carphone help needed

krazydayz

hi, i bought a t-mobile web'n'walk contrat near end of feb, intention of buying a laptop the next month.

bought a laptop, turned out there was no coverage at my address. phoned t-mobile, they told me to take it back and they will autherise the termination. carphone are having none of it. but informed me it was there policey to do a coverage check before contract is sold!

after 3hours of phone calls to t-mobile and carphone from my mobile. it is still not resolved. i was told i had to buy out, or see a solicitor.

im stuck with a 2yr contract that means nothin.

any advice please really stressed

samanthaknd

I am not sure if this helps but what about trying a consumer watchdog kind of place (forgot the exact name). Because if it was sold to you in false pretenses that in itself is a breach of any contract. I wish i could be more specific with the name of the place, but at the moment It is blank out of my mind. OR dunno if the citizens advice would be able to help, you never know?.

reehsetin

did you have a policy available which states the coverage cheque must be done before?
i reckon its the staff being difficult have you spoken to carphone warehouse's head office to actually see what the policy is and see if you can get them to authorise a return?

did you buy a handset or a usb modem? it sounds like a usb modem is there any particular reason why you got it when you didnt already have the laptop?
just thinking the amount of time may cause you a problem

ch0ccy

krazydayz wrote: »

bought a laptop, turned out there was no coverage at my address. phoned t-mobile, they told me to take it back and they will autherise the termination.

Did you phone t-mobile direct or cpw customer services? If you phone the latter, insist they make a note on your account authorising the cancellation, go in store, tell one of the staff members to take a look at your account notes. Then go from there. If they won't cancel in store, ask to use their phone to ring up customer services there and then, and put them on the phone.

krazydayz wrote: »

carphone are having none of it. but informed me it was there policey to do a coverage check before contract is sold!

This is complete bulls*** 90% of the time, as the SC/store's main concern is to make commission/sales. If a customer walks in saying "I want xyz on this tariff" they'd be over the moon, only too happy to get it over and done with, ofc they're not going to bother with a coverage check in the off-chance that you'd get no reception.

Also, when staff at cpw do a coverage check, the only means they have to do so is via the network's coverage checker. What most people don't realise, however, is that the coverage checker only gives an idea of how the overall coverage in a particular area is, and you could be unlucky enough to happen to live in the one place with little or no coverage, if that makes sense. Afaik the only coverage checker you can rely on is the one provided when you ring up the network direct, as apparently they have a more detailed checker not available to the public.

I think you have every right in obtaining a cancellation however, it has been over 2 months since you took out the contract, and unfortunately they're likely to use this fact against you in some way e.g. they might ask "Why did it take you over 2 months to contact us? Surely it doesn't take that long to figure out whether or not there's coverage in your area" but at the end of the day if you were sold a dysfunctional product from the start then imo they don't have a leg to stand on.

Phew that's a long post! Hope it's been of some help to you

adeal3

Hi

Try the above at his Norfolk home:

The Manor
Hall Road
Burnham Thorpe
Norfolk
PE13 8HL

CFW and associated companies are a joke. Take a look at their corporate values and laugh:

1. If we don't look after the customer, someone else will.
2. Nothing is gained by winning an argument but losing a customer.
3. Always deliver what we promise. If in doubt, under promise and over deliver.
4. Always treat customers as we ourselves would like to be treated.
5. The reputation of the whole company is in the hands of each individual.

Regards

Ade