I have a Sony Ericsson mobile (pay as you go) from CPW. Unfortunately the phone is playing up, I've had it repaired once under their insurance and within days of it being returned another fault has developed. I took it back to CPW and asked what they would do and their best offer was to replace it with a returned (within first 14 days) or a refurbished handset. I said this was unacceptable and that I wanted a refund. With all other retail outlets, I know that I am entitled to a full refund if the product is faulty and I believe this is what the Consumer Rights Act stipulates. However, CPW say that this is not what happens with mobiles - NO REFUND! Does anyone know for definite - can you point me in the right direction to find out for sure? Thanks

Jacksy Someone's advised you to contact their CEO - that's an excellent move. I once applied for a mortgage and the application processing team screwed up the processing so that their credit scoring tool rejected my application because of THEIR error! I contacted the relevant director i.e. a board member, and the decision was reversed. Why? Because people on the ground (call centre staff) have to follow process. CEOs and board directors care about (1) the business and (2) customers PLUS they have authority to overide processes. Also, keep a log of EVERY contact you have with 3. Also ask them to confirm in writing their understanding of the call. This will carry weight in a court/Ofcom if you want to take it down that route. Final piece of advice ... write to their customer services department and reiterate the position and the actual conversation that took place. (You're absolutely right - they will have the call recorded to protect themselves - why not ask them for a copy - not under Data Protection, but under the Freedom of Information Act.) In the same letter, tell them that, as they have incorrectly interpreted the actual events, and are wasting your time as well as theirs that you are, with immediate effect, invoicing them for your time and hassle. So give them notification and also submit an actual invoice (under your name) with the letter say for £20 per telephone/written contact. (I've done this once and got paid!) Good luck