Do companies have to stick to something they have told me

hardanger

Hello!

I have an issue where a company (Carphone Warehouse) has told me one thing on the phone, and then backtracked when I then contact the complaints division.

Do I have a right to hold them to what they originally said?

Many thanks

marliepanda

It'll probably help if you tell us what they said and what they are now saying.

Do you have a record of the original 'agreement'?

wealdroam

hardanger wrote: »

Hello!

I have an issue where a company (Carphone Warehouse) has told me one thing on the phone, and then backtracked when I then contact the complaints division.

Do I have a right to hold them to what they originally said?

Many thanks

If you go into Carphone Ware house and say "yes, I will take one of those Nokia xyz phones", shop assistant goes out the back to get the phone, comes back and you then say "actually I have changed my mind", can the shop hold you to what you said first?

No-one can answer your question without some context.

hardanger

Ok, thanks for the reply.

I had an extremely poor experience when on the phone to them, where the representative refused to give me her name when I very politely requested it, refused to pass me to a manager and then hung up on me!

I rang back and asked for the data of the recording which they always say before the call starts that they have, and the representative agreed, we arranged how it would be sent to me and she said this would be done within 14 working days.

The data never arrived, and now they are claiming data cannot be accessed via this method, and I must submit an application online, at my expense!

I hope this makes my situation clearer, thank you for your help.

powerful_Rogue

hardanger wrote: »

Ok, thanks for the reply.

I had an extremely poor experience when on the phone to them, where the representative refused to give me her name when I very politely requested it, refused to pass me to a manager and then hung up on me!

I rang back and asked for the data of the recording which they always say before the call starts that they have, and the representative agreed, we arranged how it would be sent to me and she said this would be done within 14 working days.

The data never arrived, and now they are claiming data cannot be accessed via this method, and I must submit an application online, at my expense!

I hope this makes my situation clearer, thank you for your help.

Absolutely correct. You need to submit a "Subject Access Request" to the CPW and enclose a cheque for £10.

Full details on the CPW website

duchy

Who do they say you need to apply to on line and at what expense ?

powerful_Rogue

duchy wrote: »

Who do they say you need to apply to on line and at what expense ?

See my post above.

wealdroam

hardanger wrote: »

Ok, thanks for the reply.

I had an extremely poor experience when on the phone to them, where the representative refused to give me her name when I very politely requested it, refused to pass me to a manager and then hung up on me!

I rang back and asked for the data of the recording which they always say before the call starts that they have, and the representative agreed, we arranged how it would be sent to me and she said this would be done within 14 working days.

The data never arrived, and now they are claiming data cannot be accessed via this method, and I must submit an application online, at my expense!

I hope this makes my situation clearer, thank you for your help.

Sounds like you now need the recording of two phone calls - the one you originally asked for and the one where they agreed to supply the first recording at no charge.

Probably a good idea to stop ringing them.

Just for the record, the representative has no obligation to give you her name.

hardanger

I understand that this may in fact be their approved route, but the representative told me otherwise and accepted the request. So my question is, can I legally hold them to what they told me?

Many thanks

hardanger

wealdroam wrote: »

Sounds like you now need the recording of two phone calls - the one you originally asked for and the one where they agreed to supply the first recording at no charge.

Probably a good idea to stop ringing them.

Just for the record, the representative has no obligation to give you her name.

Yeah too right! Am emailing them from now on!

Oh that's interesting, surely I can request their first name or an identification number?

marliepanda

hardanger wrote: »

I understand that this may in fact be their approved route, but the representative told me otherwise and accepted the request. So my question is, can I legally hold them to what they told me?

Many thanks

No.

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