Carphone Warehouse broke my phone!!

ailis

Hello all,

I have just got back from an infuriating encounter with Carphone Warehouse.

Two weeks ago, I went in with my M4 Aqua Sony phone to get repaired through normal 2 year warranty services. The problem was the sim card connection kept flickering on and off, even whilst the phone was on and being used. Simple enough repair, I thought.. apparently not.

I just went in today to get it back. They handed me the phone and the screen is completely smashed!!!!
There was literally not a scratch on it when I handed it in - I was in complete disbelief.

They did not apologise once, just rang up the 'Geek Squad' (why they're involved when I have no insurance with them, I don't know), and then just said 'okay we'll send it back to get the screen repaired for free' as if that was a favour they were doing for me!!!

I am now going to be without a phone for another two weeks - surely I should be getting some compensation here?!?!

mobilejunkie

This is CPW we're talking about. Best you'll get is a (very) basic loan phone. Always expect a phone "repaired" by them to come back worse than it started.

ailis

Just wondering if anyone has any idea of where I should be directing my anger to CW right now! I have detailed what has happened so far below:

April - Monday 10th - Carphone Warehouse store - gave my phone in to be repaired for a (seemingly simple) SIM card slot error. Advised it would be approximately 2 weeks.

Wednesday 26th - Carphone Warehouse store - went to pick my phone up. It was handed to me with a completely smashed screen that was not present before the repair. Was not offered a single apology by Josh or Walter. They said they would repair it for free, as if that was not to be expected. I enquired about compensation, and they said I had to ring 080004586117 (a invalid number it turns out) the next day, and then they would have two working days to respond.

Thursday 27th - Geek Squad Call Centre - Nicola Smith. She seemed helpful, by saying she was going to send me out a new phone, and raise a £20 cheque. She promised me a call back on Sat 29th to confirm these details. She supposedly raised a complaint about the store.

Saturday 29th - no call back

Sunday 30th - Geek Squad Call Centre - I rang due to not having received a call back. I spoke to David, who was extremely patronising and not helpful at all. He said that nothing could be done till repairs had looked at my phone, and accepted it was their fault. Said I would have to ring back in a few days.

May - Wednesday 03rd - Geek Squad Call Centre - I rang again to try and get ANY update and spoke to Courtney. I was informed that no new phone had been sent out, and I was going to instead have to wait for the repairs to fix my old phone, which was going to take another week. I raised a complaint (Reference 38788464) about the misinformation the call centre had now given me on multiple occasions.


The attitude of CW has in general been downright atrocious, and they do not seem to be doing anything to try and help me out here. They do not give a single flying f*** that I am angry, and are making no efforts to get to the bottom of this!!!

alexcazacu01

Avoid buying samsung galaxy s8 from carphone warehouse.
I bought the sim-free version, it works fine a week, than the camera not started.
I restart the phone and the phone got stucked with black screen and blue led on.
Not responding to any key.
I was able to enter to the recovery menu with and reset the phone to factory settings.
The phone works again with no problem.
I saw the phone has the XEU software version instead of the genuine BTU.
I bring back to store in 14 days return period and get my money back.
Bought another one from Argos with the genunie sim-free BTU software.
No problems with this one.
I never again buy samsung from CPW.