Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Hi, Carphone Warehouse ripped me off. They sold me a redemption item. But they intentionally or unintentionally forgot to send me a specific bill. So that I could not continue the process of cash back which is more than 420 Pounds. However, I called them and emailed them and they said they were trying to figure it out and trying to do the redemption but after communicating for at least two years they now declined my redemption saying that you are too late for this.
I am surprised that why they continued commuication and why they did not tell me before that they would not be able to do the redemption. They freeloaded my money and killed my two years time.
I got almost all the emails and I can say for sure that this company make money out of noting. They hook customer and they exploit until you are broken.
I salute their way of exploitation. Thank you Carphone Warehouse. Prodip Dugar
Very useful story. need to be read before going to CW:
I have signed up with CW a long time ago and never used to have problems with them until last year, when I was upgrading my contract. Firstly CW adviser has signed me up for a brand new contract however I've been with Orange for about 2 years at that time. After I have realised that I requested CW to change my price plan what they kindly did. In about two month time I had some problems with my handset and I had take to CW repair centre. They have returned it back to me in 4 days NOT FIXED. I have been using it for few month trying to avoid an issue as it was not major, but still required to be fixed. After about two month I had to take my phone back to CW repair centre to give a proper fix. In about a week I did not any response from CW so had to find out the status on my phone fix myself, and guess what it has been send out to manufacturer as CW could not get it done. Then I had to wait three more weeks. After collection phone had new software and got broken in two weeks time again, so I had to go back - got talked to a repairer manager, very rude guy named George. There was no any other way for my phone to get it fix, so i had to give it back again to CW. In about 4 days their have contacted me and I went to collect my phone. That was third time for me going to CW repair centre with the hope that it will be a last but NO! Not this time - phone still had some issue and I had to leave it there again.
Now it is about two weeks since my last visit CW repair centre and NO ONE has contacted me yet about the progress on my phone.
Also I have complained to CW complaint department about not receiving a proper service. Guess what was the reply - that their taken all actions (including rudeness) is a part of their company policy. :S
I think it is clearly seen why I do not recommend CW to anyone at any point - I am done with them, I have also cancelled my insurance.
It is so important that you read contracts put in front of you, it would have been detailed in the contract that you signed in agreement with the terms and conditions. The 1st month would have been free but it would have been your own responcibility to cancel the insurance after the 1st free month.
companies cannot just take money out of your bank and by signing the DD mandate and the contract it then gives them the permission to take money every month untill you cancel.
this is why alot of introductory offers like this are offered as many people don't realise that the money continues to go out of their bank.
have a read through your contract even the small print it will be in there, if it's in the contract that it is your responcibility to cancel any payments after the 1st month then carphone warehouse have done nothing wrong I'm afraid.
I got a free laptop with my contract at carphone warehouse and was asked if I wanted insurance at 9.99 a month. I said no so they said the first month was free so I should take it anyway. I said OK but only for the free month. Now they have just helped themselves to 9.99 from my account. Woerse, there was no money in my account so I was charged unplanned overdraft fees for the time until I noticed it. There is one word for taking money out of someones account without authorisation - Fraud. Do you want to give people who act so dishonestly access to your bank details?
Bought a mobile phone on-line on 06/12/08 with £10 airtime. After numerous phone calls to Carphone Warehouse, I eventually received the phone on about 19/12/08. I registered the phone and still had no airtime. After further phone calls and e-mail contact I was told the airtime would be applied within 8 days and after 8 days it is now 2 days. It is now 12/01/09 and still no airtime.
Customer services for this is terrible - they never call back when they say they will, won't put you onto a manager if you complain.I upgraded my phone and was told it would be with me between 9am - 5.30pm the next day, but it didn't show and I spent 1/2hr on phone to Carphone Warehouse trying to see when it would be and they expected me to wait in all day again or go and collect it from my local store and still couldn't give me a time - so I called the delivery company myself and got a time within a 5min phone call. They then had the gall to call me for a customer service survey based on a quick billing query I'd had and wouldn't accept the comments on the poor customer service!
Having used several different mobile phone contractors since 1995 with no problems at all I was pursuaded to sign with CPW/O2 in Sept 2007. This was for a 12 month contract for £40 a month. I occassionally used the data facility but never really exceeded £10 in any one month.
In late March I wanted to update the software on my Nokia 95. A CD came with the Nokia 95 that contained a proram called Nokia Software Updater. I loaded this onto my personal computer and using this program I located the latest N95 software via my personal computer and home broadband. The program then instructed me to connect my phone to a cable to download the software. Nothing suggested that the data would be downloaded other than by my broadband. The process took about 25mins.
A couple of days later I found my phone would not allow me to make outgoing calls or text messages. I phoned the CPW/O2 customer services and asked why this was. The informed me I had run up data download charges in excess of £400 and that my account was suspended until this was paid off. I asked them to explain how this had happened and they told me I would need to wait for my bill to to confirm details. All they could tell me was that the data had been downloaded through my phone.
A few weeks later my bill came through. I recognised the data download in excess of £400 as occurring at the time I had used my home broadband to to download N95 software to my phone. Somehow the Nokia Software Updater had switched from my home broadband to using the phone as a modem for datadownload. Something I would never have sanctioned.
I wrote to Carphone Warehouse and explained the situation to them. I asked them to explain how this could happen and I hoped as a large multi natinal company they would show some understanding for the unfortunate situation I found myself in; particularly in the light that the data download costs to CPW/O2 are insignificant as demonstrated by the unlimited data bundles they sell at relatively litttle cost.
I was disappointed to get a terse reply telling me that the data had been downloaded from my SIM card and therefore I was laible. No attempt was made to explain how the matter could have occurred.
I sent a second letter explaining how disappointed I was with the response and level of customer service. I got another terse letter in reply again telling me I was responsible for the data charges.
I cancelled my standing order to prevent the disputed sums being taken from my account and phoned customer services telling them what I had done and that I intended to continue paying the service contract charges, which I did, despite my phone still being suspended. I had researched the internet for details of how to refer the matter to OTELO. I learned that either 3 months had to pass without the dispute being resolved or the company had to send me a deadlock letter stating that the dispute could not be resolved. I asked customer services for a deadlock letter. They told me I would have to write in to get one.
I wrote again and again asking for a deadlock letter but recieved no response. I knew they had recieved the letters because they cashed the cheques I sent with them!
I spoke to customer services telling them that I wanted to get the matter resolved. They told me they would make notes of the points I had raised but still no response. Instead I got threatening letters and home phone calls from 2 different debt colection agencies and from CPW/O2. Strange that they could find time to write and cash my cheques but not respond.
This went on from March until late July when I eventually was sent a deadlock letter. By this time I had managed to refer the matter to OTELO. The letter arrived 2 days after I went on holiday to the US for 3 weeks. Yes I had even told CPW/O2 when I was going on holiday!!!! Strange that they sent it at that time having failed to do so for months before.
When I returned from my holiday in mid August I recieved this deadlock letter, a bill informing me that my contract had been cancelled on the 4th August and another telephone contact from a different debt collecting agency. Why this was refered to a debt collection agency when they knew I was attempting to seek redress from OTELO I do not know, but suggest it fits with my experience of a large company using corporate muscle to try to bully people like myself.
One member of staff suggested I took the phone to be checked to see if it was faulty. I did this but when it came back it jsut came back with notes saying no fault, software changed. I was disappointed that the repair note didn’t allude to what had been checked and why the software needed to be changed.
I have now had a judgement from OTELO that has told me that I am responsible for anthing done on my phone intentionally, unintentionally or by others.
I am going to have to accept the findings against me for the charge of over £400 for data download as it appears they have me legally cornered. I cannot afford to fight a multi national company in the courts. The OTELO judgement explained to me that I was legally bound but expressed sympathy for my frustrating position. Strangely enough CPW/O2 took time to explain things to OTELO that they hadn’t explained to me. However the lack of care, sympathy and assistance offered by customer services at CPW/O2 is galling.
Even more galling is the fact that since the end of March Ihave paid £200 in contractual fees to CPW/O2 for no service. Further they have just billed me an additional bill of £239.98, a charge for cessation of the contract which was due to expire at the begining of September.
This means on top of the £400 for data charges CPW/O2 have charged me I have also been charged £439.98 since March 2008 for a phone service I have been unable to use. CPW/O2 will no doubt argue that they can terminate a contract for non payment of bills. However I was careful at all stages to explain that it was the data charge I was disputing, that I wanted to resolve this matter with customer services help and through OTELO. CPW/O2’s intransigence prevented me from getting an early explanation and resolution that would have prevented this saga from dragging on for so long. It may even have meant that I could have used my phone instead of just being charged £439.98 for no service. All I got for my trouble and trying to stick up to a corporate bully was frustration, intimidation worry and stress.
I can’t continue to fight them any more as my partner and I have a little one due in 2 months and I need to think of his/her well being and comfort. However I am going to do my best to ensure that as few people possible fall foul of the unfair contracts, bullying and poor customer service offered by CPW/O2. I will tell this story and ensure it is distrubted far and wide. I am also considering printing up flyers and over the next months distribute my story to people outside CPW shops. If I can prevent just one, let alone 2, ahundred or a thousand people from falling foul of my experience I will be happier than leaving others to unwittingly falling victim as I have done.
I realise that someone will come in on this blog and say what a great service they have had from CPW/O2.
I respond - I have had great service from Vodafone and Orange for seventeen and half years. My bad experience is with CPOW/O2 and I will never use them again. I now have an Orange phone and will stay with them away from CPW/O2 for good. I advise others, on my experience, to do the same.
Hopefully if enough people can write in and complain on blogs such as these CPW/O2 will change their behaviour in the future.
I am going to write to my MP about this and ask that they table for legislation to control the power of CPW/O2 to charge to fees that they do.
This has to be the mobile phone service supplier from hell!!! Also goes under the name of Talk Talk. Fails to respond to numerous communications that have been sent by fax, email, and Recorded Delivery. Pass the matters to Buchanan Clark & Wells, again another incompetent company that fails to respond to communications. And the phone call that I had with Mr. Dunstones office yesterday promising me a call back within 24 hours still I am awaiting. Come on Mr. Dunstone, do you want to issue the action through the County Court. If the matter is not resolved with 72 hours, (close of buniness Monday) I will issue one against you and arrange the necessary media coverage in this respect. Enough is Enough!!!
Carphone Warehouse have been bugging me to upgrade for 6 months. Calls, text, emails, everything.
Eventually i gave in and agreed on an upgrade to a Blackberry so I could pick up emails on the move. The delivery was fine, set-up fine, until I tried to pick up emails. When I called customer services they said I hadn't bought a package with emails and would have to pay more.
It was quite annoying as I'd spent a long while on the phone to the CW salesman, much of which was explaining about the need to pick up emails; otherwise why would I need to upgrade, my old phone had everything else, except the emails. The package was quite reasonable, but with the extra cost for the email, it started to look a bit expensive. However, life is too short, so I thought OK, I'll pay the extra and have done with it.
Next problem I was supposed to receive a jiffy bag to send back my old phone to get £150 cash-back. I waited two weeks and no jiffy bag. I called and asked why this hadn't been sent. They checked my details and said it was strange, but no-one had authorised one to be sent out, even though this was supposed to have happened weeks ago.
They promised to send one. So I waited another couple of weeks. Called again and this time they said, yes it had been sent, hadn't I received it? No, could you send another I asked. Fine this time we'll send it recorded delivery to ensure it gets there. The day it was supposed to have arrived came and went. I'm still waiting and will need to make another call to check up about its whereabouts.
Maybe I'm cynical, but are they having second thoughts about agreeing to give me £150 for my old phone? Unfortunately I've signed up to 18 months, so there's not much I can do except continue to call until I get the bag through. Write a comment here, and then when the 18 months are up, go somewhere else!
I agreed to an 18 month contract with Orange through yourselves on 25/03/08, however, when I called T-mobile to cancel my existing contract, they offered me a half price deal. I asked them to hold the offer whilst I called Carphone Warehouse to check that I could return the Orange phone. I spoke to somebody just before 7pm to check this, and the advisor said that as long as I hadn’t opened the box then it could be returned. However, I explained that the rep had opened the phone box for me to demonstrate the phone before I agreed to the contract, and the advisor said that that was ok and the phone could still be returned. I therefore took out a new T-mobile contract.
The following day I went into a Carphone Warehouse store, I was told that I could not return the phone due to Orange having a no-returns policy on phones bought in store, so I called customer services, where this policy was confirmed, but the advisor listened to the call from the previous evening, and confirmed, along with the manager in the department, that I had been misadvised and that someone from the correct department would call back.
However, even after 8 calls regarding the return of this phone and endless promises of a call back, I have yet to hear anything regarding this problem. I have gone into my bank to cancel the direct debit that is due to be debited on the 11th April, and have written them a letter asking them to ask for any monies from you.
I am frankly disgusted on the level of urgency that I have received, and that I have been given empty promises over and over. I am now stuck with 2 contracts as I kept explaining that I had a week to return the T-mobile phone if no-one would pay for my Orange phone to be cancelled, but as there was never any attempt to call me this time has lapsed. I have been told that I can get my call charges refunded because I am averaging call times of at least 20 minutes every time I call due to having to explain the situation over and over again. I was happy with this deal, but I now feel that I have been inconvenienced so much now, that this is no longer sufficient compensation, as I am getting fed up of the way I am treated regarding this, as I would imagine that customer satisfaction should be one of your highest priorities.
I am concerned now that I have cancelled my direct debit and this has still not been resolved, so when my debit is due and is doesn’t go out, my credit score is going to be affected due to your companies’ failures and misinformation. I do not feel that I should be penalized for this because at no time is this my fault. I have had a week off work and been available for calls, but still nothing. My faith in your company is in tatters.
I have written over a quick summary of each phone call I have made, and I would like to make a point that I have never had any call from Carphone warehouse regarding this, even though each time a call back is mentioned.
My husband is a supervising manager in a major high street retailer, and has told me that he would be appalled by his staff at this level of incompetence, and has advised me that my next step would be to inform trading standards.
I feel that the only reason why anything is being done, which frankly is not much, is because I have called so frequently, and feel that you hope that most people would have given up by now and coped with what has happened, but I am not doing so. I do not understand why I have to make phone call after phone call chasing this up, when all the company has to do is pay my cancellation fee and then squabble about which department this gets paid by afterwards.
I look forward to hearing something from you.
Yours Sincerely
Call information:
25/03/08: Rang before 7pm to ask if I could return Orange phone which was received in Carphone warehouse in Manchester store earlier that day. Advisor said that as long as the box hadn’t been opened it could be returned, I advised that the box had been opened by the sales rep to show me the phone, advisor on phone said that that was still ok and it could be returned.
26/03/08, 1:30pm: Went into Carphone warehouse Altrincham to return phone, was told that there was a no returns policy on phones bought in store. I called customer services who confirmed this but listened to the previous phone call and confirmed that I had been misadvised, and that someone would call within 24 hours regarding what to do.
27/03/08, 8pm: Received no call, rang again to be told that the advisor should have said 72 hours and to wait this length of time.
30/03/08: Still no phone call. Rang again to be told that the department needed to speak to e-sales and that someone would call me from there regarding paying my cancellation charge.
31/03/08: Still no call, spoke to Keith at customer services, promised urgency in dealing, but off following day so he would personally ring 02/04/08 to explain situation. I explained that I was going to cancel the direct debit for Orange in the mean time. I was told to call next day just in case there was any information on my record.
01/04/08: Rang again, no new information, told to wait for call.
03/04/04: Tried to call Keith on extension 4462137, not in so spoke to lady who promised that the manager of e-sales would call me within 24 hours and that I could take my T-mobile bill into a Carphone warehouse store to have my charges refunded.
06/04/08: Still no call, spoke to advisor who told me that he has filled out a call-back form and that someone will call back in 72 hours.
Watch out for tempting cash back offer. You have to apply by sending your bill after 6and 12 months of the contract. you will not see this money. I have been trying to get my cheque for november 07 off them, should have had it in mid december 07. they are insisting that I had it. All the time they are looking on an old contract which I had previous to the current existing one. Getting intouch and emailing is a nightmare . customer service in the UK are rude and phone calls are costly ( they make sure you are waiting to make more money off your phone call, Customer service in India do not know what is going on. Whatever you do Never BUY anything off Carephone warehouse. DO not be tempted by offers. It is a nightmare to get your chequeback.. BEWEARE OF CARPHONE WAREHOUSE
It is the company's policy not to give refunds. This is not stated on their receipts - it just says you can ask for a copy of it. The Exeter store did not have any and spent 10 minutes searching for it. The senior sales assistant confirmed my assertion that "it is up to the customer to ask them whether they can have a refund before they purhase anything." I said that it was pathetic and he agreed. I wanted to inform anyone who was walking in the store of the policy - as Carphone Warehouse do not. Terrible company with poorly trained staff - very bad customer service - look elsewhere.
I placed a business Broadband, Phone Line and call package, static IP and upgraded contention ratio with these fools on 17th December 07. I have had no communication (email, letter or phone) from them since the order was placed. I called them 3 times over the last month and every time spoke to inept, rude, condescending operators who don't give a ****.
First I was told it takes 21 days to set up you account (ok fair enough).
Second I was told the bank details I had give were incorrect (they were not), I asked for a copy to verify (I was refused).
Third I was told that my line (Talk Talk) is incompatible (apparently they were only informed of this last week)
In addition to waiting hours on hold to get through to the fools I can't tolerate this any longer. NEVER EVER AGAIN!!!!!!!!!!!!!!!!
Oh my goodness - I am in the midst of an incredibly frustrating dispute with this company - the short version being that they created a new contract for me and were refusing to acknowledge that I had not agreed the contract. I'm finally out, but they have treated me appalingly, lied to me several times, fabricated a bill for £120 & are threatening me with debt collectors because I will not pay. (Admittedly I did owe them approximately £20 which a manager categorically advised he would clear in respect of the more than 15 hours correcting THEIR mistakes but this has not been done and record of this conversation has vanished into thin air.) I cannot contact anyone in the company who has any authority or can actually do anything about anything. They have built the most incredible fortress around the company & I am practically bleeding from my ears with the pain & frustration of it all. Of course, it is very difficult to talk reason with a company who feel it is acceptable to offer an explanation of "it's policy because it's policy" and think that is a sufficient and complete answer. I also pointed out they publish five fundamentals (customer should be treated with respect, under promise & over deliver, etc) & the response was that it is my problem - other customers are happy. Charming. I cannot recommend strongly enough that people avoid this company at all cost!
I canceled a broadband subscription from carphone warehouse (specifically at 161-163 Oxford St branch) last July 2007 due to unsatisfactory service. However, until now there were no refund made to my account amounting £129! I was treated badly by their staff prior to my cancellation and even their managers are not helpful either! They are hiding their managers when I visit the shop which is why I've decided to file a dispute with my bank, HSBC which is also not of good help. I've sent registered mails to their shop and also to their customer service office and until now there was no reply! It seems that carphone warehouse is good in dealing with these kind of grievances, doing nothing until the complainant stops on complaining! PLEASE BEWARE OF THIS MODUS OF CARPHONE WAREHOUSE. They are good in getting money out of their clients' pocket but not in giving refunds if their services were unsatisfactory. Do you know anyone who could help with this problems? Because this is not acceptable!
where do i start i orded two contract phones from cpw on line on the 18/12/07 i recieved them the next day but it is now the 22/12/07 and they still have not been unblocked i rang up the service provider who said they cant do anything its cpw that sort it out not them so then rang cpw customer service who greated me with arragonce and cockyness and hung up on me when i complained so rang straight back up and got put on hold for 30 minuets before being told that i have got to go in to a cpw store and sighn a contract even though i orderd on line. went in to cpw store today and they laughed at me and could not understand why i had been sent there as they could not do anything so rang cpw from in the store and got told the orriginal email to unlock the phones was lost in cyber space. so iv been told to wait another 24-48 hours before i can use my phone its been swings and roundabouts.
the customer service people need alot of training they did not even say hello it was what... STAY WELL CLEAR
Warning. Carphone warehouse are currently offering T-mobile wireless broadband and a laptop for £200 plus delivery (£14-99) plus £20 a month for 24 months - a great offer seemingly.
However that assumes that they can deliver the laptop! My experience is that you get the modem and the account starts, but I am still waiting for the laptop. All was covered by their "next day delivery guarantee" and I have had an email saying that the goods (plural) and a bill from T mobile for the first month, but still no laptop.
10 phone calls and two written complaints I still have no laptop. No-one will help me at customer services or call me back. Any suggestions?
I recently experienced quite the ordeal at the hands of The Carphone Warehouse. This is the letter that I've sent them and I'm awaiting reply...
Charles Dunstone
Chief Executive Office
The Carphone Warehouse Support Centre
1 Portal Way
London
W36RS
Dear Mr. Dunstone,
This letter is in response to poor customer service and very inappropriate actions conducted by staff while interacting with myself. This resulted in my humiliation and extreme dissatisfaction caused by staff both at the Carphone Warehouse store based in XXXXX and staff member XXXXXX by their failure to behave in a professional manner towards me during conversation.
May I point out, that based on Charles Dunstone’s own statement, there are Five Fundamental Rules followed by those employed at The Carphone Warehouse. This includes not only the stores, but the call centers and support functions in order to ensure 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.”
On 5 December, 2007 all of the above 5 fundamental rules were breached. I attempted to exchange my Nokia mobile phone due to a fault in it’s screen. The screen had cracked due to an unknown cause as it had only seen casual use and was two weeks old, therefore falling under Carphone Warehouse return and exchange policy. However, XXXXXXX (branch manager of Bishops Stortford store)’ staff member present that day, informed me that my mobile had a cracked screen, and due to this I would not be eligible to receive an exchange as this is caused by mobile misuse. I am not arguing that my phone did or did not have a cracked screen, however, I am arguing that I did not cause this crack in the screen, and therefore I should be able to exchange it via the return/exchange policy as the phone had been faulty prior to my purchasing it if it was to break so easily and so shortly after purchase. I arrived at the Carphone Warehouse at approximately 10:25am and departed at 11:00am. I was immediately informed that Carphone Warehouse’s return/exchange policy would not be honoured. I requested to speak to a manager, for due to the fact that I did not cause this fault with my phone that the return/exchange policy must be honoured. XXXXXX staff rang him and made this request, however, XXXXXX informed his staff that he would not honour the exchange, despite the fact that the phone had recently been purchased and despite the fact that no person had caused the damage directly to the phone. I then requested that I be able to contact the Customer Care Team on 0870 087 0168 who asked to speak with XXXXX staff member, who informed the Customer Care Team that indeed my mobile phone had a cracked screen. I then requested to speak with a supervisor, as I was not arguing the fact that the screen was cracked, my argument was that I did not cause this, and so Carphone Warehouse was liable for the return/exchange of the phone due to the young age of the phone (2 weeks old). I was transferred to the Customer Service Team and spoke with XXXXX. XXXXX was extremely rude when I requested that I speak with a supervisor, and stated “A supervisor cannot do any more for you then I have and will not help you at this time”. XXXXXX repeated himself over and over again as if a broken record, and refused adamantly to transfer me to a supervisor, even when I further made my requests. I was horrified at his refusal and do not understand his reasoning behind it for I was not rude or inappropriate to him, I simply stated my case and waited for a reply. At the end of my conversation with the Customer Care Team, XXXXX had arrived to the store. He avoided eye contact me when speaking with me, and restricted his responses to one to three word answers. He failed to explain why he would not exchange my phone for me other than it has a cracked screen, and simply said “I cannot help you”. In an attempt at helping Carphone Warehouse preserve it’s customer service, I asked XXXX if at least in compensation if he would offer me a cheap phone for usage, due to the current mobile phone sold to me breaking at an early stage. He refused. I informed both Raymond Tonks and his staff member present that I would follow through with grievances in regards to their failure to provide me with appropriate customer service, and in their rude interactions with me, for not once did they emphasize with my frustrations at losing my phone at such an early stage. In my ending conversation with Raymond Tonks, I noticed that he was looking very closely at his computer and failing to acknowledge me as I spoke to him. I confronted him on this, and he eventually removed his eyes from his computer and looked at me. At this time I said goodbye and moved to depart from the store, however, at this time a police officer entered the store. It appeared that during my conversation with both XXXXX and his staff member, that one of them had contacted the police in response to my courteous challenge against their failure to provide me with appropriate customer service. 1. I was not looked after by the staff at this store or by the staff at the customer care team. 2. I left feeling that all staff with Carphone Warhouse were content that they had won the argument, but knew that they had lost a customer. 3. They failed to deliver what they promised (a working phone), and even though doubt was clear they failed to over deliver or deliver at all on a comprising level which I offered. 4. I was treated in a most horrific way, especially regarding my exit when the police were called for I am a professional and had acted in such during my ordeal experienced with The Carphone Warehouse. 5. I left knowing that the reputation of The Carphone Warehouse was one not to trust.
My request at this point is for your return/exchange policy to be honoured and further customer service training at the Bishops Stortford Branch and at your customer Care Team Centres be provided so that other customers do not have to go through the stress and extreme humiliation that I have. I expect to receive a response in regards to the severe ill treatment that I received. If I do not receive a positive response that meets my very simple request then I shall be forced to take matters further in regards to my grievance with the inappropriate and embarrassing treatment that I received. I do hope that it does not come to this and I have high expectations that The Carphone Warehouse will live up to its Five Fundamental Rules as set forth by Charles Dunstone.
Just bought 2 phones with them, one instore the other via the internet site. my O2 phone was the Nokia 6300 24 month deal with the Dell laptop offer for £49, everything was fine until 3 days after my purchase, I went online and saw the same offer but this time the laptop was free, so i went back to the store and said I wanted the £49 refunding, they said no, so i said well in that case I will return my phone and cancel my contract, this company has just lost a lot more than £49 by me canceling my contract, they will have lost out on the connection fee, they will now have to re-sell the phone as a second hand phone. Why didnt they just say ohh we are sorry here is a cheque for £49.
As soon as I got home I just went online and tried re order the same phone and the free laptop, and guess what the web site shows the deal in plain English and says its free, yet when you try to order online they say ohh there is a £49 charge for the laptop, this company want to get there act together, they are advertising one deal and not informing the staff about it, so after almost an hour of arguing over the phone and threatening to sue them for miss leading the public with false internet claims they agreed to do me the deal with the laptop for free (£14.99 delivery), now my other phone was a web deal offer, I would just like to make sure everyone knows that the phones in the special offers and clearence sections are reconditioned phones and not new ones, I took delivery of my almost new Sony K800i and with one day it was broken, so I sent back the phone and told them to cancel my contract, please keep away from this company they have no idea how to run a business, they will try to rip you off and twist everything in there favour, if you are buying a new phone please go direct to the service provider and get it, ohh and one final thing, how many times do you think it takes for them to understand that when I say no to not wanting there silly insureance? well they rang me 14 times asking me to take out the dam thing, and 14 times i just hung up on them!
Spoke to a CPW customer services person called Chris yesterday. If they employed more people like him life would be alot easier. Ive not sorted my problem out yet but he was extremely helpful. It turns out CPW are at fault - so Im now waiting for a call from the store manager to sort out my paperwork they have messed up.
We got two phone from cpw on contract (on O2) in January this year. Cant fault the O2 network - coverage has been fantastic - it works everywhere and they are great phones!! I really wish we had gone to O2 direct rather than through cpw. We have had nothing but problems - I have given cpw our bank details on about half a dozen occasions now - still no direct debit set up - they keep sending me texts and letters teling me how convienent it is paying by DD - yes i know I keep trying!!!!
Yet again my phone is down to incoming calls only cos Im waiting for a bill they claim they have sent but havent.
When we took the contracts out we were told you pay £35 for first month and £25 a month for the remainder of 18 month contract by the sales person. Now we are told we are suppossed to wriite in at 6,12 and 18 months in the contract to claim this £10 a month per phone off. We wouldnt have bothered if we had known it was going to be this much of a hassle.
I have written them letter of complaint - if i dont get anywhere with them Im going to write to O2 and see what they say about the cowboys they use to see their products.
We have two Virgin mobiles.
One was bought from Carphone Warehouse, the other direct from Virgin.
For the one they didn't sell us I was able to get an unlock code from Virgin, by phone, no trouble. It arrived in the post with full instructions
For the other I had to go to Carphone Warehouse, since only they can do this on phones they sell.
But that's not enough. The local store say they can't (or won't ) do it.
To phone the repair centre, who apparently can do it, I have to pay 0870 rates.
And when I did call they couldn't just do it over the phone and by post, like Virgin did, but told me I needed to take the phone to them, and of course the repair centre is miles away, in a no parking zone.
It's an underhand way of stopping customers leaving them. In fact I'll never buy from them again.
We have two Virgin mobiles.
One was bought from Carphone Warehouse, the other not.
For the one they didn't sell us I was able to get an unlock code from Virgin, by phone, no trouble.
For the other I had to go to Carphone Warehosue, only they can do this.
But that's not enough. The local store can't/won't do it.
To phone the repair centre, who apparently can do it I have to pay 0870 rates.
And when I did call they couldn't just do it like Virgin did, but told me I needed to take the phone to them, and of course the repair centre is miles away
I signed up with CPW for a 12 month O2 contract which ended in April 2007.I called customer services and was told that i had to cancel the agreement in writing 30 days prior,and i asked the operator to make notes on my account should i need to refer back to this.In june i noticed that £50 was still being taken from my bank when i called CWP they said they hadnt received my cancellation notice and refused to refund my payments.I sent another letter recorded delivery to cancel this again by recorded delivery and i have just received a bill for £100.I am now going on watchdog and i suggest everyone else does too.
I have been trying to cancel my 12 month contract with CPW after having my phone for 15 months. They have lied, tried to take money out of my account despite tellimg me that I would not have to pay my final bill and depite 6 phone calls and two letters, have yet to receive a reply!
I also cancelled my Talk Talk account as despite 13 phone calls and numerous promises that they would call me back, my account was never transferred to my new address. I now use a prefix number to call abroad and it works out much cheaper than Talk Talk
When I trid to cancel my mobile contract, I was told by the guy in the cancellation department that I should never go into a CPW store as they work on commission and will only sell you the phone and contract deal with the highest commission.
I am yet to meet a company with such poor customer service and disregard for their customers ... my advice is to purchase a phone from anyone else but CPW.
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
I am surprised that why they continued commuication and why they did not tell me before that they would not be able to do the redemption. They freeloaded my money and killed my two years time.
I got almost all the emails and I can say for sure that this company make money out of noting. They hook customer and they exploit until you are broken.
I salute their way of exploitation. Thank you Carphone Warehouse. Prodip Dugar
I have signed up with CW a long time ago and never used to have problems with them until last year, when I was upgrading my contract. Firstly CW adviser has signed me up for a brand new contract however I've been with Orange for about 2 years at that time. After I have realised that I requested CW to change my price plan what they kindly did. In about two month time I had some problems with my handset and I had take to CW repair centre. They have returned it back to me in 4 days NOT FIXED. I have been using it for few month trying to avoid an issue as it was not major, but still required to be fixed. After about two month I had to take my phone back to CW repair centre to give a proper fix. In about a week I did not any response from CW so had to find out the status on my phone fix myself, and guess what it has been send out to manufacturer as CW could not get it done. Then I had to wait three more weeks. After collection phone had new software and got broken in two weeks time again, so I had to go back - got talked to a repairer manager, very rude guy named George. There was no any other way for my phone to get it fix, so i had to give it back again to CW. In about 4 days their have contacted me and I went to collect my phone. That was third time for me going to CW repair centre with the hope that it will be a last but NO! Not this time - phone still had some issue and I had to leave it there again.
Now it is about two weeks since my last visit CW repair centre and NO ONE has contacted me yet about the progress on my phone.
Also I have complained to CW complaint department about not receiving a proper service. Guess what was the reply - that their taken all actions (including rudeness) is a part of their company policy. :S
I think it is clearly seen why I do not recommend CW to anyone at any point - I am done with them, I have also cancelled my insurance.
companies cannot just take money out of your bank and by signing the DD mandate and the contract it then gives them the permission to take money every month untill you cancel.
this is why alot of introductory offers like this are offered as many people don't realise that the money continues to go out of their bank.
have a read through your contract even the small print it will be in there, if it's in the contract that it is your responcibility to cancel any payments after the 1st month then carphone warehouse have done nothing wrong I'm afraid.
janeymac at 17th Apr 2009, 06:34PM
In late March I wanted to update the software on my Nokia 95. A CD came with the Nokia 95 that contained a proram called Nokia Software Updater. I loaded this onto my personal computer and using this program I located the latest N95 software via my personal computer and home broadband. The program then instructed me to connect my phone to a cable to download the software. Nothing suggested that the data would be downloaded other than by my broadband. The process took about 25mins.
A couple of days later I found my phone would not allow me to make outgoing calls or text messages. I phoned the CPW/O2 customer services and asked why this was. The informed me I had run up data download charges in excess of £400 and that my account was suspended until this was paid off. I asked them to explain how this had happened and they told me I would need to wait for my bill to to confirm details. All they could tell me was that the data had been downloaded through my phone.
A few weeks later my bill came through. I recognised the data download in excess of £400 as occurring at the time I had used my home broadband to to download N95 software to my phone. Somehow the Nokia Software Updater had switched from my home broadband to using the phone as a modem for datadownload. Something I would never have sanctioned.
I wrote to Carphone Warehouse and explained the situation to them. I asked them to explain how this could happen and I hoped as a large multi natinal company they would show some understanding for the unfortunate situation I found myself in; particularly in the light that the data download costs to CPW/O2 are insignificant as demonstrated by the unlimited data bundles they sell at relatively litttle cost.
I was disappointed to get a terse reply telling me that the data had been downloaded from my SIM card and therefore I was laible. No attempt was made to explain how the matter could have occurred.
I sent a second letter explaining how disappointed I was with the response and level of customer service. I got another terse letter in reply again telling me I was responsible for the data charges.
I cancelled my standing order to prevent the disputed sums being taken from my account and phoned customer services telling them what I had done and that I intended to continue paying the service contract charges, which I did, despite my phone still being suspended. I had researched the internet for details of how to refer the matter to OTELO. I learned that either 3 months had to pass without the dispute being resolved or the company had to send me a deadlock letter stating that the dispute could not be resolved. I asked customer services for a deadlock letter. They told me I would have to write in to get one.
I wrote again and again asking for a deadlock letter but recieved no response. I knew they had recieved the letters because they cashed the cheques I sent with them!
I spoke to customer services telling them that I wanted to get the matter resolved. They told me they would make notes of the points I had raised but still no response. Instead I got threatening letters and home phone calls from 2 different debt colection agencies and from CPW/O2. Strange that they could find time to write and cash my cheques but not respond.
This went on from March until late July when I eventually was sent a deadlock letter. By this time I had managed to refer the matter to OTELO. The letter arrived 2 days after I went on holiday to the US for 3 weeks. Yes I had even told CPW/O2 when I was going on holiday!!!! Strange that they sent it at that time having failed to do so for months before.
When I returned from my holiday in mid August I recieved this deadlock letter, a bill informing me that my contract had been cancelled on the 4th August and another telephone contact from a different debt collecting agency. Why this was refered to a debt collection agency when they knew I was attempting to seek redress from OTELO I do not know, but suggest it fits with my experience of a large company using corporate muscle to try to bully people like myself.
One member of staff suggested I took the phone to be checked to see if it was faulty. I did this but when it came back it jsut came back with notes saying no fault, software changed. I was disappointed that the repair note didn’t allude to what had been checked and why the software needed to be changed.
I have now had a judgement from OTELO that has told me that I am responsible for anthing done on my phone intentionally, unintentionally or by others.
I am going to have to accept the findings against me for the charge of over £400 for data download as it appears they have me legally cornered. I cannot afford to fight a multi national company in the courts. The OTELO judgement explained to me that I was legally bound but expressed sympathy for my frustrating position. Strangely enough CPW/O2 took time to explain things to OTELO that they hadn’t explained to me. However the lack of care, sympathy and assistance offered by customer services at CPW/O2 is galling.
Even more galling is the fact that since the end of March Ihave paid £200 in contractual fees to CPW/O2 for no service. Further they have just billed me an additional bill of £239.98, a charge for cessation of the contract which was due to expire at the begining of September.
This means on top of the £400 for data charges CPW/O2 have charged me I have also been charged £439.98 since March 2008 for a phone service I have been unable to use. CPW/O2 will no doubt argue that they can terminate a contract for non payment of bills. However I was careful at all stages to explain that it was the data charge I was disputing, that I wanted to resolve this matter with customer services help and through OTELO. CPW/O2’s intransigence prevented me from getting an early explanation and resolution that would have prevented this saga from dragging on for so long. It may even have meant that I could have used my phone instead of just being charged £439.98 for no service. All I got for my trouble and trying to stick up to a corporate bully was frustration, intimidation worry and stress.
I can’t continue to fight them any more as my partner and I have a little one due in 2 months and I need to think of his/her well being and comfort. However I am going to do my best to ensure that as few people possible fall foul of the unfair contracts, bullying and poor customer service offered by CPW/O2. I will tell this story and ensure it is distrubted far and wide. I am also considering printing up flyers and over the next months distribute my story to people outside CPW shops. If I can prevent just one, let alone 2, ahundred or a thousand people from falling foul of my experience I will be happier than leaving others to unwittingly falling victim as I have done.
I realise that someone will come in on this blog and say what a great service they have had from CPW/O2.
I respond - I have had great service from Vodafone and Orange for seventeen and half years. My bad experience is with CPOW/O2 and I will never use them again. I now have an Orange phone and will stay with them away from CPW/O2 for good. I advise others, on my experience, to do the same.
Hopefully if enough people can write in and complain on blogs such as these CPW/O2 will change their behaviour in the future.
I am going to write to my MP about this and ask that they table for legislation to control the power of CPW/O2 to charge to fees that they do.
Eventually i gave in and agreed on an upgrade to a Blackberry so I could pick up emails on the move. The delivery was fine, set-up fine, until I tried to pick up emails. When I called customer services they said I hadn't bought a package with emails and would have to pay more.
It was quite annoying as I'd spent a long while on the phone to the CW salesman, much of which was explaining about the need to pick up emails; otherwise why would I need to upgrade, my old phone had everything else, except the emails. The package was quite reasonable, but with the extra cost for the email, it started to look a bit expensive. However, life is too short, so I thought OK, I'll pay the extra and have done with it.
Next problem I was supposed to receive a jiffy bag to send back my old phone to get £150 cash-back. I waited two weeks and no jiffy bag. I called and asked why this hadn't been sent. They checked my details and said it was strange, but no-one had authorised one to be sent out, even though this was supposed to have happened weeks ago.
They promised to send one. So I waited another couple of weeks. Called again and this time they said, yes it had been sent, hadn't I received it? No, could you send another I asked. Fine this time we'll send it recorded delivery to ensure it gets there. The day it was supposed to have arrived came and went. I'm still waiting and will need to make another call to check up about its whereabouts.
Maybe I'm cynical, but are they having second thoughts about agreeing to give me £150 for my old phone? Unfortunately I've signed up to 18 months, so there's not much I can do except continue to call until I get the bag through. Write a comment here, and then when the 18 months are up, go somewhere else!
To Whom It May Concern,
I agreed to an 18 month contract with Orange through yourselves on 25/03/08, however, when I called T-mobile to cancel my existing contract, they offered me a half price deal. I asked them to hold the offer whilst I called Carphone Warehouse to check that I could return the Orange phone. I spoke to somebody just before 7pm to check this, and the advisor said that as long as I hadn’t opened the box then it could be returned. However, I explained that the rep had opened the phone box for me to demonstrate the phone before I agreed to the contract, and the advisor said that that was ok and the phone could still be returned. I therefore took out a new T-mobile contract.
The following day I went into a Carphone Warehouse store, I was told that I could not return the phone due to Orange having a no-returns policy on phones bought in store, so I called customer services, where this policy was confirmed, but the advisor listened to the call from the previous evening, and confirmed, along with the manager in the department, that I had been misadvised and that someone from the correct department would call back.
However, even after 8 calls regarding the return of this phone and endless promises of a call back, I have yet to hear anything regarding this problem. I have gone into my bank to cancel the direct debit that is due to be debited on the 11th April, and have written them a letter asking them to ask for any monies from you.
I am frankly disgusted on the level of urgency that I have received, and that I have been given empty promises over and over. I am now stuck with 2 contracts as I kept explaining that I had a week to return the T-mobile phone if no-one would pay for my Orange phone to be cancelled, but as there was never any attempt to call me this time has lapsed. I have been told that I can get my call charges refunded because I am averaging call times of at least 20 minutes every time I call due to having to explain the situation over and over again. I was happy with this deal, but I now feel that I have been inconvenienced so much now, that this is no longer sufficient compensation, as I am getting fed up of the way I am treated regarding this, as I would imagine that customer satisfaction should be one of your highest priorities.
I am concerned now that I have cancelled my direct debit and this has still not been resolved, so when my debit is due and is doesn’t go out, my credit score is going to be affected due to your companies’ failures and misinformation. I do not feel that I should be penalized for this because at no time is this my fault. I have had a week off work and been available for calls, but still nothing. My faith in your company is in tatters.
I have written over a quick summary of each phone call I have made, and I would like to make a point that I have never had any call from Carphone warehouse regarding this, even though each time a call back is mentioned.
My husband is a supervising manager in a major high street retailer, and has told me that he would be appalled by his staff at this level of incompetence, and has advised me that my next step would be to inform trading standards.
I feel that the only reason why anything is being done, which frankly is not much, is because I have called so frequently, and feel that you hope that most people would have given up by now and coped with what has happened, but I am not doing so. I do not understand why I have to make phone call after phone call chasing this up, when all the company has to do is pay my cancellation fee and then squabble about which department this gets paid by afterwards.
I look forward to hearing something from you.
Yours Sincerely
Call information:
25/03/08: Rang before 7pm to ask if I could return Orange phone which was received in Carphone warehouse in Manchester store earlier that day. Advisor said that as long as the box hadn’t been opened it could be returned, I advised that the box had been opened by the sales rep to show me the phone, advisor on phone said that that was still ok and it could be returned.
26/03/08, 1:30pm: Went into Carphone warehouse Altrincham to return phone, was told that there was a no returns policy on phones bought in store. I called customer services who confirmed this but listened to the previous phone call and confirmed that I had been misadvised, and that someone would call within 24 hours regarding what to do.
27/03/08, 8pm: Received no call, rang again to be told that the advisor should have said 72 hours and to wait this length of time.
30/03/08: Still no phone call. Rang again to be told that the department needed to speak to e-sales and that someone would call me from there regarding paying my cancellation charge.
31/03/08: Still no call, spoke to Keith at customer services, promised urgency in dealing, but off following day so he would personally ring 02/04/08 to explain situation. I explained that I was going to cancel the direct debit for Orange in the mean time. I was told to call next day just in case there was any information on my record.
01/04/08: Rang again, no new information, told to wait for call.
03/04/04: Tried to call Keith on extension 4462137, not in so spoke to lady who promised that the manager of e-sales would call me within 24 hours and that I could take my T-mobile bill into a Carphone warehouse store to have my charges refunded.
06/04/08: Still no call, spoke to advisor who told me that he has filled out a call-back form and that someone will call back in 72 hours.
Watch out for tempting cash back offer. You have to apply by sending your bill after 6and 12 months of the contract. you will not see this money. I have been trying to get my cheque for november 07 off them, should have had it in mid december 07. they are insisting that I had it. All the time they are looking on an old contract which I had previous to the current existing one. Getting intouch and emailing is a nightmare . customer service in the UK are rude and phone calls are costly ( they make sure you are waiting to make more money off your phone call, Customer service in India do not know what is going on. Whatever you do Never BUY anything off Carephone warehouse. DO not be tempted by offers. It is a nightmare to get your chequeback.. BEWEARE OF CARPHONE WAREHOUSE
I placed a business Broadband, Phone Line and call package, static IP and upgraded contention ratio with these fools on 17th December 07. I have had no communication (email, letter or phone) from them since the order was placed. I called them 3 times over the last month and every time spoke to inept, rude, condescending operators who don't give a ****.
First I was told it takes 21 days to set up you account (ok fair enough).
Second I was told the bank details I had give were incorrect (they were not), I asked for a copy to verify (I was refused).
Third I was told that my line (Talk Talk) is incompatible (apparently they were only informed of this last week)
In addition to waiting hours on hold to get through to the fools I can't tolerate this any longer. NEVER EVER AGAIN!!!!!!!!!!!!!!!!
Avoid at all costs!!!!!!!!!!
the customer service people need alot of training they did not even say hello it was what... STAY WELL CLEAR
However that assumes that they can deliver the laptop! My experience is that you get the modem and the account starts, but I am still waiting for the laptop. All was covered by their "next day delivery guarantee" and I have had an email saying that the goods (plural) and a bill from T mobile for the first month, but still no laptop.
10 phone calls and two written complaints I still have no laptop. No-one will help me at customer services or call me back. Any suggestions?
Charles Dunstone
Chief Executive Office
The Carphone Warehouse Support Centre
1 Portal Way
London
W36RS
Dear Mr. Dunstone,
This letter is in response to poor customer service and very inappropriate actions conducted by staff while interacting with myself. This resulted in my humiliation and extreme dissatisfaction caused by staff both at the Carphone Warehouse store based in XXXXX and staff member XXXXXX by their failure to behave in a professional manner towards me during conversation.
May I point out, that based on Charles Dunstone’s own statement, there are Five Fundamental Rules followed by those employed at The Carphone Warehouse. This includes not only the stores, but the call centers and support functions in order to ensure 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.”
On 5 December, 2007 all of the above 5 fundamental rules were breached. I attempted to exchange my Nokia mobile phone due to a fault in it’s screen. The screen had cracked due to an unknown cause as it had only seen casual use and was two weeks old, therefore falling under Carphone Warehouse return and exchange policy. However, XXXXXXX (branch manager of Bishops Stortford store)’ staff member present that day, informed me that my mobile had a cracked screen, and due to this I would not be eligible to receive an exchange as this is caused by mobile misuse. I am not arguing that my phone did or did not have a cracked screen, however, I am arguing that I did not cause this crack in the screen, and therefore I should be able to exchange it via the return/exchange policy as the phone had been faulty prior to my purchasing it if it was to break so easily and so shortly after purchase. I arrived at the Carphone Warehouse at approximately 10:25am and departed at 11:00am. I was immediately informed that Carphone Warehouse’s return/exchange policy would not be honoured. I requested to speak to a manager, for due to the fact that I did not cause this fault with my phone that the return/exchange policy must be honoured. XXXXXX staff rang him and made this request, however, XXXXXX informed his staff that he would not honour the exchange, despite the fact that the phone had recently been purchased and despite the fact that no person had caused the damage directly to the phone. I then requested that I be able to contact the Customer Care Team on 0870 087 0168 who asked to speak with XXXXX staff member, who informed the Customer Care Team that indeed my mobile phone had a cracked screen. I then requested to speak with a supervisor, as I was not arguing the fact that the screen was cracked, my argument was that I did not cause this, and so Carphone Warehouse was liable for the return/exchange of the phone due to the young age of the phone (2 weeks old). I was transferred to the Customer Service Team and spoke with XXXXX. XXXXX was extremely rude when I requested that I speak with a supervisor, and stated “A supervisor cannot do any more for you then I have and will not help you at this time”. XXXXXX repeated himself over and over again as if a broken record, and refused adamantly to transfer me to a supervisor, even when I further made my requests. I was horrified at his refusal and do not understand his reasoning behind it for I was not rude or inappropriate to him, I simply stated my case and waited for a reply. At the end of my conversation with the Customer Care Team, XXXXX had arrived to the store. He avoided eye contact me when speaking with me, and restricted his responses to one to three word answers. He failed to explain why he would not exchange my phone for me other than it has a cracked screen, and simply said “I cannot help you”. In an attempt at helping Carphone Warehouse preserve it’s customer service, I asked XXXX if at least in compensation if he would offer me a cheap phone for usage, due to the current mobile phone sold to me breaking at an early stage. He refused. I informed both Raymond Tonks and his staff member present that I would follow through with grievances in regards to their failure to provide me with appropriate customer service, and in their rude interactions with me, for not once did they emphasize with my frustrations at losing my phone at such an early stage. In my ending conversation with Raymond Tonks, I noticed that he was looking very closely at his computer and failing to acknowledge me as I spoke to him. I confronted him on this, and he eventually removed his eyes from his computer and looked at me. At this time I said goodbye and moved to depart from the store, however, at this time a police officer entered the store. It appeared that during my conversation with both XXXXX and his staff member, that one of them had contacted the police in response to my courteous challenge against their failure to provide me with appropriate customer service. 1. I was not looked after by the staff at this store or by the staff at the customer care team. 2. I left feeling that all staff with Carphone Warhouse were content that they had won the argument, but knew that they had lost a customer. 3. They failed to deliver what they promised (a working phone), and even though doubt was clear they failed to over deliver or deliver at all on a comprising level which I offered. 4. I was treated in a most horrific way, especially regarding my exit when the police were called for I am a professional and had acted in such during my ordeal experienced with The Carphone Warehouse. 5. I left knowing that the reputation of The Carphone Warehouse was one not to trust.
My request at this point is for your return/exchange policy to be honoured and further customer service training at the Bishops Stortford Branch and at your customer Care Team Centres be provided so that other customers do not have to go through the stress and extreme humiliation that I have. I expect to receive a response in regards to the severe ill treatment that I received. If I do not receive a positive response that meets my very simple request then I shall be forced to take matters further in regards to my grievance with the inappropriate and embarrassing treatment that I received. I do hope that it does not come to this and I have high expectations that The Carphone Warehouse will live up to its Five Fundamental Rules as set forth by Charles Dunstone.
Yours Sincerely,
As soon as I got home I just went online and tried re order the same phone and the free laptop, and guess what the web site shows the deal in plain English and says its free, yet when you try to order online they say ohh there is a £49 charge for the laptop, this company want to get there act together, they are advertising one deal and not informing the staff about it, so after almost an hour of arguing over the phone and threatening to sue them for miss leading the public with false internet claims they agreed to do me the deal with the laptop for free (£14.99 delivery), now my other phone was a web deal offer, I would just like to make sure everyone knows that the phones in the special offers and clearence sections are reconditioned phones and not new ones, I took delivery of my almost new Sony K800i and with one day it was broken, so I sent back the phone and told them to cancel my contract, please keep away from this company they have no idea how to run a business, they will try to rip you off and twist everything in there favour, if you are buying a new phone please go direct to the service provider and get it, ohh and one final thing, how many times do you think it takes for them to understand that when I say no to not wanting there silly insureance? well they rang me 14 times asking me to take out the dam thing, and 14 times i just hung up on them!
Il let you know how I get on.
Yet again my phone is down to incoming calls only cos Im waiting for a bill they claim they have sent but havent.
When we took the contracts out we were told you pay £35 for first month and £25 a month for the remainder of 18 month contract by the sales person. Now we are told we are suppossed to wriite in at 6,12 and 18 months in the contract to claim this £10 a month per phone off. We wouldnt have bothered if we had known it was going to be this much of a hassle.
I have written them letter of complaint - if i dont get anywhere with them Im going to write to O2 and see what they say about the cowboys they use to see their products.
One was bought from Carphone Warehouse, the other direct from Virgin.
For the one they didn't sell us I was able to get an unlock code from Virgin, by phone, no trouble. It arrived in the post with full instructions
For the other I had to go to Carphone Warehouse, since only they can do this on phones they sell.
But that's not enough. The local store say they can't (or won't ) do it.
To phone the repair centre, who apparently can do it, I have to pay 0870 rates.
And when I did call they couldn't just do it over the phone and by post, like Virgin did, but told me I needed to take the phone to them, and of course the repair centre is miles away, in a no parking zone.
It's an underhand way of stopping customers leaving them. In fact I'll never buy from them again.
One was bought from Carphone Warehouse, the other not.
For the one they didn't sell us I was able to get an unlock code from Virgin, by phone, no trouble.
For the other I had to go to Carphone Warehosue, only they can do this.
But that's not enough. The local store can't/won't do it.
To phone the repair centre, who apparently can do it I have to pay 0870 rates.
And when I did call they couldn't just do it like Virgin did, but told me I needed to take the phone to them, and of course the repair centre is miles away
I also cancelled my Talk Talk account as despite 13 phone calls and numerous promises that they would call me back, my account was never transferred to my new address. I now use a prefix number to call abroad and it works out much cheaper than Talk Talk
When I trid to cancel my mobile contract, I was told by the guy in the cancellation department that I should never go into a CPW store as they work on commission and will only sell you the phone and contract deal with the highest commission.
I am yet to meet a company with such poor customer service and disregard for their customers ... my advice is to purchase a phone from anyone else but CPW.
Add a comment about this blagger