carphone warehouse so rude....

magoogy

my son purchased a mobile from carphone warehouse but had nothing but trouble with it breaking from day one - they refused to exchange or refund until it had been in the shop 3 times to be mended and then still wasnt fixed they would refund/exchange.....i wrote them a letter saying how annoyed i was - how it had cost me x amount in taxis to/from their shop and wouldve cost son more if he had taken time off work, etc - they never had the decency to reply to me;......

i wrote the same letter and handdelivered it to the manager and wrote a covering letter saying im sure my last letter was misplaced and they wouldve wrote back if they had received it....

i still havent had a letter off them weeks later

what would you do? should i just leave it now? put it down to experience or write another letter to someone else at the top?? am i bothering over nothing?? the phone actually worked after the 3rd repair but, am sooo annoyed over their rudeness....

thanks

KILL_BILL

magoogy wrote: »

my son purchased a mobile from carphone warehouse but had nothing but trouble with it breaking from day one - they refused to exchange or refund until it had been in the shop 3 times to be mended and then still wasnt fixed they would refund/exchange.....i wrote them a letter saying how annoyed i was - how it had cost me x amount in taxis to/from their shop and wouldve cost son more if he had taken time off work, etc - they never had the decency to reply to me;......

i wrote the same letter and handdelivered it to the manager and wrote a covering letter saying im sure my last letter was misplaced and they wouldve wrote back if they had received it....

i still havent had a letter off them weeks later

what would you do? should i just leave it now? put it down to experience or write another letter to someone else at the top?? am i bothering over nothing?? the phone actually worked after the 3rd repair but, am sooo annoyed over their rudeness....

thanks

id right a letter to the ceo of the car phone ware house and explain what has happened stating that your letters have been ignored

state that considering that the car phone warehouse had recently been on the watchdog programme for their fiasco with the iphone rip off etc would it take a complaint to watchdog to get a courtsey of a proper reply from them

shelley_crow

My memory may be a bit off but if your son had it for less than 28 days then they should have refunded or exchanged. Over 28 days they send it off for repair if it's faulty. If they fix it 3 times and it's still faulty then they'll supply a reconditioned replacement. Refund or exchange is dependent on condition, if it was trashed and someone tried to exchange it then obviously they wouldn't. CPW pride themselves on customer service, so if you contact Charles Dunstone (CEO) write down everything that you've mentioned here in as much detail as you can (including names of people you spoke to, days and times if poss). You're correspondance will be passed to the store at some point and hopefully the phone and the staff will be sorted out.

Just had a look for you, postal address is:

Carphone Warehouse
1 Portal Way
London
W3 6RS

Charlie1986

Hmm this is interesting, I am having the exact same problem at the moment, my phone has also broken 3 times, I have wrote letters and sent emails but have been ignored. It costs me at least £5 each time to get into town to take the phone to the shop.......... Roll on when I can cancel the contract, I've always had nothing but trouble from the carphone warehouse.

magoogy

thanks for your replies guys...i will use the address you gave me shelly...thanks....when the first fault did arise and it was only 10 days after that i first took it in i mentioned the fact it said it should be replaced or refunded but, they insisted it had to be sent away - the guy was rather imtimidating and i couldnt argue the toss as he was too arrogant.....i have kept all names and dates, etc....at one point one of the guys wanted to keep my paperwork which had all the fixes on but, i literally took it out of his hand before he could - i knew what he was up to.....

thanks kill bill - i will look at the watchdog fiasco and take quotes...didnt know about this....

charlie - i hope you get yours sorted hun....very annoying....luckily this was a pay as you go and not a contract.....

thanks all - will post how i get on....

olly300

OP when you post your letters to Carphone Warehouse use recorded delivery.

I was told to do this in-store by an assistent as he stated they have a reputation of claiming they haven't received your letter.

However even if you do this they may ignore your letter so I suggest you indicate on the letter if they don't respond within 28 days you will take further action including legal action. Then if they don't respond take that action.

BTW Further action includes reporting them to Trading standards, Watchdog, newspaper consumer helper columns, regulator and/or court action.

magoogy

thanks for advice olly - im gonna take time out today and write the letter and then do recorded delivery as you said.....28 days and then the telegraphs get involved.......

thanks

happy new year

KILL_BILL

magoogy wrote: »

thanks for advice olly - im gonna take time out today and write the letter and then do recorded delivery as you said.....28 days and then the telegraphs get involved.......

thanks

happy new year

yu should give them a max of 14 days Tops no more !

olly300

KILL_BILL wrote: »

yu should give them a max of 14 days Tops no more !

Before you take any action with a company/person whether legal or refering them to a regulatory body you need to give the company/person a resonable time to resolve the issue. (If you take someone to court and you haven't done this you can get your case thrown out.)

I've had lots of issues in the past year with companies/people mainly due to moving house. I've noticed if you complain verbally companies don't take you seriously or say they have no record of it, so now I always put in a written complaint (letter/email) within 2 days of making a verbal complaint.

Large companies if they are going to try and resolve the issue from your first written complaint take approx. 21 days to respond so giving them 28 days to respond is a reasonable margin of error.

After this I send them a second letter telling clearly what I am going to do next and give them 14 days before I take the action I am going to undertake on 15th day.

magoogy

just to recap - we have now had a full replacement of the phone for a new model....no compo for time/money wasted but better than nothing....thanks all

Timmne

Perhaps it was because it wasn't your phone you were talking about? If it was written by/from your son it may get a response?

HTH