rights advice carphone warehouse repair

grumbler

cruebaddon wrote: »

they can't send it off because if goes missing in the post..., they do not have a supply of Nokia 7 plus to replace it.

This makes no sense to me.
Regardless, it's their problem how to send it. Have they heard of recorded mail?

If they agreed to send, they have to send.

If it really gets lost, you'll be back to square 1 - a replacement.

cruebaddon

grumbler wrote: »

This makes no sense to me.
Regardless, it's their problem how to send it. Have they heard of recorded mail?

Yes ... i think i'm seeing different parts of the organisation trying to pass on responsibility.

After 3 weeks, they're again claiming that either I accept a replacement that isn't as good as what I have or I take the phone back because they don't want the responsibility.

This can't be right .... it can't.

It says here, on moneysaving expert.com, that they're responsible.

Anyone know where this is stated in law?

macman

Stop messing about with CPW, get the phone back, and send it to Nokia for a warranty repair. Which would have been quicker in the first place.

cruebaddon

I won.

It wasn't easy and they cried about their policies every step of the way, but I won.

After some back and forth with the CEO team, they offered me a credit note at £349 (the original cost of the phone).
I was told to do this I had to go to the branch so the phone could be booked out from repairs ... this did annoy me that I had to waste time due to their bureaucracy, but i did so.
I was also told "our colleagues in store have been briefed on the resolution".


The visit to the local branch produced some more hilarity.
It seems "briefed" means "buried some more notes in the system without any notification to look at them".

The staff were helpful, made some phone calls and then spent a long time arguing with whichever department processes credit notes ... even though the offer had come from the CEO team.

For reasons known only to the clearly insane bureaucrats deep within the Carphone Warehouse, they couldn't process £349 because the phone currently had a value of £299.
So instead they had to give me £360. :rotfl:
I didn't argue!!

Retrospective

I recommend using resolver.co.uk.
I wouldn't of known how to escalate to the CEO team without it.
At one point the CEO team told me "Please be advised, we do have a duty of care to attempt to resolve your complaint as this has come through the resolver channel. "
This suggests they took the series of emails more seriously due to the source.

Keep the conversation in resolver
At one point the CEO team sent "Please provide me with your contact number and an ideal time to call so
we can discuss the matter further."
I knew to avoid this from experiences with recruitment agents. Such people prefer phone calls to email as it'll be much more difficult to provide evidence. Even if you record a call, you'd need to prove who was speaking and when it occurred.

macman wrote: »

Stop messing about with CPW, get the phone back, and send it to Nokia for a warranty repair. Which would have been quicker in the first place.

Shame on you macman. I'm sure Martin would not be pleased with you telling people to let companies get away with such disgusting treatment of customers. :money:

Good luck to anyone who finds this thread while searching for advice. Keep fighting. Companies cannot be allowed to ignore the law.

macman

I wasn't suggesting you let CPW 'get away' with anything. I was suggesting an alternative route which might have brought you a speedier resolution...