Carphone Warehouse Mis Sold Contract

[Guest weegirl]

RESULT!!! I got an email from Carphone Warehouse just now confirming that they will pay half of our remaining 6 months' contract.

 

Amazing what a bit of ranting can do, seems that being nice to these people doesn't get you anywhere. Thanks for all your advice!!

[complete]

Congratulations. Well done....:grin:

[OrangePrimate]

Brilliant, glad you got it sorted!

[Ferru]

When I was at Carphone Warehouse, telephone advisors were instructed by senior management not to offer to listen in to calls when customers claimed they had been lied to. It was felt that it was better to assume that the advisor who had made the alleged claim was telling the truth.

 

The manager in question may not have been keen for the call to be listened into, as he would have had to have listened to it himself. That is, of course, unless he accidentally forgets to do so... I often took calls from frustrated customers who were promised a call from a manager within 24 hours, but days later no-one had got back to them.

 

In my department, every time a customer phoned, it was the responsibility of the person the customer spoke to to deal with them, regardless of who they had dealt with previously. Some cynics might argue that this encourages staff to spend more time making sales and less time dealing with customer service queries. When the customer rings back to kick off, it won't be their problem...

 

By the way, to the best of my knowledge, if you can supply the phone number you called in from, then CPW should have recordings of all your calls.

 

I would drop an email to Charles Dunstone, the CEO. His email address is [email protected]. He does read his own emails, and an email to a senior manager from his office does focus minds...

 

Jeff

 

I've just had an interesting conversation with the Carphone Warehouse Customer Service Manager. I finally managed to get speaking to him after ringing up in a rage and refusing to get off the phone until I got someone. After relaying (again) what had happened, he assured me it was being dealt with, I replied that in all due respect, I had been hearing that for 2 months. He then informed me that "you got the contract you agreed to" I challenged him on this, and he said that “It didn’t specify details in the call recording” when in fact I was informed by Carphone Warehouse previously that they couldn’t trace the call recording! When I challenged him about this fact, he went silent for as he realised he was caught out on a blatant lie. I also questioned him as to why he was trying to tell me what was said in telephone conversations when he wasn’t involved and didn’t know what was said. What a plonker! The fact that I have caught out the Customer Care Manager like that just proves how I have been fobbed off for the past 2 months about this matter. Lets face it, if he can lie, I think this is proof of the general attitude of the staff. I have taken the time of the telephone conversation and will be reporting this to the owner to try and track down.

[Ferru]

I used to work for the loyalty department.

 

In my opinion, the big problem with the loyalty department is (at least when I worked at CPW) that it is about both sales and customer service. The longer an advisor spends dealing with customer service issues, the fewer calls they will be able to take from customers who want to upgrade. As a result, they often wouldn't take the time to properly deal with the customers' problems.

 

BTW, a tip for anyone renewing their CPW contract with the loyalty department: don't take their first or second offer, as it is unlikely to be their best deal. And I would ring up saying I want to cancel, not that I want to upgrade- the more they think you want an upgrade, the worse the package is that they are likely to offer you.

 

Jeff

 

 

I speak to TMobile Loyalty department on a regular basis and they are constantly saying that CPW employees give misleading info.

 

Would like to ask them what there definition of "Unbiased advice" is.

 

[Guest weegirl]

Funny, when I got my response from the customer services team the email said that there was a 'misunderstanding' with the Manager that I caught out. They didn't answer any of my questions I raised about his behaviour, and skipped over the mis selling of the contract, apart from to say "you got what you were entitled to". If this is the case, why are they refunding me? Because they like me? (after the abuse I gave them, I would hardly think so). Honestly, I don't know what planet these people are on, I can smell the bull**** over the Irish Sea.

 

I have been in touch with Mr Dunstone's office. I originally would have been happy with a cheque, but after the abuse I got, I am pushing things further. May not get anywhere, but may ruffle a few feathers!

[Ferru]

They may have offered the refund because you are entitled to receive copies of the recordings of all your calls for a small fee, so you could have proved your case easily.

 

The advantage of emailing Mr Dunstone is that if someone is telling porkies regularly, then they hopefully won't last long at the company. When I was there, one guy was suspended because several customers emailed him to say that this guy had lied.

 

Regards

 

Jeff

 

Funny, when I got my response from the customer services team the email said that there was a 'misunderstanding' with the Manager that I caught out. They didn't answer any of my questions I raised about his behaviour, and skipped over the mis selling of the contract, apart from to say "you got what you were entitled to". If this is the case, why are they refunding me? Because they like me? (after the abuse I gave them, I would hardly think so). Honestly, I don't know what planet these people are on, I can smell the bull**** over the Irish Sea.

 

I have been in touch with Mr Dunstone's office. I originally would have been happy with a cheque, but after the abuse I got, I am pushing things further. May not get anywhere, but may ruffle a few feathers!