Carphone Warehouse & O2 Faulty Phone

Chantel

So I have been trying to get my phone fixed since it started having problems last year. I first reported it to O2 (since they are the company I pay my direct debit to each month), after being told to phone this number & this number & contact this person & this person for a month, they eventually told me it was down to Carphone Warehouse to deal with it. After several trips into the store, hours on the phone to them & online chats I still do not have a working phone. It has been sent off for "repair" 3 times, then replaced with a refurbished one (even though I was told I was going to be getting a new replacement phone). This replacement phone has the same issues my old one did & has been sent off a further 2 times. This has been ongoing since August. Anyone know how to deal with this & actually get a working phone and compensation from them for all this would be greatly appreciated.

Thanks in advance

Chantel

mobilejunkie

O2 are correct - it's CPW you need to deal with as they supplied the phone.

Good old CPW - the usual fare, I'm afraid. "Repair" to them means putting the phone in a worse state than it was to start with.

With CPW the only reason they understand is to sue. Your case will depend on the relevant consumer legislation and proof of what happened. If there was an upfront cost for the phone of more than £100 and you paid for that by credit card, I would go to the credit card company as they are liable for the phone as well. They will carry more weight with CPW than you will (unless you can sue or at least threaten to sue with a credible Letter Before Legal Proceedings).