Hi folks.
Firstly and briefly could I say what a great site this is.
Anyway I will try to be brief here and see what you think. I'm have had in the past, and also currently having major problems with Carphone Warehouse! So that I don't waffle about it too much, I'll bullet the key issues for the two disputes below.
First Dispute
- September 2007 - Had upgrade to existing contract with new handset
- Handset develops fault 26 days later, but I'm in hospital (operation)
- Parents go into CPW shop to resolve - need to see me in person
- 2 weeks later I go into store when I'm better
- Told that handset cannot be replaced because outside 28 days
- Explained issue about me being in hospital - CPW couldn't care
- Phone sent off for repair and comes back 2 weeks later unrepaired
- Assistant claims till facilities won't let them describe faults clearly
- Demanded replacement - refused
- Told to go to Leeds where handset will be repaired
- Asked them to post the handset there - refused
- Asked to speak to manager - refused
- Trailed to Leeds, queued 1 hour, told they weren't qualified to repair this particular handset
- Asked to speak to manager - refused
- Phone sent off for repair again
- Call received 2 weeks later - phone back at Leeds ready for collection
- Go to Leeds - phone not there and would be expected in 2 days
- Asked to speak to manager - refused
- Asked for immediate disconnection under Supply of Goods and Services act - refused and told to go to O2 store
- O2 store said nothing to do with them - all CPW in-house
- Returned to CPW store - still no manager
- Left store and returned following weekend - collected repaired handset
Second Dispute (Current)
- After first dispute, decided to use 9 month 'cop-out' clause on my contract (do 9 months, pay £30, phone kept at store and service is terminated).
- Was told first time I still had 8 hours of my contract left - requested to pay and leave phone for them to disconnect following day - refused
- Returned following weekend requested same - told disconnection was successful but handset still booked as 'under repair' at Leeds!
- Asked for them to disconnect the handset anyway - refused
- Was told it was a computer fault that could take 7 days
- Explained that I couldn't get to store for next 4 weekends (holiday)
- Told assistant that they would end up billing me for non-used time
- Assistant said she would contact Leeds and said I should call back in an hour
- Returned in an hour - assistant said no luck and phone still booked out
- Told assistant this was unacceptable and that I wanted action now
- Assistant told me to phone customer services - I refused because of extortionate 0870 costs that CPW wouldn't refund (see below).
- Allowed me to use a landline - took 10 attempts to get an answer
- Assistant on phone wanted to speak to store assistant
- Store assistant hangs up phone and tells me 7 day problem still applies
- I storm out of store
Now I don't know where I stand here. I have written 5 complaint letters in total now, 3 to head office and 2 to the stores concerned. I've got the Recorded Delivery tags to prove the letters were received but I've never received a reply. Time and time again I'm refused to be able to speak with a store manager, with the excuse that he's either not in or 'not available'.
However what is also a concern is CPW's store number list on the Internet. When you ring these numbers an automated system picks up the phone immediately and presents you with the familiar "Press 1 for ...". It takes about 3 minutes to get through to most services and about 5 or 6 'layers' of menus. The phone will then ring and ring and ring, before finally saying "The system cannot connect you at this time" and hangs up. Despite not getting the phone answered, the system CHARGES you at 0870 rate even though you never get to speak to anyone. Worse still is that the assistant in my local store confirmed that they don't even have a landline direct to the store, despite me trying to ring it earlier and being billed for the privilege!!
Where do I stand in all this? Can anyone help?
Further Carphone Warehouse Grief! 
