Carphone Warehouse Incompetent

Mrtrotter

Has anybody ever got satisfaction from their call centre?
For over two months I've been trying and failing to get CPW to cancel my EE contract.
2 months ago CPW sent me the wrong iPhone the very next day I returned it to store. 1 month later I get a bill from EE for this phone in transpires CPW did not cease the contract at time of receipt. Calls and calls into CPW and nobody will help. EE will not let me cancel the contract it has to be acted by CPW.
I'm hoping there is something I can do to sort this out. It's a nightmare.:(

mobilejunkie

I suspect ultimately you'd have to:-

1) Cancel the contract with EEE (not CPW)
2) Sue CPW for failing to cancel the contract originally.

Two caveats:-

1) You'd have to prove that you cancelled the order with CPW without using the contract when they sent you the wrong phone.

2) Send a LBA to CPW giving them 7 days to make a proper settlement or that this is the action you will subsequently take should they fail to do so. Don't cancel the contract with EE before giving time for a response to the LBA. They might offer to provide the correct phone and pay compensation for the inconveniece and first two months of the contract, which might then be the best course of action.

Mrtrotter

Thanks. It's annoying it had to come to legal action what is a LBA?

JJ_Egan

Mrtrotter wrote: »

Thanks. It's annoying it had to come to legal action what is a LBA?

letter before action .

Mrtrotter

Thanks, letter has been sent.
If I don't hear by Friday I'll go through small claims. Remembering contract law, CPW are in breach of two laws. Contract was frustrated there is no phone and I don't have use of the EE number. And I've been signed up for a credit agreement which I have no interest in.

mije1983

A deadline of Friday doesn't really give them any time to action the contents of your letter and the complaint. They won't get it until tomorrow at the earliest, and possibly even Friday depending on when you posted it.

mobilejunkie

LBA should give certain details - what the issue is, what they owe, and what you will do if they don't pay you within a certain period.

If it goes to court (which is unlikely if you do it right) you need to show that you have made a reasonable effort to sort it out and given them a reasonable chance/timescale for doing so, having warned them of the consequences if they don't (the LBA).