Faulty phone - Carphone Warehouse refuse refund

yidman100

I have set a few different processes in motion...

- A Resolver dispute
- A financial ombudsman claim
- A Facebook chat with CW (6 hours+ per reply)

Let's see which one gets the best result.

neilmcl

There is another option as already mentioned. Go back to the CPW store and speak to the manager or at least another staff member, or try another store. You could've done this by now.

yidman100

Yes, I did this. The manager was very professional but stated that the stores have to follow the companies policies and aren't able to offer a refund. I was advised to speak to head office. They could refund in store if a note is put on my account to authorise a refund.

I have had several chats with CW online and they refuse to authorise a refund.

pmduk

Carphone Warehouse have long believed that their policies override legislation. Send them a letter before action (google examples) and make sure you follow through.

yidman100

Exactly, quoting company policy which clearly breaches consumer rights. I wonder how many people just accept their terms because they don't know how to make them adhere to the law. I'm not going to let this drop!

I'm using Resolver to correspond via email as they track replies well and will escalate the issue if there is no resolution/reply.

theonlywayisup

Don't waste your time with resolver, it's only a place to keep emails neat and tidy.....

How did you pay?

yidman100

I paid with a business debit card in store.

As mentioned, the in store managed advised me that I she couldn't issue a refund unless there was a note put on my account by customer services. I've since phoned customer services and they've told me they cant put that note on the account and it has to be done in-store. The in-store staff need to discuss the issue with retail-services, a team in the Carphone Warehouse that isn't public facing.

I'm now waiting a call back from the in-store manager (who was busy when I phoned again) to ask her to talk to the retail services team to ask them if they can put a note on the account so she can refund me.

neilmcl

yidman100 wrote: »

I paid with a business debit card in store.

As mentioned, the in store managed advised me that I she couldn't issue a refund unless there was a note put on my account by customer services. I've since phoned customer services and they've told me they cant put that note on the account and it has to be done in-store. The in-store staff need to discuss the issue with retail-services, a team in the Carphone Warehouse that isn't public facing.

I'm now waiting a call back from the in-store manager (who was busy when I phoned again) to ask her to talk to the retail services team to ask them if they can put a note on the account so she can refund me.

I wished you had mentioned this from the start. So this is a business purchase, in which case I can see why CPW are not helping with a refund. Consumer rights do not apply I'm afraid. If they do now refund you it will be a goodwill gesture, nothing more.

yidman100

It wasn't a business purchase, I just happened to use my business card for the transaction. i.e. It was a normal off the shelf purchase and not part of a business contract or account.

DoaM

Unfortunately that's what'll likely scupper you ... how can you prove it wasn't a business purchase?