Carphone Warehouse

rhino1968

This is the first time I have posted so am hoping Im in the right bit! Basically I took out a phone contract with CPW last year and as part of the deal got a Samsung TAB 3 which I gave to my son for xmas last year. It has been well looked after and is under a 2 year warranty. However in September it started to drop its charge without warning and would switch off so I took it back to the store. They sent it off for repair in October and it was returned stating it was fixed. However within a couple of weeks the same problem occurred so I returned in back to the CPW and told them that the problem persists. The turn around time was about 5 weeks at this point - they sent it back to the repair centre and it was sent back within a week with a report saying that the warranty was void as an unauthorised repair had been carried out on the devise. As you can imagine I was very upset as the only repair that has been carried out was by CPW 5 weeks earlier, not only this but a report was sent with it belonging to another customer but with my details on stating that the devise was water damaged - it was later clarified that this was not the case but it didn't give me any confidence that they knew what they were talking about. While still in the shop I tried to contact the repair centre on the advice of the sales lady but the lines had 'gone down' and so I was advised to send the device to Samsung. Still in store I contacted them while the sale lady was still there and they agreed to look at the device. Today I got an email stating the device is out of warranty due to unauthorised work being carried out...... I have been back in touch with CPW who are basically sticking to their guns - where can I go now as Samsung do not want to assist either and the only work that has been carried out is by CPW. Apparently a seal has been broken which is 'evidence' but I know that absolutely no other work has been done on the device so I can only assume this happened on the initial repair. I have so far demanded a full report of all the repairs that have been carried out but no idea where to go next - If anyone can offer any advise on what to do next I would appreciate it as I really can not afford to be out of pocket by over £350 and I have one very upset little lad.

enfield_freddy

are CPW not authorised repairers for Samsung? , in which case it has had an authorised repair.

rhino1968

exactly .... but they are saying seals were broke - Ive explained this could have only been broken by them as they are the only people who have done any repair on it but they are denying breaking the seals .... I don't know how I can prove it was them

enfield_freddy

they did not mention broken seals when they started (and did) the first repair?


they would have refused to do the repair,

rhino1968

It seems to me like someone who carried out the original repair has botched it up and is just trying to cover themselves but how do I prove that?

enfield_freddy

demand that the original repairers do the work , not Samsung

rhino1968

no they didn't mention broken seals on first repair - which is exactly what I have said to them today but they are adamant - they carried out the repair and deemed it 'fixed' but it wasn't - I am so frustrated as I don't know how I can prove it and it feels like they are trying to fob me off ....

rhino1968

Ive done that already Freddy but now Im at a 'stand off' - CPW refusing to look at it again and saying warranty void due to broken seals (which I argue they did) and samsung not interested as they are saying can't do anything as the seals are broken ..... so now I need to know who to go to next .... trading standards? Ombudsman? or any other way of fighting this? I am seriously fuming lol

enfield_freddy

ok , they did the first repair , failed to fix it , now say they (Samsung) cant repair because of a broken seal , are they stupid , THEY DID THE FIRST REPAIR , so must have broken the seal !!! the recept from the first repair saying "now fixed signed CPW" should be proof for Samsung that CPW removed the seal.


edit , resent the tab to Samsung , clearly saying CPW have attempted a repair (failed) and now suggest sending to them , inc a copy of the repair recept.

mobilejunkie

CPW have always been incompetent at repairs and abysmal at customer service. I doubt you'll get anywhere with them once they act this way. My sympathy (currently hit a brick wall myself with something unconnected and won't be using them again).

rhino1968

Thanks Freddy - I wasn't very clear - Samsung and CPW have a report of both the repairs - CPW are now trying to say that during the 5 week period of them sending it back (not fixed) I must have taken the tablet to an unauthorised repair person (I didn't) before bringing it back to them ..... I have argued the point that only a fool would do this as its still under warranty - but as CPW are the authorised repairers Samsung have to believe what the engineers say .... someone has failed to put the seals back or whatever they have to do and are not admitting to their fault and its seems I am expected to foot the bill as a result of their error ... so my issue is really trying to proved that I hadn't had an unauthorised repair carried out in between ..... (apparently I must have too much time on my hands working full time and a mother etc etc)