problem with new phone, been used for only a week

fluffy*giraffe*

hi, i hope i am in the right place as this is my first post!


i bought my daughter a new w580i phone on 29/11/07 and gave it to her on the 7th of december as that was her birthday.

on the 14th of december we discovered it had a fault on the screen. it looks like there is a hair under the glass. there is no damage anywhere else on the phone also there is no bleeding or loss of picture, just a white line.

been into carphone warehouse and thay said we will fix it for 45 pounds because you have dropped it! no way has this phone been damaged in any way as she is soooo carefull with all her stuff. not her first phone and never had a problem like this before.

any suggestions would be appreciated. thank you.

adandem

Can you get in touch with the phone manufacturer?

We ended up doing this with a phone we bought from CPW as the 'service' we recieved from them was shocking.

I know you bought the phone from CPW but in our case it was far easier to go down this route.

fluffy*giraffe*

thanks for the reply, this will be my next step after the 28 days is up.

getting nowhere fast

adandem

Sadly, I don't think you're likely to with CPW, but if you're looking for a refund I would do it ASAP;)

Our phone was a Sony and we found their customer service to be excellent.

fluffy*giraffe*

thanks for that, do you have a contact number for them please?

adandem

http://www.sonyericsson.com/cws/support/products?cc=us&lc=en

I emailed them via this site. I think it gives contact details there too.

You could also try CPW Head Office although it didn't help us much.

fluffy*giraffe*

i have sent them an email so fingers crossed.

i

chris_spackman

If their is no show of damage then cpw have to exchange the phone as under the sales of goods act it hass to be in good working order with no defects. chuck the sales of goods act at them in the store with threats of nasty letters and make sure you do it in front of customers as the staff will go red mumble under their breath as they go to the back of the store to replace it. i did once

adandem

I was going to add that last night, the onus is on CPW to prove that the phone was sold to you without any defect, not the other way round.

I have also tried the bold approach in CPW, the only problem was nearly every single customer in the shop was complaining about the service or Talk Talk so the staff were really not fussed at all.

fluffy*giraffe*

just to let you know i rang the internet team who said they would exchange the phone for me but it would be quicker to do it in store.

i told them i had tried this and the nice lady put some notes on her computer and said take it to the shop, get them to ring this number (which she gave me) for retail support and they would process an exchange in store straight away.

she gave me her name and department and said there should be no problems.

well we will wait and see what happens tomorrow night when i go. i will let you know.

thanks again. fluffy*

fluffy*giraffe*

well we have a new phone being delivered to the store on friday morning [out of stock in all our local ones]

i was very determined and said i wasn't leaving untill i got a new phone and it worked!! i think it may have had something to do with the 7/8 customers waiting behind me though lol

thanks again to everyone.

fluffy*