[Ianfromnotts]

Well after speaking to CPW HO have just completed a 1 hour / 21 mile round trip to my nearest branch for them to sort out my faulty C905

Only to be - its over 28 days old so it will have be repaired

and when I asked how long that would take ....... the response was 5-6 weeks

and that was from the Duty Manager !!!!!!!!!!!!!!!!

I cannot believe in this day and age that companys can be keen to throw away repeat business. I know I for one will think twice at using any of their companies again if this is their attitude with a phone that is virtually new, I guess its about 38 days old.

Before I progress to the small claims court I am going to email the MD but all I can say is buyers beware of the CarPhone warehouse

[prking]

Originally Posted by Ianfromnotts

Well after speaking to CPW HO have just completed a 1 hour / 21 mile round trip to my nearest branch for them to sort out my faulty C905

Only to be - its over 28 days old so it will have be repaired

and when I asked how long that would take ....... the response was 5-6 weeks

and that was from the Duty Manager !!!!!!!!!!!!!!!!

I cannot believe in this day and age that companys can be keen to throw away repeat business. I know I for one will think twice at using any of their companies again if this is their attitude with a phone that is virtually new, I guess its about 38 days old.

Before I progress to the small claims court I am going to email the MD but all I can say is buyers beware of the CarPhone warehouse

Whilst I understand your frustration at being deprived of your handset; the decision whether to repair, replace or refund is the retailers. So unfortunately, you are unlikely to get far on the legal route. Perhaps, a better approach would be to insist on your right of a timely repair.
You might get a goodwill gesture by writing to the MD. However, reviews have pointed out several issues with the C905, particularly with some firmware versions, so it may be best to press for a different handset. Whatever you do I wish you the best of luck.

[Ianfromnotts]

I haven't looked into the legal aspects yet but the way I cut it is if the phone develops a fault in a matter of weeks after purchase it isn't fit for purpose etc etc and if they are then going to charge me £60 in fees whilst they repair the phone and I am without use ........ some how I think I will go the distance on this but some thing tells me they will see common sense far sooner than that

I don't agree with the assertion that it is up to the retailer see simplified extract from SoG below.

• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)

• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).

• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.

Appreciating that the CPW Duty Manager may have been a little short sighted in not valuing repeat business not to mention adverse publicity such as this I have an special delivery letter to the CEO of Retail and Distribution ready to go tomorrow.

Reading the web there doesn't seem much point emailing Charles Dunstone any more as all the web reports I have read suggest it just goes back to customer services and they use it as a way of reducing call centre contact time. Says it all really. Mind you feedback on Best Buy co owners now looks equally bad.

I remember when CPW first started the emphasis was on service back then - how things have changed

[chrism_scotland]

Its standard CPW policy unfortunately, its one of the reasons I wouldn't get a handset from them......

[Ianfromnotts]

Bet the new employee reading this just loves the place too

Removed the hyperlink as it keeps getting blocked so have now inserted their fundamental rules below

"At The Carphone Warehouse everything we do is based on our 'five fundamental rules'. The rules speak for themselves and need little embellishment. However, it is worth stressing that the rules are applied not just in our stores, but in our call centres and support functions too, to ensure that we provide the best possible customer experience.

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"

Surprised the staff haven't sued them for mis-representation

[maxwell4321]

What do you expect ?? biggest a*******s on the high st. Attitude is always we have had your money so now you can f*** *** !

[JT]

Hi, just my 2p worth, a few years back I bought a SE510i which stopped working after 2 months, went to shop they sent it away and 4 weeks later told me it was my fault it broke, something to do with the circuit board, whch later the SE people confirmed, however the phone was scratch free and as new, even the salesman said that. Anyway after 3 months of phone calls they offered me 30% off a new phone, if you search around you will find a 0800 number for them, then the name of the head of customers services. New laptop now so dont have old emails, good luck.

Very unhelpful people, but some good deals,
John

[Ianfromnotts]

spoke with consumer direct today, they said once I had written to CPW explaining breach of supply of goods and services act, if still no joy then Trading standards would take the case up on my behalf. see what happens now

[dekoded]

I know this post is a little old but I'm interested to find out what happened!

I purchased a Sony Ericsson T303, PAYG from CPW in Southport on the 28.12.08, it was a late xmas gift for my wife as she was fed up of getting my cast-offs and wanted a 'girlie' phone!

The phone worked OK for a month or so, although the signal strength would vary wildly all the time?, but then it started to give a message about sms failed when trying to send a text message, however it would actually send about 8!

We took the phone back to the Blackpool store with the box, cables and receipt as I expected to get a brand new phone, but we were told that they would have to send it away for a software update which could take 2 weeks, they said they would call us to let us know when it was ready to collect, they didn't!

My wife called in to ask about the whereabouts of her phone and the shop assistant produced it from underneath the counter!

The phone seemed to work better for a couple of weeks but then it locked up and wouldn't even turn off so my wife took it back to the shop today, I wanted her to wait until I could go with her as I was getting fed up with such poor service and wanted a refund, but she went alone.

She was told that it would need to be sent off again, and that it would have to go wrong 3 times before they would replace it!

Surely there is a law against such poor customer service, and as the phone is physically undamaged and is unfit for it's purpose then it's faulty and a refund should be given?

This guy managed to sort them out, but I don't really want to spend 18 months messing around for £50 phone

Victory in 18-month fight for refund over faulty mobile phone