the area manager. That'll cut a lot more corners than waiting for their head office to investigate it

Generally area managers aren't customer facing and are permanently contactable on company mobiles - it's not fair to give their number out so they can get given grief from a customer they've never met.

(at least this was my experience working for a large electronics retailer).

Zandoni wrote: »

Go back to the store and have a chat with the manager, while you are waiting for him keep walking in and out of the shop door. This will trigger the customer counting machine, I believe they don't like it if the customer numbers are high and the sales are low.

If the figures are low enough for them to get a bollocking over it, the manager will just explain some wierdo thought somehow ruining their conversion figures was enough to get a new tablet for nothing and they'll all have a laugh about it. It won't make a difference.

mattyprice4004 wrote: »

Totally agree that it's not the customer's problem, however the issue here is that the device has either been lost in the care of the store OR the repair centre - and neither is taking responsibility.
I used to work for CPW in this exact capacity at their repair centre, so I know what I'm talking about.

You're probably going to have a bit of a wait while repairs and the store argue it out - the store manager will get a boot in the face from his area manager if they shell out, and repairs operate on a strict budget. Lose lose, really! Customer care can't 'temporarily' foot the bill either, as that'll then come out of their budget.

Let's hope one of them takes responsibility soon.
As you haven't said where exactly in the repairs process it went missing I can't help as to who should be footing the bill, but it shouldn't be you.

This is the exact problem. They will (probably) have followed all the right procudures, they might even have proof it's been delivered - but whoever they are speaking to at the repair centre is saying "Well I dont think it's here. Tough luck". They really, really don't want to (or sometimes even can't) write the product off and issue a replacement because it's not their fault, but there's no option and for some reason the two parts of the business just can't agree.

I'm not saying it's right (the only 100% loser here is the customer!) but it's generally not a good situation for anyone.

This is one of the few circumstances I'd recommend escalation - i.e. the social media team / head office. They'll look at a situation like this and think "well this is a bit ridiculous" and have the power to sort it out.