THE WORST COMPANY EVER

JUST DO NOT TOUCH WITH A BARGEPOLE.THEY HAVE TAKEN OUT MONIES OUT OF MY ACCOUNT.STUPIDLY,I DIDNT CANCEL THE DIRECT DEBITS,BUT 13 MONTHS LATER THEY STARTED TO.I TRUSTED THEM,BUT BEING MISLEAD IS COMPLETLEY WRONG.MY BANK IS DISGUSTED AS WELL.GOOD AT TAKING MONEY OUT,VERY POOR AT SENDING INVOICES BY POST AND EMAIL TO YOU.GO DIRECT WITH THE PROVIDER.PLEASE PLEASE BEWARE.THEY ARE NOT A GOOD COMPANY

Faulty Goods and Shocking Customer Service

Carphone Warehouse Complaint - Faulty Goods & Poor Customer Service.

On the 1st of February 2010 and following online research I purchased a contract from the Carphone Warehouse (NOT Blackberry / RIM as they have suggested) this was arranged via their “Direct Inbound Team via the phone. The contract was for a period of 24 months, on the Orange Network using a Blackberry Bold. At the time of purchase I was happy with the contract. This is also the first time I have ever dealt with the Carphone Warehouse so, I am a new customer.
My new Blackberry phone (My 3rd Blackberry) duly arrived within a couple of days.
Unfortunately some 6 weeks later and when I removed my phone from the inside pocket of my jacket I noticed that one of the qwerty keys was missing. Shortly thereafter I phoned the help line and was advised that I should take the phone into a local store who will arrange for the device to be assessed and returned to the repair centre. Initial comments provided by two staff members (which I now understand from the rather officious customer service department of this company “should never have been made and causes a problem for him and his team” included both commenting that there were no visible signs of damage – which there wasn’t and, importantly there never has been.
They explained the process of the return to RIM, issued me with a replacement temporary and very basic phone (Which I had to return to the store the following day because it too was broken!) and advised that I would be contacted once they heard back. I explained that nothing had happened to the device that could have caused this and I expected that this would be covered under warranty. They agreed that this was likely but did explain that the decision would be up to the manufacturer which was fine with me expecting no issues in this regard.
Over a period of several weeks I made several visits to the local shop seeking an update. Eventually I was advised that the device could be repaired but was not covered under warranty and there would be a charge to me of £85.00. I explained once again that I did not under any circumstances expect to be charged for a fault of this nature and on a new phone. Staff members in the store were empathetic (thank you) and further expressed some surprise at this turn of events being able to recall the phone in question.
I asked that RIM – or whoever it is – be notified of my position regarding the repair and that I thought it fully reasonable to have a report on the damage and what, in their opinion was wrong. I further advised that if they were not prepared to do that then the phone should be returned to me immediately and that I would reserve the right to recourse under the Supply of Good and Services Act 1982 – goods have clearly not been provided as satisfactory or fit for purpose. Various other “chases” for an update had to be made – I don’t want to bore readers with the detail suffice that by now I had spent a lot of time on this ever frustrating matter. Though helpful and sympathetic the gentlemen serving me at the local store – who remembers both my case and phone – advised that there was nothing more that could be done. RIM were insisting on a fee. It seems that my earlier request for a report and retuning of phone was lost somewhere – or ignored – and a further request for return of the device was made. The local store gave me a telephone number for “The fanatical support team” to contact suggesting that they may be able to help. I tried this number without any success so using the web to find a number contacted the seller’s customer service team. Unfortunately for me the gentleman there seemed more pre-occupied with decrying the local shop than helping me, commenting several times that “they had no right to make any comments which made things for him and his team more difficult!”
I was advised that if not willing to pay the repair fee then my only option was to get the phone back, go into the store and then ask for it to be sent off again for a second opinion! At this stage I really do not know just how much of my time this company thinks people have to sort what should be a straightforward customer issue and was left in no doubt whatsoever that beyond this latest step there little I – or indeed they could/would do. Shortly thereafter I received my only written response to a registered letter about my complaint. This was the first time any mention was made to the phone being “damaged by me” Indeed an email received and before I sent my letter citing the 1982 act was responded to, made no mention of damage simply “not covered under manufacturers warranty”
Having just paid a £67 bill last month which includes a charge for data use which the temporary phone I have been given (and paid another £50 for the privilege) doesn’t support I am now faced with no phone, no email access and a legal dispute to exit the contract with this company.
Apart from the morality or indeed lack of commitment to customer service, this seems to me a clear breach of law. I am in the process of securing legal advice concerning the sale of goods act “being fit for purpose” etc meantime – this situation is a warning to others – having spent an untroubled decade+ with a network direct, be careful where and who you buy your phone from…

idiots

staff were unbearably dumb

I GOT ONE

GOT ONE FINALLY (IPHONE 4), GOOD SHOP

Usually very good

I've used Carphone Warehouse for several years now either for phones or accessories and overall they are ok.

My most recent experience I would give 5* for as it was brilliant! I wanted a iPhone 4 and put my name down on the website as interested and also in various stores in town including their CW store (who as with everywhere else, couldnt really reserve or help as no one knew what stock they were getting)
I was going to be unable to get to a Q due to work commitments and had resigned myself to waiting until the phone was back in stock again, but, at 250 the day before launch, I get a call from their call centre offering me a chance to upgrade to the iPhone 4 and it would be delivered on launch! I was sceptical but went along with it and low and behold it was delivered, as promised, to my home address before 10 am (I think it was about 9 in fact) - I can't really fault that - no Q and no hassle.

On the flip side, I have been into my local store (Basingstoke) and had mixed service over the time. A few months back I was lied to over a charge to administrate the conversion of my iPhone 3G contract to a rolling 1 month contract. After lots of schpiel about why it will save me money, and having said ok, thanks, I was halfway through having the paperwork drawn up before the chap had the decency to tell me that this would set me back £20 admin fee. Caught me a bit off-guard but I agreed and did ask if that was a standard fee imposed by 02that I would pay if I called them, to which he said "Yes" so I continued. However, after calling O2, I later discovered that this is not the case as I could have called them for free and had them administrate it for FREE. I was fuming, so returned to the shop and after I explained to a sales assistant, my discovery,they apologised and gave me my money back. I also had a couple of faulty products at the time too and they were very good with the way they dealt with me & the issues - no one likes going in with a problem, let alone 3 from one shop, so hats off to them on this occasion.

Personally, after this, I am a little wary still (as lies shake your confidence - an "I dont know" is far better) but this was a one off for me and out of the amount of times I have used them, this is a small percentage of problems - usually they are very helpful and knowledgable.... in my branch anyways.

Hope this helps!

Lied to and then shouted at by salesman

My wife had been checking different shops in Burnley for a week to get the new iPhone 4. This time the guy said they had them in stock. We waited for an hour while he rang O2 and my wife paid £220 to get out of her contract early. Then, after waiting all that time, and spending that money, the guy tells us they don't have any in stock and they have to be ordered from a central warehouse.

My wife was really upset and the guy kept shouting and winding her up further. She tried to explain why she was so upset and she said "I'm pissed off because..." at which point he interrupted her and said "Don't swear in my shop. If you cared about your child you wouldn't swear", referring to our 18 month old son in his buggy who'd well and truly had enough of waiting in the same shop himself.

Every time he spoke, it was an insult or comment to further wind us up, and the final straw was implying that we were bad parents. It took great willpower not to punch his lights out.

While this was all going on, his manager was stood next to him and completely failed to intervene and defuse the situation. I think this was largely because he was getting an earful from another lady in the shop who was quite visibly angry at their service.

Totally outrageous customer service.

Unbelievably Bad Service

Due to an administrative problem it took them over a month to replace my broken phone. That is notwithstanding hours waiting in the shop, numerous trips to the shop and being given misleading information from their call centre.

Please avoid at all costs!

Absolute RUBBISH customer service

Absolute rubbish customer service,
- They tell lies to customers regarding their products
- They hide information regarding after sales( Things like Returns or Exchange policy) from customers.
- Staff is abusive and even misbehaved with even female customers

Be VEY VERY VERY carefull before you buy a product from them

Thoroughly unpleasant bunch

Never good, even worse when you try to leave. You can't cancel online, you have to call and wait for ages. Then you're passed to a different department that will offer you anything to keep you (I was offered 12 months free).
Finally, you're told that you have to write in to get you number to move elsewhere.
I will never use carphone warehouse again.

Jane Brown found this review useful

Bought a blackberry for my daughter

Bought a blackberry and after 10.5 months it stopped working. Returned it to the local branch who had it a couple of weeks then got a call to collect it. On collecting it there was a note that they could not fix it but to ring a number at orange. rang that number and new phone arrived next day. They got to the bottom of the problem so 3 stars from me.

They dont have good stock systems!!

Was upgrading my contract, and chose a new phone, and was told i would get it 2 days later. Went to the bother of getting someone to stay at home to sign for it but never came !! OUT OF STOCK !! they told me another 4 days later that I would get it in 2 days time!! a total of 10 days past and it hadnt even been sent!! poor stock management information system.

Difficult to get the PAC code

Cant get the pac code on phone, there rates are highest

WITHOUT A DOUBT THE WORST COMPANY I HAVE EVER ENCOUNTERED!

Do not, do not under any circumstances order a phone from carphone warehouse on line or by telephone. To put it quite simply. They lie through there teeth. I have now been waiting in for my delivery for four days. Each day I have called after waiting in and been promised that i would 'certainly receive the phone tomorrow'- complete lies.

Also if you wish to make an enquiry you will have the privilege of having to wait in a queue on a premium rate line.

WITHOUT A DOUBT THE WORST COMPANY I HAVE EVER ENCOUNTERED!

DO NOT USE, DO NOT USE!

I am now waiting to chat to customer service again and have been waiting in the queue for over half an hour.

I now prey they go Bankrupt

Liars

Have lied throughout - told me I could return the phone - they refused to take it back. Phone's since broken 4 times and been without a phone for 3 months of my 18 month contract. They said they'd contact me each time it was fixed - only the last time did they do this. They said they'd send me a new replacement phone - ended up getting the same old one back. Sent a strongly worded letter to them - got £10 cheque back. Utter sharks. Stay well clear.

disgusting

had problem after problem with this company. they do not inform people of their procedures. their customer service is non existant. Watch your contracts and insurance policies as they are inclined to change without you knowing.

tried to sell me everything underr the sun

Went into CPW to see about the new Iphone but all they wanted to do was sell me insurance and every add on possible, shame really I always thought they were a great company, guess I should have listened to my friend who had issues with talk talk

Wouldn't touch this company with a bargepole!

I'd had a few small issues with this company since taking out an 18 months contract, but as the 18 months comes close to ending they have tried to rip me off with a supposed offer of an upgrade to renew my contract. They hasselled my via my mobile number even though I told them I was busy and couldn't take their call. I asked them to put whatever they wanted to offer me in writing, so I could check it out when I had time. They asked me to confirm my address, and then promptly sent me a handset, and receipt which literally just said it was for an 18 month contract. There was no info on waht the deal was, price, or anything.

I took the package into my local Carphone Warehouse store to return it. I have to say that the staff in there were very friendly and helpful. I got the impression that they have to deal with this kind of stuff all the time, due to their companys telesale team obviously being a bunch of lying con artists.

Needless to say I will be shopping elsewhere for my mobile phone needs, and will be happy to get away from this company when the original 18 month contact ends next month.

Would NOT recommend this company to anyone.

Good company on the whole... Push Talk Talk too much

On the whole I've had a good experience with them.
Just a shame they advertise and push Talk Talk far too much!

disgraceful

staff unhelpful. product not as described. manager failed to return any calls. eventually had to deal with (equally unhelpful) head office. only got refund after threatening to sue them

Not happy!

Not that impressed with phone range and packages. Was payign a fortune and it was only when I came to leave that they said I could have a competitive price - down from £25 to £5 per month! so they have been ripping me off for ages and its only when you complain that you can get a decent deal. I dont like that and i've left.

They lied to get my service!

Where to start! In store the staff where nice and helpful it seems. I have a habit of interegating when it comes to contracts, i repeatdly asked my questions to make sure they couldnt loop hole me... well turned out he just plain lied! It was only after i found out that i was unable to cancel the contract at all! And to top it, after speaking to three who the contract was also with, they told me it was bad practise what carphone warehouse did.

Now im paying for a 2 year contract i was explicitly assured i wouldnt end up paying if there was problems. (the contract was for a friend in my credit rating.. yes dont trust friends with money) What actually happened was my friend canceled the payment and without any notice i was immediatly paying them.

If i had known what i new now about my liability, i would never have agreed to help my friend. My advise.. dont trust carphonewarehouse staff to tell the truth, they will blatently lie to your face for a sale.

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