Been given a more expensive product

Sproutly

I went to carphone warehouse to upgrade my phone to an iPhone 6 16gb. When setting the phone up a few days later I realised I was given a 64gb phone. This was obviously the staff members mistake but they're now calling me leaving me voicemails. Where do I stand?

shaun_from_Africa

You have a number of options available.

1/ Go back to the store and give them the phone that you have and allow them to exchange it for the correct one.

2/ Ask if they allow you to pay the difference between the 2 phones and then keep it.

3/ Contact them and ask them to collect the phone from you.

4/ Keep the incorrectly received phone and refuse to return it.
However, this may well result in the phone being blocked and legal action being taken against you for the cost.

dacouch

shaun_from_Africa wrote: »

You have a number of options available.

1/ Go back to the store and give them the phone that you have and allow them to exchange it for the correct one.

2/ Ask if they allow you to pay the difference between the 2 phones and then keep it.

3/ Contact them and ask them to collect the phone from you.

4/ Keep the incorrectly received phone and refuse to return it.
However, this may well result in the phone being blocked and legal action being taken against you for the cost.

There's also an option 5/ which comes up a lot on MSE in these situations. This is do not accept any of the advice you're given until someone tells you the answer you want and go with this (Which would the lead onto option 4)

marliepanda

Sproutly wrote: »

I went to carphone warehouse to upgrade my phone to an iPhone 6 16gb. When setting the phone up a few days later I realised I was given a 64gb phone. This was obviously the staff members mistake but they're now calling me leaving me voicemails. Where do I stand?

As you are ignoring their contact you clearly want to keep the phone.

That is stealing. You did not pay. They have realised. It is illegal.

Take it back and don't be scummy. Someone could lose their job because of your selfishness for a few more GB of storage.

bris

You need to let them rectify the mistake at their cost if any and convenience. But as dacouch says, you really wanted some one to say they can't legally do anything but they can.


How you get to that point now is up to you, maybe if you negotiate hard enough they may even have a solution to suit you both.

DCFC79

Its easy really, a mistake was made and the member of staff/shops manager is contacting you to sort it.

If you were in the staff members position I bet you would be worried that a more expensive product has disappeared (through a mistake) from the shops stock and its only a matter of time before its found out you were the 1 who is responsible.

Pollycat

And if the OP had paid for a 64gb one and been given a 16gb one, he'd be banging on the door first thing demanding they put it right.

jblessing

If you return the phone, CPW will have to sell it as "used", so I suggest you negotiate to keep it for a small additional payment.

bluenoseam

Bear in mind as well that if you continue to refuse to answer their calls not only can they get the police involved, but it can lead to severe consequences personally as well.

Do the right thing, contact them back & tell them that THEY have to remedy the situation at a time mutually agreeable to both parties. You don't have to go into them, they can courier the correct product out to you at a time suitable for you. Failing to do so it wouldn't surprise me if they flatly refused to serve you in the future not only in Carphone Warehouse, but I'd suggest in the entire group. (Currys, PC World)

Semple

Not to mention you may have a hard time having the phone repaired/replaced under warranty if anything should happen to it - seeing as the phone you technically own is back at the shop.

As mentioned above, you have the upper hand with bargaining for some discount off the 64Gb model for their mess up. Use that to your advantage, if they refuse to budge, then it means they have to sell on a pre-owned phone, whilst you still get a new one.

NotRichAtAll

set it all up, and use it. its now yours and cannot really be resold as new. Go into shop listen to what they have to say, above all else you are not interested in paying any difference.
they have 2 options let you keep it or swap it for the phone you originally wanted.